One inbox for the whole department.
Email, WhatsApp, web chat and calls for a department arrive in one shared list. When someone is away, the team keeps answering, because the inbox belongs to the team and not to one person.
Every conversation for a department lands in one place, so cover is automatic and nothing waits in a single mailbox while its owner is away.
The inbox
What's in the inbox.
The header shows which department the inbox belongs to. Mine, mentions, snoozed, drafts, sent and closed are quick filters on the same list, not separate folders, and any filter you use every day can be saved as a view.
Layla AmiriTidal Systems9:41
Seat upgrade for two startersThey start on Monday, so we would need the seats before then.Rami HaddadTidal Systems9:12
Call: invoice queryTranscript and summary attached to the ticket.Maryam Al SuwaidiIronvale ContractingYesterday
Renewal termsCould we see the same rate for another year.Web chatUnknown visitorYesterday
Pricing questionIs the booking engine included or an add-on.Priya MenonNorthwindTue
Access for a new managerShe needs to approve leave for the Dubai team.The inbox belongs to the department.
The whole team can see and answer.
When someone is off, their conversations are already visible to everyone else, so nothing needs handing over.
- Give each department its own shared inbox
- Filter to just the conversations assigned to you
- Snooze a conversation and it comes back when due
- Keep closed conversations readable, so history is never lost
- Save any filter as your own view
Email, WhatsApp, web chat and calls.
However a customer reaches you, the conversation shows up in the same list, and calls arrive with a transcript.
- Receive email on your own domain
- Receive WhatsApp on your business number
- Receive web chat from your site
- Receive calls with a transcript and a summary
- Reply on the same channel the message came in on
Access
Who can do what.
Anyone in the department can read and answer. Deciding which departments get an inbox, and which addresses and numbers feed each one, is kept for admins, because it decides what your organisation receives at all.
Read the department inbox you belong to.
Reply, snooze, close, and save a view.
Assign conversations and turn one into a ticket.
Choose which departments have inboxes, and which addresses and numbers feed them.
Admin is the highest role and is not limited by the permission grid, so give it only to the few people who genuinely need it.
One week of cover, start to finish
Away for a week, nothing forwarded.
Because the inbox belongs to the team, there was nothing to hand over. Email, WhatsApp and calls kept arriving where everyone could see them, one became a ticket with an SLA, and the rest were answered as normal.
Nothing had to be forwarded, because the inbox was never theirs alone.