Messages & Inbox
Every conversation. One inbox.
The assistant handles what it can. The moment it cannot, a colleague already has the thread, the customer record and the history in front of them.
One queue
Nine channels, and none of them is a separate inbox.
A customer who writes on WhatsApp today and Instagram next week is one person with one history. The channel is a detail of how the message arrived, not a filing system.
Messaging apps
WhatsApp, Telegram, Instagram and Messenger, each connected once and then indistinguishable from the rest of the queue.
Team chat
Slack and Discord, for the communities and internal channels where your customers already are.
Web and widgets
Your own site, plus JivoChat for teams already running it.
CRM-native chat
amoCRM and Kommo conversations flow into the same queue as everything else.
The handover
The part most tools get wrong.
Escalation is not a notification. It is a queue with rules, a record of who accepted, and a guarantee that two people never answer the same customer at once.
- A single queue
- Unassigned conversations and escalations waiting to be accepted or declined sit in one pull queue, so nothing is waiting in a place nobody looks.
- Department handover
- Move a thread to another department and it drops the current assignee and re-routes against that team, rather than sitting with someone who has stopped reading it.
- Collision detection
- You are told when a colleague has the same conversation open, and again when they start typing in it.
- Saved replies
- Team-shared canned responses, inserted inline with a "/" rather than pasted from a document nobody keeps current.
- Business hours
- An out-of-hours auto-reply for the whole team, kept separate from each agent’s personal working hours so the two never contradict each other.
Inbox
Real email, not a contact form.
Connect the mailbox you already send from over IMAP and SMTP. Because the mail leaves your server rather than ours, your deliverability and sender reputation stay yours.
- Connect your own mailboxes and your own domains over IMAP and SMTP
- Routing rules decide which mailbox a message belongs to and who picks it up
- Per-mailbox signatures, so replies look like they came from the person sending them
- Reporting per mailbox alongside the chat reporting, not in a separate tool
- Threads attach to the customer record in the CRM
AI on email, safely
Three safeguards you do not have to find.
Letting AI answer email is the point at which most teams get nervous, and reasonably so. These are defaults, not settings you have to discover.
- Off by default
- A new mailbox is human-only. AI replies are something you turn on deliberately, per mailbox, once you have read what it would have said.
- A pause before sending
- Replies wait before they go out, so a colleague who is already reading the thread can claim it and the customer never gets two answers.
- A hard cap per thread
- After a set number of AI replies in one conversation, it stops and hands to a human, so two automated systems can never reply to each other forever.
Put every channel in one queue.
Connect a channel, watch the assistant work, and take over whenever you want to. The handover is the part we built first.