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Inbox and teamwork
Handle customer conversations, ownership, notes, priorities, and follow-ups.
Work from the unified InboxReview and answer calls, texts, email, web chat, WhatsApp, social, and imported context in one queue.Assign, prioritize, and tag conversationsMake ownership and urgency visible without losing the customer timeline.Use conversation statuses and follow-upsKeep active work, pending customer responses, follow-ups, and resolved conversations distinct.Add internal notes and teammate contextCollaborate privately without sending internal discussion to the customer.Use saved replies and support proceduresAnswer repeated questions consistently while keeping the final reply human-reviewed.Search and filter support conversationsFind work by customer, channel, ownership, status, priority, or recent activity.Review escalations and response riskWork the queue for SLA breaches, due-soon replies, failed delivery, unassigned work, and AI handoffs.Edit customer and contact contextKeep the shared customer profile useful without creating a second CRM inside each conversation.