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Which capabilities do you actually need?
Only “must have” eliminates candidates — be honest about what you use.
App integrations
Workflow automation
SAML single sign-on
Compliance exports & audit logs
Self-hosted deployment
AI search & summaries
Omnichannel inbox
CSAT surveys
Canned responses / macros
SLA management
Knowledge base / help center
AI copilot
Voice / telephony
Support automations
Live chat & messaging
AI agents