The conversation, its owner and its history in one view.
Agents work from a shared conversation workspace with waiting and assigned chats, customer context, message history and the actions needed to reply or hand a case to another teammate.
Activity
◉ Alex started a conversation from the website widget · 2 min ago
◇ Routed to the Support queue · 2 min ago
↗ Maya picked up the conversation · just now
Hi, can you help with my order? I need to update the delivery address.
Check the order before confirming any change.
Support becomes easier to coordinate when a new request, a previous answer and a private team note remain attached to the same thread.
How it works.
Follow the implemented workflow from the first action to the next.
See what needs attention
New work appears in the waiting queue or an agent's assigned view according to routing and availability.
Answer with context
The agent sees public messages, customer profile and history, then sends a reply or inserts an editable quick reply.
Organize or hand off
Tags, priority, private notes and capacity-safe transfers keep the case legible for the next person.
Built around the work.
Live conversation state
Typing, receipts and unread status update as customer and agent work across tabs or reconnect.
Searchable history
Archive search can use customer identity, conversation, message text and tags without reopening a closed thread.
Private collaboration
Internal notes are visible to authorized staff and excluded from customer widget, customer API and public webhook payloads.
Make it work for your team.
- Agents can set accepting status and use the allowed conversation actions for their role.
- Merchant administrators manage quick replies, tags, groups and staff permissions.
- Supervisors can review workload and reassign within the same tenant's rules.
Know what to expect.
- The inbox is a conversation workspace, not a verified unified email/social ticket inbox.
- A quick reply remains an editable draft until an agent explicitly sends it.
- Agent access and export permissions differ by role; private content does not become customer-visible.
One customer, two agents, one thread
Illustrative: Maya answers a website request and transfers it to a specialist. The next agent reads the earlier reply and customer details instead of asking the customer to repeat the issue.
The details matter.
Can agents find a resolved conversation?＋
Yes, authorized archive search retains the closed conversation and its public history. Searching does not reopen it.
Can the customer see an internal note?＋
No. Notes and supervisor coaching are staff-only in the validated API, socket and browser privacy tests.
What happens after a network interruption?＋
The validated web and widget clients restore missed messages once and preserve read state; production connectivity still depends on the deployed service.
Make every conversation easier to carry forward.
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