Service Desk Inbox
Teams and routing rules, assignment, statuses with snooze, internal notes, canned replies, SLA targets counted in opening hours and an agent role that sees only the Inbox — for every channel in one place.
Replies from SMS, WhatsApp, e-mail and web chat already land in one shared Inbox. The Service Desk turns that Inbox into a place where a team can actually work a queue: every conversation has an owner, a status and a clock, and nobody has to guess what is waiting for them.
Routing rules send a conversation to the right team by channel, keyword, language or tag, and assign it to a person by round-robin or least-open. A person can snooze a conversation until later, leave internal notes the customer never sees, and insert a canned reply with a shortcut. SLA targets are counted in your opening hours, so a message that arrives on Saturday night is not late on Sunday morning.
It also helps the person doing the work:
- Suggested replies and short summaries drawn from your knowledge and the real thread, which the agent reads, edits and sends as their own.
- A support-only login: the
agentrole sees the Inbox and nothing else. - A "what needs me now" badge and reports, so the team and its lead can see where time is going.
Benefits
Why it matters
Every conversation has an owner
Rules route by channel, keyword, language or tag to a team, then assign by round-robin or least-open — so a hand-off never sits in a shared pile.
Response targets that respect your hours
SLA time is counted in the opening hours you set, per channel. A conversation past its first-response target is flagged and the team is alerted.
Invite support without opening the rest
The agent role gets the Inbox and read access only — no billing, no campaigns, no API keys.
Capabilities
What you can do
Teams and routing rules
Create teams and rules that match a channel, keyword, language or tag and send the conversation to the right team.
Assignment: round-robin or least-open
Each rule picks its own strategy, or none. Views for mine, unassigned and all; taking a conversation over and handing it back stay one click.
Statuses, including snooze
Open, pending, snoozed and resolved. A new message from the customer reopens a conversation; a snoozed one returns at the time you chose.
Internal notes and canned replies
Notes sit in the thread but are never sent. Canned replies are inserted with a shortcut, with the contact's name filled in, and can be limited to a channel.
SLA targets in opening hours
Set first-response targets per channel. Time is counted in your opening hours by default; counting wall-clock time is a setting. A breach is flagged once per wait.
The agent role
A login for support people: Inbox and read access, nothing on billing, campaigns or API keys.
Suggested replies and summaries
One click shows what the assistant would say, from your knowledge and the real thread; the agent edits and sends it as their own. A long thread gets a summary of at most five lines. Neither is sent or recorded on its own.
Urgency by plain rules
Words such as urgent, fraud, complaint or refund raise a conversation's priority by fixed rules, not a model, and the reason is recorded. A priority a person set is never overwritten.
"What needs me now" and reports
A badge counts what is waiting and refreshes while the Inbox is open; a browser notification is there if you switch it on. Reports cover volume by channel, first-response and resolution time, hand-off reasons and top unanswered questions.
Frequently asked questions
Do I need the AI chatbot to use it?
No. Teams, routing, assignment, statuses, notes, canned replies and SLAs work on the conversations in your Inbox whether or not an assistant answers any of them. When the chatbot is on, its hand-offs simply arrive in the same queue.
What can an agent see?
The Inbox and read access. An agent cannot see billing, campaigns or API keys, and cannot change the chatbot's settings or approve its actions — those need an owner or admin.
How is an SLA counted?
From the customer's message to the first reply by a person, counted in your opening hours by default, so nights and closed days do not eat the target. Counting wall-clock time instead is a setting.
Does urgency detection use AI?
No. It is plain word rules in English and Danish, so you can predict what it will flag. Suggested replies and summaries do use AI, and both only draw on your own knowledge and the conversation.
Does the badge push to my phone?
No. The badge refreshes while the Inbox is open in a browser, and a browser notification is available if you switch it on. There is no mobile push.
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No credit card required · EU data residency · 99.99% uptime SLA