AI handles most of it
Conversations come in tagged Assigned to AI, and the agent works them end to end. It auto-resolves a quiet thread after about thirty hours so your views stay clean, and reopens if the customer comes back.
AI runs the volume. Your team owns the moments that matter.
Every conversation lands in one inbox. The agent handles most of them end to end, and a person steps in to resolve, snooze, or escalate. Nine views, labels, multiple numbers, and the customer context one click away.
What it does
An inbox built for AI volume and human judgment
The inbox an operator already knows, with the AI doing the heavy lifting and a clean way to take over the conversations that need a person.
Clean states and a Done shelf
Resolve a conversation when it is handled, snooze it to surface again later, anywhere from thirty seconds to thirty days, and clear it to your own Done shelf. Each teammate has their own, so one inbox does not turn into everyone tripping over each other.
Escalate to a human in one move
When a conversation needs a person, escalating unassigns the AI and pings the team in Slack. A human has to own a conversation to reply, so nothing goes out under your name without someone behind it.
Views, labels, and many numbers
Nine sidebar views for the cuts you work daily, labels in eight colors to organize by hand, fast search across every thread, and a channels list so several numbers live in one inbox instead of several tabs.
Conversation
Assigned to AI
Hi Mariana, happy to help. I can open the new account for you right here.
Great, what do you need from me?
Just confirm the email on file and I will take care of the rest.
How it connects
Open an account without leaving the chat
Every reply, agent or human, reads the same account context, right in the chat.
- Resolves a conversation to a CDP person and related records
- Deep links into the records that matter
- Same context for the AI and the human
Handoff
AIHuman
AIAssigned to AIPicks up the conversation
EscalatedPinged #cx in Slack
Owned by youA human takes the reply
ResolvedClosed, moved to Done
One inbox, every channel
The thread stays put, the customer record is shared
WhatsApp, voice, and web chat land in the same inbox. The customer record is shared across them; state is kept per channel, so threads stay separate. One queue instead of one tab per number.
The lifecycle
How a conversation moves through the inbox
- 1
Assigned to AI
A new conversation arrives and the agent picks it up, reading the customer context before it replies.
- 2
AI works it end to end
It answers, asks the follow-up, and resolves on its own when the job is done. Most conversations never need a person.
- 3
A human steps in when needed
Snooze it for later, or escalate to unassign the AI and pull in the team. The teammate who owns it replies.
- 4
Resolved, then Done
The conversation is resolved and clears to a Done shelf, ready to reopen if the customer comes back.
FAQ
Questions about the inbox
Can my team take over any conversation?
Yes. Escalate to unassign the AI and the team gets pinged in Slack. A human has to own a conversation to reply to it, so a person is always the one who picks it up.
What does snooze actually do?
It hides a conversation and brings it back at a time you set, from thirty seconds to thirty days. It is the remind me later for a thread you cannot close yet but do not want cluttering your view.
Does it work across channels?
WhatsApp, voice, and web chat land in the same inbox today, and the customer record is shared across them. State is kept per channel, so threads stay separate while the account context follows the person.
Where does the customer data come from?
From the customer data platform. The context panel resolves a conversation to the right person and shows related records and deep links, the same data the agent reads when it replies.
See what the inbox connects to
See the inbox on your own conversations
Book a 15-minute walkthrough and we will show the AI working a real queue with your team on the exceptions.