Everything on this page exists in the product. What does not, is not here.
The inbox
A conversation is a channel plus an identity, not a ticket. It does not reopen itself when the customer writes again, and it never merges with a conversation from another channel.
One list with filters: mine, unassigned, department, channel, label.
A thread with bubbles, day dividers, system events and locally stored media.
A composer with saved snippets, Meta templates, media and a drafted reply.
Every action on a conversation is recorded inside that conversation as an event line.
Team, departments and routing
Roles are bundles of permission keys, and any membership can override a single key. An agent scope is the one source of truth: it applies to the list, to search, to push and to reports.
Four roles: owner, admin, agent, viewer, with per-agent overrides.
Departments with separate queues, and deliberately narrow auto-routing.
Multiple owners on a conversation, transfer between departments, colour labels.
Business hours and SLA targets, with an alert when a target is missed.
Automation and flows
If-then rules cover most of the repeating work. When a script needs a menu and conditions, the flow builder handles it without code.
Rules: keyword routing, tagging, assignment and auto-reply.
Flows: menus, conditions, collecting details and handing off to a person.
Out-of-hours messages, configured per channel.
AI that is bounded by your knowledge base
The agent answers from the documents and answers the business entered, not from the internet. When it does not know, it hands over and says so in the conversation.
Knowledge base: documents and question-answer pairs, edited by the business.
A drafted reply for the agent, which is sent only after approval.
A conversation summary on the contact card and on handover between agents.
Transcription of voice notes and call recordings.
A voice agent on a dedicated extension, for businesses with telephony.
Telephony and softphone
A phone call is a conversation in the list, with a recording, a transcript and a summary. Agents in the field answer from the app.
Twilio with a sub-account per business, or Voicenter with per-agent extensions.
A SIP softphone on mobile and in the browser, including ringing from several businesses.
Numbers, call routing and recording are managed inside the business settings.
Contacts and the integration card
Every person gets one card holding all of their identities: WhatsApp number, email, Instagram handle. The card can pull data from your own system.
Custom fields per business, labels, internal notes and tasks.
A communication timeline that merges every channel for that contact.
Integration card: your system returns JSON, and it is rendered as-is.
Import from CSV, XLSX or vCard with column mapping and a dry run.
Reports and satisfaction
A dashboard and eleven reports: volume, response times, agents, departments, channels, labels and SLA. A short end-of-conversation survey feeds the satisfaction report.
Breakdowns by agent, department, channel and label, with export.
An automatic CSAT survey at the end of a conversation, per channel.
Usage report: WhatsApp conversations by category, AI tokens and storage.
Running the business account
One area for team and invitations, roles, plan and billing, usage, integrations and security settings.
Invite an agent by email, including one who already exists in the system.
Plan, invoices and payment method, in the same place you see the usage.
API keys, outgoing webhooks and a delivery log.
Enforced two-factor authentication and an IP allowlist, by plan.
Connect your first channel today
The wizard creates the business, connects a channel and invites the team. It ends by having you message yourself and watch it land.
