Internal codenames leak into UI more often than you'd think. We audited ours and renamed half of them.
Engineers name things for engineers. That's fine until the name surfaces in a settings screen and a customer types it into support saying "what is Routine?"
We did a one-day audit of every user-facing string and asked, of each one: would a new user search for this word? About half didn't pass. We renamed those, kept the codenames internally, and watched support tickets drop. Cheap fix; high leverage.
Seat licenses force teams to over-buy. Per-call pricing punishes experimentation. Credits are the only model that fits how agents actually get used.
The marketplace was the second-most-asked-about feature. Removing it made the product easier to explain.
Settings pages start clean and end as a graveyard. We rewrote ours from scratch and gave it rules.