Organize the Inbox
All conversations arrive in the same place, regardless of the channel: your site chat, connected email, forms, calls, Facebook Messenger, and WhatsApp.
Available Channels
- Site Chat — conversations started from the widget.
- Connected Email — a support address (e.g., support@…) connected from the Channels page: incoming emails become conversations, and replies are sent from this same address.
- Forms, Calls, Messenger, WhatsApp — each is connected from the Channels page; the procedure is detailed in Connect Your Channels.
Assignment and Queues
Each conversation has a responsible agent. Unassigned conversations wait in a queue, and the round robin distribution automatically allocates new conversations among available agents.
Snooze
A conversation waiting for external information (or a client) can be snoozed: it leaves the active queue without being closed and returns when necessary.
Internal Notes and Tags
- Internal notes are visible only to the team, never to the client: useful for briefing a colleague before they resume an exchange.
- Tags qualify a conversation (subject, urgency, status) and facilitate sorting and tracking.
tip
The CRM contact card is displayed next to each conversation: history, purchases, appointments, and past tickets are within view before even responding.