Assign, collaborate and organize. Every conversation finds the right person, and no one is left without an answer.
Distribute conversations across your agents and teams, automatically or manually. Balance the load and speed up replies.
Admins, agents, custom roles: give each member exactly the rights they need — no more, no less.
Leave private notes invisible to the customer, mention a colleague with @, and solve complex cases together — it all stays in the thread.
Set your availability and out-of-hours replies.
Set response-time commitments and track how they're met.
Categorize conversations to route and analyze them.
