AI handles most of it
The agent works each conversation end to end and closes quiet threads on its own.
AI runs the volume. Your team owns what matters.
Every conversation lands in one inbox. The agent handles most end to end; your team steps in to resolve, snooze, or escalate.
What it does
An inbox built for AI volume and human judgment
The inbox operators already know, with AI doing the heavy lifting and a clean handoff to people.
Resolve, snooze, and clear
Snooze a thread up to thirty days, then clear it to your own Done shelf.
Escalate in one move
Escalating unassigns the AI and pings your team in Slack, so a person always replies.
Views, labels, and many numbers
Nine views, color labels, and search across several numbers in one inbox.
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.
- Links each chat to its CDP person
- Deep links into the records that matter
- Same context for AI and humans
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 one inbox. Threads stay separate per channel; the customer record is shared. One queue, not one tab per number.
The lifecycle
How a conversation moves through the inbox
- 1
Assigned to AI
The agent picks up each new conversation and reads the customer context first.
- 2
AI works it end to end
It answers, follows up, and resolves. 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.
- 4
Resolved, then Done
The conversation clears to a Done shelf and reopens 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.
What does snooze actually do?
It hides a conversation and brings it back when you choose, from thirty seconds to thirty days. Useful for threads you cannot close yet.
Does it work across channels?
Yes. WhatsApp, voice, and web chat land in the same inbox. Threads stay separate per channel, while the customer record follows the person.
Where does the customer data come from?
From the customer data platform. The context panel links the conversation to the right person and records, the same data the agent reads.
See what the inbox connects to
See the inbox on your own conversations
A 15-minute walkthrough: the AI works a real queue, your team takes the exceptions.