Inbox & tickets

Answer conversations, work them as tickets, and stay in sync.

• Appointments: booking pages, links and calendar invitesLet customers book calls or meetings with your team through a booking page. Set length, hours and time zone, share fairly between agents and send calendar invitations automatically.
• Assign, resolve and reopen conversationsTake a conversation, hand it to a teammate, let routing assign it for you, then resolve it when it is done. A visitor who writes again reopens it, and ratings show how it went.
• Get chat transcripts by emailEvery finished chat is emailed to the people who want it, with the website's name first in the subject so you can tell sites apart at a glance.
• The inbox: reply, assign, note and resolve conversationsEvery conversation from every channel lands in one inbox. Reply, assign, add private notes, use saved replies, track follow-ups and resolve, with the assistant's hand-over reason shown.
• Keyboard shortcuts and the command palettePress Ctrl K (or Cmd K) to search conversations and run any command, and use single-letter shortcuts to move through the inbox without touching the mouse.
• Private notes and @mentions for your teamWrite notes only your team can see, mention a teammate to pull them in, and review everything you were mentioned in from the Mentions inbox, with unread tracking.
• Sent, Delivered, Seen: what the ticks on a reply meanEvery reply you send shows where it got to: sent, delivered in the visitor's chat, seen, or sent by email when the visitor had already left the website.
• Saved replies, shared replies and action macrosAnswer faster with shortcuts, a shared library of approved replies, and one-click action macros that tag, assign, remind and reply for you.
• Mark spam and block a visitor in the inboxClear junk out of your inbox with Mark as spam, and stop a visitor from writing to you again with Block. Both can be undone from the conversation.
• Tickets: table view, priorities and reference numbersWork conversations as tickets without a separate system: a sortable table, priorities, bulk actions, a ticket form for your website, a support page and reference numbers.
• Edit and unsend a reply in the inboxFix a typo, change an answer or take a message back. You can edit or unsend your own replies, and a short Undo bar appears right after every send.