Inbox

A helpdesk built for AI and humans.

One queue where Agent and your team work the same conversations — SLAs, assignment, views and tickets that understand who’s handling what. Under 100 milliseconds to switch between conversations.

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Inbox · Support · All conversations

Ana Ferreira Resolved by Agent · reopened

Agent summary
Lost-in-transit parcel. Replacement #48377 created, express, no charge. Customer now asking for a discount code — outside Agent's permissions. Sentiment: positive.

Thanks! Could I get a discount code for the hassle?

Ana · WhatsApp · 09:44

Reply to Ana… ⌘ + K for Copilot

Send

Queue

Views, SLAs and assignment that see the whole team.

Agent is a teammate in the queue, not a bot in front of it. Views can filter by what Agent resolved, reopened or handed off; SLAs start at the right moment; round-robin and load-based assignment count AI capacity when they balance work.

Views that understand AIFilter by handler, procedure, confidence and outcome — not just tag and status.
SLAs that stop the clock correctlyWaiting on the customer, on Agent, or on a side conversation — each handled properly.
Assignment limitsCaps per rep, away mode that reroutes, and priority lanes for VIP tiers.

Inbox · Support · All conversations

Ana Ferreira Resolved by Agent · reopened

Agent summary
Lost-in-transit parcel. Replacement #48377 created, express, no charge. Customer now asking for a discount code — outside Agent's permissions. Sentiment: positive.

Thanks! Could I get a discount code for the hassle?

Ana · WhatsApp · 09:44

Reply to Ana… ⌘ + K for Copilot

Send

Collaboration

Tickets, side conversations and Slack — without leaving the thread.

Escalate to engineering in Slack, open a ticket for finance, ask a teammate a question — all as side conversations attached to the customer thread. The customer never sees the internal traffic; your team never loses it.

Slack side conversationsStart a thread in #eng-payments from the inbox. Replies flow back with the summary.
Tickets with workflowsBack-office work with its own states, owners and SLAs, linked to the conversation.
Notes you can editFix a mistake, add context, keep the history honest.

Inbox · Handed off by Agent

Agent summary · 3 actions taken
Customer's parcel #48213 lost in transit. Replacement #48377 created with express shipping, no charge. Now asking for goodwill discount — outside Agent permissions (limit: refunds only). Recommended: 15% code per goodwill policy. Sentiment: positive · Language: EN · VIP: yes

Thanks! Could I get a discount code for the hassle?

Ana · WhatsApp · 09:44 · assigned to Maya (Tier 2) · SLA 1h

Channels

Every channel in one thread.

Email, web and in-app chat, WhatsApp, SMS, phone, social DMs and Slack Connect. A customer can start on one and continue on another; your team sees one record, one history, one identity.

Phone, properlyWarm and cold transfers, recording consent, per-brand numbers, CSAT on outbound.
Send delay and undoA short window to catch the typo, on every channel.
Composer draftsStart a reply, switch conversations, come back — it’s still there.

Conversation · Sam Okafor · Omnichannel

Where's my order? WhatsApp

It's out for delivery today, Sam — tracking says by 4pm.

Great, and can I get the invoice emailed? Email

Sent to sam@helio.energy just now. Same thread, whichever channel you reply on.

Perfect, thanks. In-app

One conversation · three channels · one record

Shipped this quarter

Over 60 improvements to the helpdesk you use every day.

Small things, requested by teams like yours, shipped weekly.

Slack side conversations

Collaborate with engineering or finance without switching tools. Summaries flow back into the thread.

Delayed and undo send

A configurable window to review or recall a reply before it reaches the customer.

Edit notes

Correct internal notes any time, with an edit history your admins can audit.

SLA sorting and away mode

Sort any view by SLA remaining; away mode reassigns open work automatically.

Assignment limits

Per-rep caps so no one drowns while someone else waits for work.

Company metadata in views

Plan, ARR, region and custom fields available as filters and columns.

See everything shipped this quarter

Performance

Built for speed, stability and performance.

<100ms

Conversation switching

Down from nearly half a second

6×

Faster inbox load

Measured across all customers

87%

Fewer issues reported

Across the helpdesk in the last two quarters

FAQ

About Inbox.

Can I migrate from Zendesk, Intercom or Freshdesk?

Yes. Our import brings conversations, tickets, macros, help center articles and users with history intact. Most teams finish in an afternoon; we run the migration with you on Growth and Scale.

How many inboxes can I have?

Starter includes one team inbox; Growth and Scale include unlimited team inboxes with their own views, SLAs and permissions.

Do I need seats for everyone who touches a conversation?

No. Full seats are for people who reply to customers. Lite seats — free on Growth and Scale — let engineers, finance and managers view, comment and be @mentioned.

Is there a mobile app?

Yes, for iOS and Android, with push notifications, assignment and full reply. A rebuilt app ships this quarter — see the changelog.

A helpdesk built for AI and humans.

Views, SLAs and assignment that see the whole team.

Tickets, side conversations and Slack — without leaving the thread.

Every channel in one thread.

Over 60 improvements to the helpdesk you use every day.

Slack side conversations

Delayed and undo send

Edit notes

SLA sorting and away mode

Assignment limits

Company metadata in views

Built for speed, stability and performance.

About Inbox.

Move your helpdesk to the one built for this.