EnglishOne shared inbox for every channel
WhatsApp, SMS, email, voice and social land in a single team inbox. Conversations follow the customer across channels, keep full context, and your whole team works them together.
Hi — order #4821 still hasn't shipped?
Priya MenonAttaching the receipt you asked for.
Priya MenonVoicemail · "Any update on #4821?"
Priya MenonOne thread, every channel
A customer can start on WhatsApp, reply by SMS, and finish over voice — the conversation hops without ever splitting into a new ticket.
Hey, is my order #4821 shipped yet?
Yep! Tracking: 1Z999AA10123456784.
Can you add a gift note before it arrives?
Context travels. Order history, past replies and internal notes carry across every hop — no one on your team ever asks the customer to repeat themselves.
Your team, in sync
Every conversation is a shared workspace. Assign it, @mention a teammate, drop a private note only your team can see, and let a bot draft the reply — while collision detection makes sure two people never answer the same customer at once.
- SR
Sara assigned this conversation to you
- YOU
You left a private note · @Marcus can you confirm?
Bot drafted a reply for your review
Escalated to Tier 2 — billing dispute
Marked resolved
Routing that runs itself
Write plain-language rules that read like a sentence. Conversations land with the right person the moment they arrive — no manual triage.
channel=WhatsAppandtopic=Billing
Billing team15mchannel=Voiceandtime=After hours
On-call + callback5mkeyword=“refund”andorder>$500
Tier 2 · notify managerPriorityreply=none in 10m
Escalate · round-robinAutoThe inbox, held to a standard
Every rule you set is a promise to a customer. This is the dashboard your team actually watches once routing and SLAs are switched on.
- Every rule you write becomes an SLA the inbox enforces on its own.
- Escalations fire automatically the moment a timer lapses.
- One thread per customer means the numbers never double-count.
Bring every conversation into one inbox
Give your team a single place to see, assign and resolve every customer conversation — across every channel.
Shared inbox — frequently asked questions
WhatsApp, SMS, RCS, email, voice and social channels like Instagram and Messenger all arrive in one place. Every message from a customer joins the same thread, whatever channel it came in on.
Yes. When a customer moves from WhatsApp to email to a phone call, the conversation stays as one continuous thread with full history, past replies and internal notes attached — so nobody has to ask them to repeat themselves.
The whole team works from the same inbox. You add teammates as seats, assign conversations, @mention each other and leave private notes, while collision detection stops two agents from replying to the same customer at once.
Yes. Routing rules assign conversations by channel, topic or keyword the moment they arrive, and SLA timers escalate or reassign automatically when a reply is overdue — so nothing slips through.