Connect on every channel
Create modern experiences. Deliver modern support.
Integrations and actions
Plug into the tools and data you already use
Inbox has integrations with Slack, Salesforce, Jira, and more. You can also build custom connections via HTTP requests or webhooks to provide your agents with all the context they need, in one customer view. Enrich customer profiles with 3rd party data and escalate customer issues to your internal business tools.
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artificial intelligence
Boost agent efficiency with AI
Use artificial intelligence to detect and translate languages, predict sentiment and intent, identify topics, and see suggested replies.
Inbound and outbound voice
Enable calls directly from your application
Let customers call you from your website or application for free, without additional software or downloads. Automatically retrieve customer profiles and interaction history when an agent receives a call. Plus, Inbox can automatically record and transcribe calls.
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Customization and insights
Perfect how you support customers
Customize your setup
Create auto-responses, set business hours, and build custom workflows with Flow Builder.
Optimize your support
Manage agent workload and configure ticket routing based on skill, language, and more.
Put your data to work, everywhere
Identify your most active channels, measure your performance against SLAs, and track ticket response and handling time.
Features
Unified omnichannel thread
See all messages with a customer in a single thread, across every channel of communication: email, WhatsApp, SMS, Messenger, Telegram, WeChat, LINE, and more.
Full communication history
Make your customers feel heard in every interaction with a chronological overview of every conversation, including topic tags and categorization.
Integrations and actions
Insert and view events related to the customer, including issues escalated to different channels, refunds offered, requests made, complaints registered, and any action performed over custom integrations with external services.
Rich media communication
Share more information with your customers and receive more context with messages containing rich media, including images, audio, video, location, documents, and more.
Internal notes
Share internal notes about a customer between agents, keeping the chronology and context intact. Annotate the customer's sentiment, status or loyalty to your business, making future interactions more relevant.
Notifications
Trigger notifications or alerts to any channel based on specific messages, keywords, or events.
Auto-reply
Create auto-replies with helpful information or provide a response even outside business hours.
Chatbots
Automate routine, repetitive answers or send helpful links and resources to address common problems.
NPS/CSAT surveys
Gather feedback from your customers after each conversation, improving the quality of your service.
Smart ticket routing
Set up rules that route messages to agents best suited to respond, based on the ticket's context and agent's skills.
Business hours
Set up logic that takes business hours into account for ticket routing.
Custom workflows
Create automated communication flows with Flow Builder and incorporate them into conversations in Inbox to reduce manual effort and improve customer satisfaction.
Rule-based tagging
Set rules to automatically tag inquiries based on the recognized topic, powering your smart routing and delivering necessary context to the agent.
Contacts API
Sync contacts from your database or CRM in real time and bring all relevant customer information into your agent's view, giving them full context without switching between screens.
Conversations API
Access all your messages and tickets programmatically, enabling integrations and interactions with your business application and systems.
Programmatic messaging
Send messages via API on any channel, while maintaining the full customer communication history.
BYO integrations
Build your own custom integrations (with Webhooks or HTTP requests) as part of your customer journey, keeping track of it in your Inbox.
Drag & drop visual builder
Use our intuitive visual interface to drag and drop steps into automated workflows communicating with your backend or any external service, with the option to hand over to a live agent at any point.
Templates
Create templates to improve agent efficiency. Get WhatsApp templates approved and initiate conversations with your customers, or re-engage outside the 24-hour WhatsApp session window.
Queues
Segment incoming messages into queues based on their topic and language. Assign agents to the queues reflecting their competencies and focus.
Agent skills
Ensure that tickets are handled by the most appropriate agents with skill-based routing. They can be categories, competencies, channel, or language.
Skill-based routing
Route tickets to agents depending on skill level. Create triage logic so when an expert is unavailable, tickets still get addressed by the next best agent.
Ticket segmentation
Segment tickets based on priority, category, language and more.
Workload management
Optimize the distribution of tickets to ensure a balanced workload across the team.
Unified thread
A single conversation thread for a customer across every channel of communication.
Messenger
SMS
LINE
Telegram
Live reports
Monitor your team's performance in real-time with auto-refreshing, full-screen analytics dashboard.
Average response time
Track the average time your agents take to respond to a ticket, monitoring each channel and queue.
In-app SLAs
Set SLAs for response and handling time per channel and benchmark your real-time performance against them.
Ticket trends
Optimize your scheduling by tracking hourly, daily, and weekly ticket trends.
Average handling time
See the average time your agents take to resolve a ticket, segmented by channel, queue, or agent, within chosen time frame.
Live queues
Get a real time overview of each agent and their current tasks with the time they've spent on them. Monitor live activity, time spent per issue and more.
Translations
Converse across language barriers with real-time translations between you and your customer.
Language recognition
Identify an incoming message's language and route accordingly.
Suggested replies
Provide agents with clickable replies based on customer messages.
Sentiment analysis
Recognize customer emotion, take action accordingly, and track improvements over time.
Intent and topic detection
Gain insights into a customer's needs, segment issues for automation, or escalate to an agent.
Automated bot creation
Inbox learns from frequent issues or requests and generates bots to automate answers.
Contact Center Manager
