Inbox
Sorted before anyone touches it.
A question, a problem, a request, a complaint or part of something bigger. The type changes how it should be handled, so it is decided on arrival rather than discovered three replies in.
Classified with a reason
"Complaint — the message uses the word 'unacceptable' and references a previous unresolved case." A classification you can disagree with is one you can trust.
Urgency from the customer, not the wording
An account in its renewal month with an unresolved complaint outranks a strongly worded question from a customer with no history. Tone is a weak signal; situation is a strong one.
Always correctable
A person can re-type any case in one click, and corrections are what the classification learns from. An AI decision nobody can overrule is a decision nobody trusts.
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.
Ownership
One person responsible for the next move, on every conversation.
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]