Requests & inbox
Triage email and portal requests with assignment, SLA timers, routing rules, and CSAT. Link the conversation to the client, project, and contract involved.
Request assignment and deadlines
Import mail from Microsoft 365 or Google Workspace into conversation threads. Tag, assign, and link requests to companies. Configured SLA policies track first-response and resolution deadlines.
- Shared mailbox sync with automatic background catch-up
- SLA policies with business hours and breach notifications
- Routing rules, @mentions, and live updates across your workspace
Customer portal and survey follow-up
Authorized clients open and reply to tickets through secure sign-in links. Configured customer-satisfaction surveys follow ticket completion. A configured Teams connection can bring channel messages into conversations.
Features
- Conversation statuses, priorities and configured completion approvals
- First-response and resolution SLA timers with pause rules
- Configured customer-satisfaction surveys and reports
- Authorized customer ticket creation and replies
- Microsoft Teams channel ingest with secure webhook verification
- Linked contact and company records
- Optional approval requirements for ticket completion
- Conversation reports - volume, SLA compliance, CSAT trends