Everything your team needs to deliver great support.
brings every channel, workflow, and insight into a single platform — so your team
can move faster without missing a beat.
One screen. Every conversation.
Unified Inbox
All customer conversations from every channel in one place. Agents never need to switch between tools — everything happens in a single, streamlined interface with complete context.
- ✓ True omnichannel threading across channels
- ✓ Real-time typing indicators and channel status updates
- ✓ Private notes for internal collaboration
- ✓ Canned responses with variable interpolation
Work smarter, not harder.
Smart Automation
Event-driven automation rules that execute actions based on triggers and conditions. Auto-assign conversations, apply labels, send replies, and trigger webhooks — all without manual effort.
- ✓ Round-robin and balanced auto-assignment
- ✓ Conditional triggers with custom actions
- ✓ Execution logging with success/failure status
- ✓ Loop prevention — engine tags its own actions
- ✓ Webhook integrations for external workflows
Operational visibility, built in.
Reporting & Analytics
A full reporting suite with agent performance dashboards, conversation volume reports, response time trends, and CSAT analytics — not a bolt-on add-on. Channel-aware CSAT delivery respects WhatsApp 24h and Facebook 7d messaging windows.
- ✓ Agent performance dashboards with per-inbox filtering
- ✓ Conversation volume reports with daily/weekly/monthly grouping
- ✓ Response time and resolution time trend tracking
- ✓ Channel-aware CSAT surveys (respects platform messaging windows)
- ✓ Streaming CSV export for large datasets
Automate first response.
Agent Bots
Webhook-powered bots that greet customers, answer common questions, and collect information before handing off to a human agent. Conversations start with the bot and escalate seamlessly when needed.
- ✓ Webhook-based bot with exponential backoff retry
- ✓ PENDING→OPEN state machine handoff to human agents
- ✓ Multi-inbox bot assignment
- ✓ Secure token-based authentication
Empower self-service.
Knowledge Base
A branded help center portal where customers find answers without contacting support. Rich article editor, categories, and full-text search — reducing ticket volume and improving satisfaction.
- ✓ Custom-branded public help center
- ✓ Rich article editor with categories
- ✓ Full-text search powered by PostgreSQL
- ✓ No login required for customers
Built for teams, not individuals.
Team Collaboration
Route conversations to specialized teams, manage agent capacity, and collaborate with private notes. Workload balancing ensures no agent is overwhelmed while SLAs stay on track.
- ✓ Team-based conversation routing
- ✓ Balanced assignment with round-robin tie-break and capacity verification
- ✓ Per-priority SLA thresholds with business hours awareness
- ✓ Hierarchical SLA policies (inbox → team → global)
- ✓ Queue transparency for customers
Compliance-ready from day one.
Enterprise Security
Role-based access control with configurable roles and granular permissions, complete audit logging of every action, multi-tenant isolation, and encrypted communications. SAML/SSO available for enterprise plans.
- ✓ Configurable roles with scoped permissions across conversations, contacts, inboxes, teams, and reports
- ✓ Complete audit trail — who did what, when
- ✓ Multi-tenant data isolation
- ✓ Dead letter queue — failed messages captured and replayable
- ✓ SAML/SSO for enterprise authentication
Know every customer.
Contact Management
A full CRM layer built into your inbox. Contact profiles with custom attributes, tags, notes, and company associations — plus intelligent deduplication that detects and merges duplicate contacts without losing conversation history.
- ✓ Contact profiles with custom attributes and tags
- ✓ Intelligent deduplication with similarity scoring
- ✓ Contact merging without losing conversation history
- ✓ Full conversation history per contact across all channels
- ✓ Company associations and contact segmentation
Transparency your customers will thank you for.
Queue Intelligence
Real-time queue position visibility with estimated wait times calculated from 180 days of historical response data. Customers see exactly where they are in line and when to expect a reply — per-inbox, with configurable update intervals.
- ✓ Real-time queue position ("You are #3 in the queue")
- ✓ Estimated wait time from 180 days of historical data
- ✓ Periodic position updates at configurable intervals
- ✓ Per-inbox notification frequency configuration
- ✓ Graceful fallback when historical data is insufficient
Ready to see it in action?
Book a personalised demo and we'll walk through your specific channels and workflows.
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