One inbox for every channel, shared by Fabiana and your team
Fabiana’s shared inbox brings every conversation from WhatsApp, Instagram, email, your website chat, SMS, Telegram and the phone into one place, where Fabiana and your team work side by side. Your team assigns, labels, snoozes and resolves conversations, and on the channels you choose, Fabiana writes drafts that a person approves before they are sent.
Try it
An interactive example with a fictional business. Click around.
Lucía Gómez
- Hi! Is there space for two on Saturday morning? First time diving.
- Draft by Fabiana, not sentHi Lucía! Yes, we have two places on the 9:00 Discover Scuba on Saturday. It’s €75 per person, with all the equipment. Shall I book them for you?
How it works
Every message lands in one place
Whatever the channel, the conversation shows up in the same inbox, linked to the contact, with the whole history.
The right person picks it up
Assignment rules route it by channel, keyword, stage or urgency. Anyone can claim a conversation, and the team sees who else has it open.
Fabiana answers or drafts
On each channel you choose: she replies on her own, or writes a draft your team sends as it is, edits or discards.
Everything included
Channels
- Website chat
- Email, with Gmail and Outlook
- WhatsApp and Instagram
- SMS and Telegram
- Phone calls, with the transcript in the conversation
Teamwork
- Assign, claim and hand back conversations
- Assignment rules by channel, keyword, contact stage or urgency
- See who else is looking at a conversation
- Internal notes the customer never sees
- Labels, priorities and snooze until later
- Bulk actions on many conversations at once
Fabiana helps
- Drafts to approve, edit or discard, per channel
- Suggested replies and saved replies
- A summary of long conversations
- Urgent messages flagged first, spam set aside
- Hands over to a person with everything she already collected
After the conversation
- Resolve, archive and search everything
- A satisfaction survey (CSAT) when it’s resolved
- Live updates and push notifications
- Export conversations whenever you want
Questions
Can my team see and answer WhatsApp, Instagram and email in one place?
Yes. Every channel lands in the same shared inbox, linked to the contact, so anyone on the team can pick up the conversation with its whole history.
Can I check Fabiana’s replies before they are sent?
Yes. Per channel, you choose whether she replies on her own or writes drafts. A draft is never sent until someone on your team sends it, edits it or discards it.
How are conversations shared out in the team?
Assignment rules send them to the right person by channel, keyword, contact stage or urgency. Anyone can also claim a conversation or assign it to a teammate.
Does the customer see internal notes?
No. Internal notes stay inside the inbox for your team.