One queue, whichever way they got in touch.
Email, WhatsApp, web chat and calls arrive in the same inbox, scoped to the department that should handle them. Whoever is free picks one up, and the customer's deals and invoices are already beside it.
A queue per department. Nobody watches four apps.
Two channels, one conversation, one person answering. Nobody replies twice and nobody asks them to explain it again.
What feeds it
Four channels arriving in one place.
Most companies run a shared mailbox, a phone somebody carries, and a chat widget nobody checks after six. Here they are one queue, so a customer who emails on Monday and messages on Tuesday is one conversation rather than two people answering separately.
Your own domains, with threads that stay threads
Your business number, answered by whoever is free
The visitor on your website, mid-question
Answered, missed, and what was said after
The queue
It reads like an inbox, because that is what people know.
Inbox, mine, mentions, snoozed, sent and closed, plus the views your team saves for itself. Nobody is asked to learn a ticketing system to answer a customer.
- WhatsAppHarbour Line LogisticsCan you resend the revised quote?09:24
- Web chatVisitor on the pricing pageDo you deliver to the northern emirates?09:18
- EmailMeridian Supply CoPurchase order attached for the March delivery08:52Dana
- CallCedar Build ContractingMissed call, no voicemailYesterday
- EmailBrightpath InteriorsApproved. Kicking off Monday.YesterdayPriya
What the inbox does for you.
The queue
Email, WhatsApp, web chat and calls together
SoonBy department, by rule, and shared out in turn
SoonWorking it
Claim, assign, snooze, close, and saved views
SoonDeals, invoices and history, without opening a tab
SoonThe questions we get asked.
Anything longer lives in the help centre.
Which channels land in the inbox?
Email, WhatsApp, web chat and calls, in one queue per department, however the customer chose to get in touch.
How many conversations can it hold?
No limit. Nothing counts messages, conversations or the number of people working them.
Can we decide who gets what?
Yes. Route by department or by your own rules, share the queue out in turn, and claim, assign or snooze anything.
Do we see who we are talking to?
Yes. Their deals, invoices and history sit beside the conversation, so nobody has to ask a colleague who this is.
Bring the mailbox everybody shares.
Half an hour on your own queue, with the WhatsApp and the web chat landing in it too.