The shared inbox

Every channel in one queue, and your whole team in it.

The agent handles what it should and hands over what it should not. What your team picks up is one queue, with one customer record behind it, and no per-seat charge for being in it.

The agent is not the whole system, and a platform that pretends otherwise fails at the first conversation that needs judgement. What your team picks up, and how quickly, is the half that decides whether the automation was worth having.

Everything lands in one queue whatever channel it arrived on, with one customer record behind it, so whoever takes it already knows the story. Handover is explicit: the agent steps back, the customer is told they are now with a person, and your team is notified rather than left to notice. From Scale, a clock starts when the customer writes and stops when a person actually replies, which measures the wait the customer experienced rather than the one the dashboard found convenient.

Seats come with the plan. Six on Starter, twenty on Scale, and no per-seat charge on any tier, so putting one more person on the inbox is an operational decision rather than a budget one.

Unified inbox

Every channel in one queue, with one customer record behind it, so whoever picks up already knows the story.

Your whole team included

Seats come with the plan, so hiring someone does not increase your bill. Six on Starter, twenty on Scale.

One-click takeover

Any conversation can become a human one instantly. The agent steps back and the customer is told they are now with a person.

Clean handover

The agent hands over rather than guessing when it reaches the edge of what it knows, and your team is notified.

A clock on every wait

Scale+

The clock starts when the customer writes and stops when a person actually replies, so nobody waits unnoticed.

Assignment

Give a conversation an owner, or let it distribute across the team by who is carrying the least.

Live, without refreshing

New messages and status changes appear as they happen, so the queue on screen is the queue as it actually is.

Filters that matter

Narrow the queue to what needs attention, or by channel, stage, tag or who is handling it.

Canned responses

Save the replies your team types constantly and drop them into a thread in one click.

Internal notes

Leave context for a colleague on a conversation that the customer never sees.

Attachments

Photos, documents and files arrive in the thread named and readable, and everything a contact ever sent sits in one gallery.

Roles and permissions

Give each person exactly the access their job needs, from full owner down to a read-only analyst.

Customer ownership

Give a customer a lasting owner on your team, kept separate from whoever happens to be handling one conversation today.