Customer portal
The thread, without the email archaeology.
Customers lose email threads, forward them to colleagues and reply to the wrong one. A single readable history of their conversation with you removes a whole class of confusion.
One thread per situation
The same organisation as the internal case, seen from the outside — so the customer and the agent are looking at the same conversation.
Internal notes are never shown
The internal discussion on a case is internal. The boundary is enforced by the data model, not by a toggle somebody might get wrong.
Their colleagues can be included
Where more than one person at the customer is involved, the thread can be visible to them. That is a decision the customer makes, not one you make for them.
Customer portal
The rest of this area.
A signed-in home for the customer, so the answers can be specific.
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]