Every conversation your flows hand over lands in one queue your team claims, replies to and resolves together. No juggling browser tabs to keep up with four channels.
Every feature here exists because a team asked for it while working a real queue.
Every channel's conversations in one list. Filter by Mine, Unassigned, All or Snoozed, and search across the lot.
Flow turns, customer turns and agent turns interleaved on one timeline, so nobody has to guess what was already said.
Replying claims the conversation and takes it off everyone else's queue. Release it when you're done, or hand it to someone better placed.
Work a conversation out with a teammate inline. Your team sees the note, the customer never does.
SupportBuddy is built in. Switch it on and every conversation opens with a draft from your knowledge base for your agent to edit and send.
The same person on WhatsApp and Intercom is one contact with one history, however many channels they use to reach you.
When a flow reaches the end of what it can do, it pauses and passes the thread on. The next person picks up with the whole transcript already there, and no copy-pasting between tabs.
The moment an agent replies, the flow pauses. A conversation is driven by the flow or by a person, never by both. Put the flow back in charge when things are routine again.
Whatever the flow already collected is in the thread and in the conversation record, so your agent starts from what the customer already told you.
Claim, reassign, snooze or resolve from the thread header, without leaving the conversation you're reading.
Every outbound reply is tracked to sent or failed, on every channel, so a message that didn't land doesn't quietly disappear.
Every conversation starts in UniversalFlow and lands here. SupportBuddy drafts the replies for any flow you've turned it on for.
Tell us which channels your team is juggling today and we'll show you the same conversations in one place.
