One inbox for the whole team. Zero handoff chaos.

Assign chats, leave private notes, see who’s typing in real time. The full HubSpot contact record loads next to every conversation — no tab-switching, no copy-paste.

A real shared inbox — not a chat widget bolted onto a CRM.

Assignment & routing

Auto-route by skill, language, or HubSpot owner. Round-robin, load-balance, or pin a contact to one agent forever.

Customer context panel

HubSpot record, deal pipeline, recent orders, past conversations — all in a sidebar. Not a tab.

Private notes & @mentions

Loop in a teammate without the customer seeing. Comments and tags are searchable and audit-logged.

Canned responses & macros

Pre-baked replies with merge tags. Trigger workflows, change deal stage, or set HubSpot properties from a slash command.

SLA tracking

Set first-response and resolution SLAs per priority. Get alerted before you breach. Report on it weekly.

Audit trail & permissions

Every assignment, transfer, and message logged. Role-based permissions for marketing, support, and sales.

Multi-agent presence — like a real chat tool.

See who else has the conversation open. Watch them type. Avoid double replies. Hand off without a tap.

  • Live cursor / typing indicator per agent
  • Soft-lock on active conversations
  • In-line transfer with note

Conditional routing rules — no Zapier required.

Build rules: "If contact lifecycle is customer AND language is Spanish, route to José." Stack them. Test them in dry-run mode.

  • Rule builder with 40+ conditions
  • Round-robin, load-balance, sticky agent
  • Out-of-hours fallback to AI bot

We replaced Intercom and Zendesk for WhatsApp. Our support team stopped tab-juggling between HubSpot and the chat tool — everything’s in one panel now.

Director of Support, Logistics company · 200-person team