Inbox has Email, WhatsApp, SMS, Voice, Messenger, LINE, WeChat, and Telegram—and we’re rapidly adding new channels.
Interactions
Automation
Programmability
Productivity
Channels
Reporting
AI
See all messages with a customer in a single thread, across every channel of communication: Email, WhatsApp, SMS, Messenger, Telegram, WeChat, LINE, and more.
Make your customers feel heard in every interaction with a chronological overview of every conversation, including topic tags and categorization.
Insert and view events related to the customer, including issues escalated to different channels, refunds offered, requests made, complaints registered, and any action performed over custom integrations with external services.
Share more information with your customers and receive more context with messages containing rich media, including images, audio, video, location, documents, and more.
Share internal notes about a customer between agents, keeping the chronology and context intact. Annotate the customer’s sentiment, status or loyalty to your business, making future interactions more relevant.
Trigger notifications or alerts to any channel based on specific messages, keywords, or events.
Create auto-replies with helpful information or provide a response even outside business hours.
Create auto-responses, set business hours, and build custom workflows with Flow Builder.
Gather feedback from your customers after each conversation, improving the quality of your service.
Set up rules that route messages to agents best suited to respond, based on the ticket’s context and agent’s skills.
Set up logic that takes business hours into account for ticket routing.
Create automated communication flows with Flow Builder and incorporate them into conversations in Inbox to reduce manual effort and improve customer satisfaction.
Set rules to automatically tag inquiries based on the recognized topic, powering your smart routing and delivering necessary context to the agent.
Sync contacts from your database or CRM in real time and bring all relevant customer information into your agent’s view, giving them full context without switching between screens.
Access all your messages and tickets programmatically, enabling integrations and interactions with your business application and systems.
Send messages via API on any channel, while maintaining the full customer communication history.
Build your own custom integrations (with Webhooks or HTTP requests) as part of your customer journey, keeping track of it in your Inbox.
Use our intuitive visual interface to drag and drop steps into automated workflows communicating with your backend or any external service, with the option to hand over to a live agent at any point.
Create templates to improve agent efficiency. Get WhatsApp templates approved and initiate conversations with your customers, or re-engage outside the 24-hour WhatsApp session window.
Segment incoming messages into queues based on their topic and language. Assign agents to the queues reflecting their competencies and focus.
Ensure that tickets are handled by the most appropriate agents with skill-based routing. They can be categories, competencies, channel, or language.
Route tickets to agents depending on skill level. Create triage logic so when an expert is unavailable, tickets still get addressed by the next best agent.
Segment tickets based on priority, category, language and more.
Optimize the distribution of tickets to ensure a balanced workload across the team.
A single conversation thread for a customer across every channel of communication.
Monitor your team’s performance in real-time with auto-refreshing, full-screen analytics dashboard.
Track the average time your agents take to respond to a ticket, monitoring each channel and queue.
Set SLAs for response and handling time per channel and benchmark your real-time performance against them.
Optimize your scheduling by tracking hourly, daily, and weekly ticket trends.
See the average time your agents take to resolve a ticket, segmented by channel, queue, or agent, within chosen time frame.
Get a real time overview of each agent and their current tasks with the time they’ve spent on them. Monitor live activity, time spent per issue and more.
Identify an incoming message’s language and route accordingly.
Converse across language barriers with real-time translations between you and your customer.
Provide agents with clickable replies based on customer messages.
Recognize customer emotion, take action accordingly, and track improvements over time.
Gain insights into a customer’s needs, segment issues for automation, or escalate to an agent.
Inbox learns from frequent issues or requests and generates bots to automate answers.
“Our support team works tirelessly to deliver the best service for customers, regardless of their questions or the way they contact us. It’s refreshing to see an interface that takes the clutter out of omnichannel communication to make things easy and efficient.”
