Everything it does, with the numbers it ships with.

Department, category and priority derived from the message at ingest, before anyone opens it.

On by default. Newsletters, auto-replies, bounces and receipts never become tickets. They pass through and are logged with the reason.

Unassigned work sits in a pool agents can pull from, rather than going stale.

Customer replies append to the existing ticket instead of opening a duplicate. Resolved tickets reopen automatically on reply.

Received and sent, visible inline on the ticket.

Reusable answers with variable substitution, managed by team leads.

Private to staff, with @-mentions that notify.

15 min first response · 4 h resolution

1 h first response · 8 h resolution

4 h first response · 1 days resolution

1 days first response · 3 days resolution

Every target above is a workspace default you can change per priority.

Fires at 80% of the window elapsed, once per ticket per assignee.

1 h ahead of the deadline.

The assignee is always alerted; managers too by default (on).

Changing a ticket’s priority re-bases both SLA windows immediately.

Conversation history, customer profile, internal notes, attachments, the reason, and a deadline.

Ordered keyword rules evaluated top-to-bottom; the first match wins. Ships tuned for a finance desk and fully editable.

Separate critical, high and low vocabularies, so “chargeback” and “just wondering” never land in the same tier.

On by default. Off means tickets wait in the queue to be claimed.

Online +30 · Idle +15 · Break +5 · Offline +0

+25 when the agent speaks the detected language.

+3 per past ticket in the same category, capped at +15.

−5 per ticket already open on that agent.

Managers and admins pick up the ticket when a department has nobody eligible.

Contact details, external customer ID, country, language, plus wallet and account fields for finance workspaces.

Every ticket, call and note against that customer, in one timeline.

By order ID, phone, email, name or customer ID.

Detected on ingest, with one-click merge.

Synced records match on external customer ID first, then email, so a website account joins an existing profile instead of forking one.

Bulk-load an existing customer list from a spreadsheet.

The name of the purchase table, which identity fields appear, and the starter ticket categories your queue begins with.

The whole conversation condensed, on demand.

Drafted in your workspace’s tone and placed in the compose box for a human to edit. Never auto-sent.

Angry-customer detection flagged on the ticket.

Category, priority and department the agent can accept or ignore.

20 most recent messages by default.

Free-text workspace instructions appended to every prompt.

An admin can disable AI entirely, workspace-wide.

Twilio today. The provider is an interface: SIP or another carrier is one class, not a rebuild.

Any customer number, from the ticket or the profile.

Per-workspace, with transcription of the recording.

Notes attached to the call and the customer timeline.

Buy numbers per country, assign them to agents or departments, or verify a number you already own.

Prepaid credit wallet charged per started minute, with a transaction ledger.

Managers alerted below 5.00 in credit.

Monthly number fees swept automatically, with suspend and reactivate.

In-app and email, switchable independently per event.

An event switched off workspace-wide is off for everyone (all 9 ship on).

Staff can mute any enabled event for themselves, but cannot re-enable one the workspace disabled.

@-mentioning a colleague in an internal note notifies them directly.

Pushed over a websocket, no refresh, no polling.

Agent, team leader and manager: the same data framed for a different decision.

Any date range, defaulting to the last 7 days.

CSV download and print-to-PDF on every report.

Online, idle, break and offline tracked per agent, with daily stats.

Rolling 7-day window for response and resolution times.

The team overview can be restricted to managers only.

8 roles × 7 actions, editable per workspace. The owner role is immutable, so a bad matrix cannot lock everyone out.

TOTP from any authenticator app, enforceable workspace-wide.

Minimum 10 characters by default, hashed with bcrypt at cost 12.

After 30 minutes, with a 60-second countdown warning.

TLS in transit. AES-256-GCM for mailbox tokens and 2FA seeds at rest.

Every ticket change, login, export and upload, filterable by action, actor and date.

Security and privacy events kept 365 days and not shortenable. Ordinary activity defaults to 90 days and automated entries to 30, both configurable. Expired rows are pruned nightly.

Every query scoped to one workspace. Rate limiting on all routes, tightened on sign-in.

Active sessions listed per user and revocable individually.