Allchannels,oneview
Every conversation from every platform lands in a single, real-time feed — so your team never misses a message and never loses context.
Multi-Channel Aggregation
Email, SMS, social messaging, internal notes, call logs, reviews, and live chat — all pulled into one unified timeline. No more tab-switching or platform-hopping.
Real-Time Team Presence
See who's viewing a thread, who's typing a reply, and who's idle — in real time. No more duplicate responses or stepped-on toes.
AI Reply Suggestions
Get instant reply drafts powered by AI with tone selection — professional, friendly, or empathetic. One click to send, or edit before firing.
Smart Thread Management
Assign, claim, release, reassign, resolve, snooze, or archive any conversation. Every action is logged. Every thread has an owner.
Customer Profile Linking
Every thread is automatically connected to the customer record — complete with vehicle history, past interactions, and purchase context. No manual lookups.
Messaging Window Compliance
Social messaging platforms enforce reply windows. When they expire, the inbox automatically falls back to SMS or email — so the conversation never drops.
Intelligent conversation routing
Every message hits the right person at the right time. Priority levels, smart assignment, and powerful filters mean nothing falls through the cracks — even at scale.
See how routing worksMessage intelligence
Every message is enriched with AI context. Reply suggestions adapt to tone. Scheduled sends respect timezones. Sentiment triggers catch issues before they escalate.
Explore message intelligenceThe difference is night and day
Under The Hood
Technicaldeep dive
The inbox is built on a UnifiedThread + UnifiedMessage model that abstracts away channel differences. Whether a message arrives via email, SMS, social DM, or internal note — it becomes a standardised message object within a unified thread. Multi-channel aggregation means a single customer conversation can span multiple platforms without losing continuity.
WebSocket connections deliver instant message updates, typing indicators, and presence tracking across the entire team. Optimistic UI updates mean sent messages appear immediately — before server confirmation — with automatic reconciliation. The result is a feed that feels as fast as native messaging.
When a new message arrives, the AI analyses conversation context, customer history, and sentiment to generate reply suggestions in multiple tones — professional, friendly, and empathetic. Suggestions can be regenerated on demand. Sent messages carry an AI-generated indicator so recipients and auditors know the origin.
Scheduled messages are timezone-aware — the system calculates the recipient's local time and suggests optimal delivery windows. Retry logic handles failed sends with exponential backoff. Scheduled messages can be edited or cancelled before dispatch, and delivery confirmation is tracked end-to-end.
The inbox uses singleton state management to prevent redundant data fetching across components. Batch loading pulls multiple threads in a single request. Request deduplication ensures identical API calls are merged. Virtual scrolling renders only visible threads — so the inbox stays fast whether you have 50 conversations or 50,000.