Connect
Support every customer without losing the thread.
Handle customer conversations from calls, chat and messaging in one shared inbox, with assignment, priorities, SLA deadlines, canned responses and AI bots for common questions.
- Shared team inbox
- SLA deadlines
- Live chat and chatbot
What you can do with Conversations & Support.
Shared inbox for customer conversations, with SLAs, live chat and bots.
Shared inbox
Open, pending and closed conversations in one place, filtered by mine, unassigned, priority and channel.
Assignment & triage
See conversations nobody has picked up yet and assign them to the right agent.
SLA management
Set resolution deadlines and escalation policies, measured against your business hours and holidays.
Canned responses
Reply faster and more consistently with standard reply templates.
Live chat on your website
Add an embeddable messenger to your website so visitors can talk to your team.
AI chatbot & voice bot
An AI chatbot answers routine questions, and an AI voice bot can answer phone numbers you map to the workspace.
Sales and service on the same page.
Because conversations live in the CRM, the support team sees the customer's deals and orders, and salespeople see open issues before they call.
- SLA tracking with breached conversations flagged
- Business hours respected by SLA clocks
- Bots for common questions, people for the rest
- Customer 360° view next to every conversation
Conversations & Support, step by step.
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1
Customer reaches out
By chat, messaging or phone.
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2
Triage
The conversation is prioritised and assigned to an agent.
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3
Resolve
Reply with full customer history in view, before the SLA is due.
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4
Close and learn
Close the conversation and review response times.
Conversations & Support questions, answered.
Which channels can conversations come from?
Conversations can come from calls, live chat on your website and connected messaging channels.
Do SLAs account for working hours?
Yes. SLA deadlines use the business hours and holidays you set up in Inai Connect.
Can a bot answer customers?
Yes. The AI chatbot can handle routine questions on chat, and the AI voice bot can answer mapped phone numbers.
Explore other Connect modules.
Every module works on the same customer record, so sales, marketing and service see the whole story.
See Conversations & Support in action.
Book a free Connect demo and we will walk you through conversations & support using scenarios from your business.