One inbox for everything
Everything that comes in through your website chat, WhatsApp, email and phone lands in the same inbox. Your team sees every conversation the agent is handling and can step into any of them, at any time.
- ViewsOpen, unassigned, mine, on hold, closed and all, each with its own counter.
- Filters you can saveBy channel, customer, topic or teammate, and the combinations you use every day are saved as your own views.
- Everyone’s workloadA quick look at how many open cases each person on the team has.
- TagsTo group cases the way your team groups them.
Statuses that say what happens next
Each status describes what is going to happen, not just what it’s called. Resolved closes the case and asks the customer for feedback. Handed to your team makes the agent stop replying. Open gives the conversation back to the agent. And On hold takes it out of the inbox until the time you choose, though it comes back on its own if the customer writes first.
When the agent steps aside
If a case needs a person, the agent pins a note to the conversation: who the customer is, why it’s stepping aside, what has already been done and how long ago. Whoever picks it up doesn’t have to read the whole thread to get started.
- 1Reply or add a note. The editor has two modes: write to the customer, or leave an internal note that is never sent and that the agent doesn’t read.
- 2Run actions from the inbox. A person can trigger any action on the customer’s behalf. It goes through the same rules and the same check as if the agent did it, and it’s signed.
- 3Approve what goes over the limit. Anything above your limit, or anything you set to require approval, is held in the conversation until someone approves or rejects it. And the decision is recorded.
Each channel’s rules, built in
Before you type, the inbox knows whether a WhatsApp chat is inside the 24-hour window. Outside it, it only lets you send approved templates, which is what WhatsApp allows.
What your customers think
When a conversation closes, the widget asks the customer for a one-to-five rating, a comment and whether their problem was solved. Your team sees it in the conversation. And every closed conversation also goes through a quality review that gives the topic, a score and the question the agent couldn’t answer.
