Manage WhatsApp, Instagram, Messenger and web chat in one shared team inbox. Assign chats, add notes, use filters and control access by role.
The workflow
Customer asks
A question arrives on any connected channel and lands in the shared inbox.
AI answers first
An AI agent trained on your policies and FAQs answers what it can.
Hours-aware replies
A working-hours block sets expectations when your team is offline.
Route to a person
Departments with schedules and assignment strategies hand the chat to an available agent.
Resolve
Agents use canned replies and close the chat with a resolution form.
What agents get
Context
The customer’s CRM fields, tags and previous messages beside the chat.
Filters and tags
Views for open, urgent or VIP conversations.
Roles
Permissions and session settings per role.
Self-service articles
Help articles inside the website chat widget.
Keep people in charge
- Let AI handle known answers, and route complaints and refunds to people
- Review AI conversations weekly and update the training material
- Use resolution forms to learn which questions to automate next
Step-by-step documentation
Frequently asked questions
Does support work outside WhatsApp?
Yes. Instagram, Facebook Messenger and website chat arrive in the same inbox.
Can I measure support outcomes?
Resolution forms record how each chat ended, and the website chat widget includes analytics.