An owner on every chat, and nobody left waiting

Owners, handover and notes

• New chats go to your front desk person, who hands each one over in a tap.
• Every chat shows its owner and anyone helping.
• Internal notes your customer never sees. @tag a colleague to pull them in.
• Tap I’m done when you’ve helped, or Close for everyone when it’s finished, and the next chat opens.

Urgent chats stay on top

• Anyone on a chat can flag it Urgent. It stays at the top of the list for everyone, with its own filter.
• The chat’s owner and the admins get an alert.
• On Growth and Pro, the AI flags angry or time-critical customers by itself. How AI help works.
• Closing the chat clears the flag.

Calls show up in the chat

• While a customer is calling, a banner tells everyone who can see that chat, so someone picks up on the phone.
• Each call shows in the customer’s chat: missed, or answered on the phone and for how long.
• A missed call counts like a new message: it reopens the chat, shows as unread and notifies the owner.
• Send an automatic message after a missed call (at most once every 6 hours to the same customer), or decline calls straight away if you only work by chat.

Calls are still answered on the phone.