Skip to content

Everything your team needs to keep up.

One inbox for every channel, with the routing, SLAs and rules that make sure each conversation gets an answer.

Every conversation, one list.

Shared Inbox

WhatsApp, email, Messenger, Facebook comments and web chat arrive in one inbox. Each conversation has an owner and a status, so your team always knows what is waiting.

  • Open, snoozed and resolved statuses
  • Private notes for your team
  • Saved replies for common questions
  • Desktop alerts and a chime when a new chat is waiting
  • Drafts kept per conversation, and Ctrl+K to jump to any chat

Rules for the repetitive work.

Automation

Rules assign, label, reply and escalate based on conditions you set. Start from a ready-made rule, preview what a rule will do, and let macros handle multi-step replies in one click.

  • Ready-made rules to start from
  • Preview a rule before it goes live
  • Built-in protection against rule loops
  • Macros for multi-step actions
  • Webhooks to send events to your own systems

See how support is going.

Reporting & CSAT

Track volume, response times and resolution times, and spot problems in your channels, queues and SLAs early. CSAT surveys go out inside each channel’s reply window, so customers can actually answer.

  • Volume, response and resolution time reports
  • Channel, queue and SLA health at a glance
  • See which automation rules ran, and what they did
  • CSAT surveys that respect channel reply windows
  • Ticket aging reports

Simple questions answered, the rest handed over.

Bots & Handoff

Build chatbot flows in a visual editor, or connect your own bot. When a customer needs a person, the bot hands the conversation to your team with the full history.

  • Visual chatbot flow builder
  • Connect an external bot by webhook
  • Handoff to a person with the full conversation
  • Chats go to a person if a bot is switched off or goes quiet for 24 hours
  • Assign bots per inbox

Answers customers can find on their own.

Help Centre

Publish articles in a public help centre so customers can answer common questions themselves. No login needed.

  • Public help centre, no login needed
  • Article editor with categories

The right person, on time.

Teams & Routing

Route conversations to teams, set capacity limits per agent and balance the load. SLA policies set response targets by inbox, team or account, with timers that flag a breach before it happens.

  • Round-robin or balanced assignment
  • Capacity limits per agent
  • SLA policies by inbox, team or account
  • Breach timers on every conversation
  • Tickets for work that outlasts a conversation, several per chat if needed

Control who sees what.

Access & Audit

Roles decide what each person can see and do. Enterprise plans add custom roles and an audit log of who did what, and when. Every workspace’s data is kept separate.

  • Roles with scoped permissions
  • Custom roles (Enterprise)
  • Audit log of every action (Enterprise)
  • Workspace data isolation

One profile per customer.

Contacts

Each customer gets one profile with their history across every channel. Duplicates are detected and merged after a preview, so no conversation is lost.

  • Custom attributes and labels
  • Duplicate detection
  • Merge with a preview first
  • Import and export contacts as CSV
  • Full history across channels

Customers know where they stand.

Queue Position

When your team is busy, customers get a message with their place in the queue and an estimated wait, based on your team’s average handling time.

  • Place in the queue, sent to the customer
  • Estimated wait from average handling time
  • Switched on per inbox

See it with your own channels.

Book a demo and we'll walk through the channels and workflows your team uses.

Book a demo