Every customer message in one place
Chat, email, WhatsApp and social messages land in one shared inbox. Your team can see who is on each ticket, pass work along and reply from the same screen.
Website chat, email, WhatsApp, Messenger, Instagram, TikTok, Telegram, LINE, SMS, X and an API channel
Meet customers where they already write
Each channel is an inbox. Every reply goes back out on the channel the customer used, so they never have to switch apps.
Website chat
A chat bubble for your site. Match your colors, set a greeting and ask for an email before the chat starts.
Connect Google or Microsoft with a sign-in, or any mail server with IMAP and SMTP.
Reply through the WhatsApp Business API and send approved templates when the 24-hour window closes.
Messenger
Messages to your Facebook Page show up as conversations.
Answer direct messages and story replies from the inbox.
TikTok
Reply to TikTok direct messages next to everything else.
Telegram
Connect a Telegram bot and answer its chats.
LINE
Bring in messages from your LINE official account.
SMS
Text with customers through Twilio or Bandwidth numbers.
X
Handle direct messages sent to your X profile.
API channel
Build your own channel. Send messages in and get replies out with webhooks.
Many inboxes
Create as many inboxes as you need, each with its own team, hours and auto reply.
Built for a team that shares the load
Everyone works from the same list. Clear owners and statuses mean two people never answer the same customer.
Statuses and priorities
Mark each conversation open, pending, snoozed or resolved. Set a priority so urgent tickets rise to the top.
- Snooze until tomorrow, next week or a date you pick
- See unattended and mentioned chats in their own views
Assignment and teams
Group agents into teams like Billing or Technical support. Assign by hand, or let the inbox hand out new chats in turn to whoever is online.
- Round-robin assignment for each inbox
- Business hours with an away message outside them
Private notes and mentions
Talk about a ticket right inside the thread. Customers never see private notes. Mention a teammate and they get a ping.
- Notes stay with the conversation for whoever picks it up next
- Attach files and screenshots to notes
Saved replies and macros
Type a slash to drop in a saved reply. Macros run several steps at once, like reply, add a label and snooze.
- Saved replies can fill in the customer's name and other fields
- Share macros with the whole team or keep them private
Labels, filters and bulk actions
Tag conversations with labels, save the filters you use every day and update many tickets in one go.
- Filter by status, inbox, team, label, agent and custom fields
- Assign, label, resolve or snooze many conversations at once
Let rules handle the sorting
Set a rule once and it runs every time a conversation matches.
When this happens, do that
Rules can start when a conversation is created, updated or gets a new message. They check the message, the contact and the channel, then act.
- Assign to a team or agent
- Add labels and set priority
- Send a message, an email or a webhook
- Resolve chats that go quiet after a set time
Answer questions before they become tickets
Write help articles in a simple editor and publish them on your own domain. The same articles teach the AI agent what to say.
A help center that looks like yours
- Run more than one portal, each with its own brand
- Use your own domain, like help.yourcompany.com
- Sort articles into categories
- Publish in more than one language
Know who you are talking to and how it went
Contacts and companies
Every person who writes in gets a profile with their past conversations. Group people under their company.
- Add custom fields like plan, region or order count
- Keep notes on a contact
- Merge duplicate contacts
- Import contacts from a CSV file
Reports
See how fast your team replies and how happy customers are, today and over time.
- Overview with first reply time, resolution time and volume
- Reports by agent, inbox, team and label
- Satisfaction surveys after a chat ends
- A live view of open chats and who is online
A chat bubble that fits your site
Your look
Pick the color, position, greeting and launcher text. Show your team's faces and typical reply time.
Known visitors
Pass in the signed-in user's name and email with an identity check, so chats link to the right contact.
Proactive messages
Start a chat with visitors on pages you choose, like pricing or checkout.
Add an AI agent when you are ready
The inbox works on its own today. The AI agent plugs into it, answers from your help center and hands the hard tickets to your team with a summary.
See the AI agent