Communications Every channel into one inbox, and the routing that decides where a message goes.
Overview
Eight channels, one inbox, and why a channel never decides what something is.
Working the queue
The buckets, and what changes once you open a thread.
The channels
Email, telephony, and live chat with somebody on your site.
- EmailHow sending actually works, why it uses your own account, and what belongs here rather than in your mail client.
- CallsMaking and taking calls, the wrap-up that makes them useful, and what happens to the recording.
- Web ChatLive conversation with somebody on your website, and why speed is the only feature that matters.
Running it
Who receives inbound calls, and how a team works a list.