Product
Every conversation lands in one inbox. Teammates see the same thread. Filters, notes, macros and the customer record sit beside it. Are can take the ones that do not need a person.
Four channels, one list. The rest of Help Desk hangs off that list — not a second tab, not a forwarded email.
Chat, Instagram, Facebook and mail arrive as conversations in the same list. Filters keep the queue honest: unassigned, mine, waiting on the customer, waiting on us.
Name, previous channels and the last order stay in view while you type. Nobody opens a CRM tab to remember who Sophie is.
Build a view for VIP, for Instagram-only, for “waiting on us longer than a day”. The team shares the same list — they do not each invent a search.
Two people must not answer the same customer. Notes stay on the thread. Macros stop the blank box.
If Maya already has the conversation open, you see it. Take-over is a decision, not a surprise duplicate reply.
Internal notes and @mentions live on the same record as the customer messages. Nothing is copied into Slack and forgotten.
Saved replies insert in the composer. Bring the ones you use today to onboarding — we map them so the team does not start from a blank box.
When a chat needs an owner, a state and a due time, it is still the same conversation. Help Desk, Tickets and Are share the customer.
The inbox is the centre. These sit around it.
Park a thread until a time you choose. It comes back to the queue — it does not vanish.
One owner. Watchers see the thread without taking the work.
@ a teammate on the conversation. They get the context, not a forwarded screenshot.
Are is a participant, not a second inbox. You can take over at any time.
Owner, state and due time on the same customer. See Tickets.
First response and close times come from this desk, not a spreadsheet.
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