Customer details alongside every conversation
See customer details and tags alongside the conversation, link a known sender or create a customer record when needed.
Conversations
Every conversationin one inbox
Bring customer messages from all your channels into one inbox. Assign conversations to your team, personalize saved replies and track engagement with your links. Keep customer details, conversation history, tasks, bookings and invoicing tools alongside every conversation.
Messaging channels
Connect your channels and manage messages in one place
Connect Messenger, Instagram, WhatsApp and Telegram, then add email, SMS and website chat. Receive and reply to messages from one inbox, see which channel each customer is using and monitor the connection status of every account.
Who it suits
Stores, creators and service businesses whose customers use more than one channel.
What it offers
Seven channels in one inbox, connected accounts, sender selection and connection status.
Why it matters
Keep the relationship in context, with a clear view of where the conversation started and who is handling it.
Unified inbox
Organize conversations and prioritize your replies
Open a conversation with its messages and customer details side by side. Search by name or within messages, then filter by channel, assignee and tags. Save views that suit your day, snooze what needs time and close what is complete so follow-ups stay clear.
Who it suits
People handling sales enquiries and customer service who need to find details quickly.
What it offers
Message search, filters, saved views, individual read status for each team member, stars, snoozing, closing and bulk actions.
Why it matters
Start each reply knowing who is asking, what has already been discussed and what comes next.
Team collaboration
Assign conversations and coordinate replies as a team
Assign each conversation to a teammate or distribute new conversations in rotation or by workload. Share internal notes, mention colleagues and discuss details in team chat. Viewing, typing and reply-time indicators help everyone coordinate follow-ups and avoid overlapping replies.
Who it suits
Sales and support teams, and agencies organizing communication within client accounts.
What it offers
Assignments, automatic distribution, conversation followers, internal notes, mentions, team chat and viewing, typing and reply-time indicators.
Why it matters
Everyone knows what they own, and colleagues have the context they need when a conversation needs their input.
Quick replies
Reply faster with saved answers you can personalize
Save answers to common questions, introductions and follow-ups in your reply library, then insert them with a button or the “/” shortcut. Personalize the text with customer details, add the formatting and attachments supported by the channel, then review and send.
Who it suits
People answering daily questions about pricing, availability, services and buying.
What it offers
A searchable reply library with editing, duplication, customer-data variables and quick insertion into the message editor.
Why it matters
Keep answers consistent while leaving room to respond to the individual and their question.
Smart links
Create trackable links and monitor customer clicks
Create a trackable link to an offer, product or booking page and share it in your messages. Use a public link or a personalized link for each recipient, then monitor clicks with automated previews filtered out. Use that engagement to follow up with customers or trigger the automation flows you configure.
Who it suits
Businesses sharing offers, sales pages and bookings that want to understand engagement.
What it offers
Link creation and management, public or recipient-specific links, and click tracking with automated previews filtered out.
Why it matters
Connect a useful destination to your message and use interest as a signal for a relevant follow-up.
Website chat
Answer website visitors’ questions with live chat
Add a chat window to your website so visitors can ask questions as they browse and your team can reply from the same inbox. Choose where the chat appears, set your team’s availability and create an out-of-hours message that lets visitors leave their contact details for a follow-up.
Who it suits
Stores, service websites and sales pages where visitors need an answer before taking the next step.
What it offers
A chat widget connected to Builder, visitor sessions, domain and availability settings, and conversations in your unified inbox.
Why it matters
Make questions part of the website experience and give your team context to follow up after a visitor leaves.
Conversation capabilities
Everything your team needs to reply and follow up
Organize messages, coordinate your team and use customer details to give clearer answers and more relevant follow-ups.
Search within messages
Find a detail within messages and jump to its place in the conversation to read it in context.
Saved conversation views
Combine filters, save a view, share it with your team and organize conversations that need a follow-up.
Give each thread an owner
Assign a colleague or configure rotation or workload-based distribution, with a limit on open conversations.
Internal team notes
Leave an internal note and mention a colleague, clearly separate from the reply your customer receives.
Viewing and typing indicators
See who is viewing a conversation or typing a reply, and track the time remaining against your reply target.
Conversation status management
Star important conversations, snooze follow-ups and close completed threads. Restore conversations from the trash within the retention period.
Beyond plain text
Send formatted email, images, files and voice messages, within each channel’s supported formats and size limits.
Channel-aware templates
Use approved templates where supported, preview variables and respect the channel’s reply window and provider rules.
Pick up your reply
Move between conversations with your writing retained during the session, and use shortcuts for replying and organizing.
Turn talk into action
Create a task, booking or invoice, share a product link and follow customer-related activity from the conversation.
Clear communication controls
Control what team members see and do, while respecting contact preferences, do-not-disturb settings and channel restrictions.