While you slept, the agent answered from the pool. What's left is a short, sorted queue — each thread carrying a summary and its full history.
Refund missing after a cancelled order
Order stuck in processing
Card update before renewal
Hit our plan's monthly limit
I cancelled order #7241 last week — still no refund
Your refund was issued the same day you cancelled — banks usually post it within 2–4 business days.
It's been six business days now and nothing has arrived
Hi, I'm Nina — tracing your refund right now.
AI summary
By nine, the repeats are closed and the queue holds only what genuinely needs a person.
Where-is-my-order and how-do-returns-work never reach a human — the agent closes them as they arrive.
Every escalation lands with an AI summary and the whole history — pick it up in one click.
Notes, @mentions, and live presence show who's on a thread, so two people never reply to one shopper.
Threads file themselves by state, and fresh work spreads across whoever is actually on shift.
Drafts, macros, delivery status, and private notes sit right in the reply box — so the admin work happens without your hands leaving the keyboard.
Hi Lea — sorry the refund kept you waiting! I've just re-sent the payment reference to your bank. What happens next: 1. Your bank matches the reference today. 2. The refund posts within 2 business days. 3. A confirmation lands in your inbox the moment it posts. Shout if anything else comes up!
Asking twice reads as not listening. The shopper's profile, past orders, and previous conversations sit one glance from the reply box.
The usual toll: lost history, a bot that knows nothing, macros rebuilt from memory. Coming from Zendesk, Freshdesk, or Intercom, you skip all of it.
What travels with you
Bulk actions, snoozes, priorities, previewed search, synced badges, and a spam folder — ten-second savings that add up to an hour.
Sweep a promo-day backlog: close, tag, or assign in batches.
Waiting on the carrier? Snooze it — the thread returns on its own.
Flag the VIP order so it stands out in every view.
See the message before you ever open the thread.
Badges agree across every tab and device.
Junk files itself away from the working queue.
Straight answers on channels, routing, and how the queue behaves with the AI on it.
Connect your channels, switch the agent on, sleep. 14 days free, no credit card required.