Features
Everything the desk does today
Grouped by the question it answers. Anything on the roadmap is marked as such, at the bottom, and is not counted here.
Key capabilities
What you get on day one
Not a roadmap. This is what ships today.
3channels
One thread, however they reach you
Email with real threading, WhatsApp Business, and a portal your customers use without an account. A case that starts as an email and continues on WhatsApp is still one case.
24hwindow
WhatsApp, handled properly
The 24-hour reply window is tracked and shown as a countdown. Outside it, an approved template goes instead — and if there is no template, your agent is told rather than left thinking the message was delivered.
0passwords
A portal customers actually use
Identity is an email address they proved they can read. Nothing is created until they open the link, so nobody raises a case in your customer's name.
1ledger
Numbers you can defend
Every figure is computed from the event ledger on read, never accumulated into a counter. The same history reads 240 minutes under one policy and 120 under one that pauses on hold.
Channels
Meet customers where they already are
Three inbound channels, one case, one history.
Keep your published address and forward it to us. Replies preserve From, Message-ID and References, so a case is raised in the customer's name and their answer lands back on the same thread — matched on the headers first, and the case number only as a fallback.
- Your own domain
- True header threading
- Attachments kept
- Quoted history trimmed
Run on the Cloud API alongside the WhatsApp Business app on the handset, so your staff can keep answering the way they do now while the desk mirrors both directions. Voice notes, photos and documents arrive as attachments on the case.
- Coexistence with the handset
- Window countdown
- Approved templates
- Media in both directions
Portal
A public help page per desk, with your articles on it and a form underneath. Customers track their own cases with a link, and nothing is filed until they open the one we email them.
- A page per queue
- Article search
- No account to create
- Verified by email
Service levels
A deadline that means something
Most desks measure in wall clock and then explain the numbers away. This one measures in the hours you are open.
Business hours, per queue
Each desk has its own rota and its own holidays, in its own timezone. A case raised at 16:55 on Friday is not late at 09:00 on Monday because a clock ran all weekend.
A ladder, not one email
Escalation is tiered. The assignee first, then their manager, then whoever you name — and it is the highest rung due that fires, so a desk left overnight gets one message rather than three.
Snooze never launders a breach
Parking a case hides it from today's list and changes nothing else. It still counts as overdue and still escalates. Pausing the clock on hold is a policy setting, decided once, in the open.
A policy change is a new version
Tightening a target publishes a version; cases already open keep the promise they were raised under. Last quarter's attainment is the same number next quarter.
Fast and useful are different numbers
A one-click rating when a case is resolved, reported beside attainment. A desk that answers in four minutes and solves nothing cannot report itself as healthy. Customers rate from the portal, with nothing to sign in to.
The dashboard
Numbers a review can survive
Attainment, medians and escalations, every one of them derived from the event ledger at the moment you open the page. Tighten a target next month and last month's figures do not move.
Open
42
across 3 desks
Overdue
3
all escalated
Unassigned
6
in your branches
No deadline
0
the one to watch
By desk
| Desk | Open | First reply | Median |
|---|---|---|---|
| Technical support | 24 | 96% | 14m |
| Billing | 11 | 100% | 9m |
| Field service | 7 | 88% | 41m |
"No deadline" is the figure to watch. A case with no target can never breach and never escalates, so it is missing from every other number on the page — which is the one state that looks exactly like everything being fine.
How it works
Four steps, and none of them is a spreadsheet
A case arrives on whatever channel the customer chose, gets a deadline it can be measured against, and leaves a record that still makes sense a year later.
- 01
Capture
A customer writes to your published address, messages your WhatsApp number, or asks through the portal. All three raise the same kind of case, on the same thread, with the attachments they sent.
- 02
Route
The queue decides the branch, the opening hours and the promise. A case lands with its first-reply and resolution deadlines already computed against that queue's own rota and holidays.
- 03
Resolve
Your agent answers once, and the customer gets it on the channel they used. Internal notes stay internal. Suggested articles appear as the subject is typed, on both the agent's form and the customer's.
- 04
Prove
Every state change is an event in an append-only ledger. Attainment, medians and escalations are derived from it on read — so tightening a target next month does not re-judge last month.
Roadmap
Where the desk goes next
Everything above is live today. This is the direction — an intelligent layer on top of a desk that already works, rather than a promise standing in for one. We publish it so you can see what you would be buying into, and tell us which of it matters most to you.
AI reply drafting
A first draft written from the thread and your own published articles, in the customer's language, for the agent to edit and send. It never sends on its own.
Automatic triage
Queue, priority and tags suggested from the first message, with the confidence shown — and a human able to overrule it without the model arguing back.
Deflection bot
Answers from your published knowledge base, over chat and WhatsApp, that hands over to a person the moment it is out of its depth rather than looping.
Also on the list
- Thread summaries
- Chat widget
- Public status page
- Round-robin assignment
- Macros and canned replies
- Public REST API and webhooks
- Slack and Microsoft Teams
- Automatic translation
- Instagram and Messenger
- Voice and callbacks
- Custom fields per queue
- Breach forecasting
See it against your own queues
Half an hour, your data, no slides. Tell us how support reaches you today and we will show you what it looks like on the other side.