Inbox
Somebody owns this.
Shared mailboxes fail in exactly one way: everybody can see a message and nobody is responsible for it. One named owner, always, and the queue makes an unowned conversation impossible to miss.
Owner, not assignee
The owner is responsible for the customer getting an answer, including when the work sits with somebody else. Handing a case to Finance does not hand over the customer.
Waiting on whom is visible
Waiting on the customer, waiting on us, waiting on a colleague. Three very different states that a single "open" status hides.
Cover when somebody is away
Owners go on holiday. Where a workforce directory is connected, cases move to the recorded backup rather than sitting until somebody notices.
Inbox
The rest of this area.
Every channel in one place, with the customer's history attached to each message.
One inbox
Email, chat, forms and portal requests in a single queue.
Knowing who it is
Matching an incoming message to a customer, without asking.
The context beside the message
What the company already knows, assembled before the agent replies.
Triage
What kind of request this is, and how urgent, decided once.
Handover
Passing a conversation without making the customer start again.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]