Omnichannel inbox
One inbox, one router
Every digital conversation lands in the same inbox and is offered to agents by the same router: skills, priority with ageing, capacity per channel, overflow and opening hours.
What agents and supervisors get
Offers with a countdown
Work is offered to the right free agent, who accepts it; presence carries pause reasons, and supervisors can log an agent out.
Skills, priority and capacity
Queues with skills, priority that rises with waiting time, a capacity per channel for each agent, and overflow when a queue is closed or full.
Tickets when you need them
Reference numbers, status, priority, custom fields and macros; merge and split by thread; a stale edit is refused rather than overwritten.
SLA policies
First-response, next-response and resolution targets by priority and channel, counted in business hours with holidays, with a warning before a breach.
The whole customer
One contact across channels, with every conversation, call and note on one timeline.
Surveys
CSAT or NPS on resolution, on the customer's last channel; a low score opens a follow-up ticket.
Rules that run themselves
Rules act on events such as a new ticket or a breached SLA, and on a schedule: tag, change priority or status, assign, escalate, notify or call a webhook.
- A rule never triggers itself and stops at a fixed depth, so rules cannot loop.
- Each rule has an hourly run limit.
- Every run is kept in an append-only audit, and a replayed event does nothing twice.
Questions about the inbox
Can one agent handle chats and calls?
Yes. Each agent has a capacity per channel, and the router takes open chats into account before it offers a call.
What happens outside opening hours?
Opening hours and holidays are set per queue. Web chat then shows an offline form, and what the visitor writes arrives in the inbox as a message.
Can a conversation become a ticket?
Yes. Any conversation can carry case fields, a reference number and an SLA policy, and stays one thread with the customer.