Tracked links and routing
Route by source, tags and history to the right agent, while measuring what each link brings in.
Core feature · Conversation workflows
Conversation Workflows and Customer Development
Tracked routing links, contact de-duplication, customer profiles, conversation grouping, a shared media library and quick-reply templates — a complete toolkit that makes every conversation faster and better informed.
- 40%
- Faster responses
- 60%
- Efficiency gain
- 95%
- Satisfaction
- 360°
- Customer view
A complete operations toolkit
Every feature designed around agent efficiency and customer experience
Contact de-duplication
Detect and merge duplicate contacts so two agents never work the same customer in parallel.
360° customer profiles
Tags, notes, source channel, follow-ups and interaction history in one panel — no re-interrogating the customer.
Conversation grouping
Group by project, customer type or urgency to keep a busy multi-account inbox orderly.
Shared media library
Images, video and product files managed centrally, shared across the team, sent in one click.
Quick-reply templates
Pre-written replies with variable substitution and keyword triggers for instant, professional answers.
The customer operations workflow
From first contact to closed deal
- 01
Customer arrives
Messages from every channel and account arrive in one inbox, with the tracked link marking the source.
- 02
Smart routing
Rules assign the best agent, and de-duplication prevents overlapping follow-up.
- 03
Efficient conversation
Quick replies and profile context, with translation removing the language barrier.
- 04
Follow up and convert
Tags and automatic reminders push the lead through to a close.
The reply template engine
Agents answer the same questions every day. Once those answers live in a template library, both speed and quality stabilise: templates support text, images and video, and variables fill in the customer name, order number or delivery estimate automatically — so a templated reply still reads as though it were written by hand.
Templates can also fire on keywords: "when will it ship" surfaces the logistics reply, and AI recommends the best-fitting template from context. Personal templates stay with the agent while shared templates are curated by managers, keeping the team on message.
- Templates for text, images, video and more message types
- Variable substitution fills in customer name, order number and dates
- Keyword triggers surface the right template automatically
- AI template recommendations, with personal and shared libraries kept separate
Use cases
Give the repetitive work to the system
Pre-sales enquiries
Automatic welcome messages and one-click FAQ answers respond to new enquiries immediately.
Long-cycle development
Profiles and follow-up records support long sales cycles so key accounts are never dropped.
Shift-based teams
Grouping and permissions make hand-overs smooth and keep the customer experience consistent.
Use it on these channels
Other core features
FAQ
Conversation Workflows — frequently asked questions
Do quick-reply templates support variables?
Yes. Insert customer name, order number, delivery estimate and similar fields, and they are replaced with that customer's real values on send.
What is the difference between personal and shared templates?
Personal templates are maintained by each agent and available on every plan. Shared templates are curated by managers for the whole team, available from the character pack upwards.
How do tracked links attribute sources?
Generate a distinct link per channel; when a customer arrives through it the source is tagged automatically, and the lead counter reports contacts and conversions per link.
How does contact de-duplication decide?
The system checks account identifiers and contact details, de-duplicating tickets within a single sub-account or across all of them so agents do not overlap.
Do customer records leave with an agent?
No. Profiles, tags and follow-up notes live on the company side, and data masking plus permissions keep the asset with the team through staff changes.
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A complete toolkit that helps the team respond faster and serve every customer precisely.
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