Unified Inbox Unified omnichannel inbox Bring chat, email, WhatsApp, and social messages into one queue so agents see the full customer story in a single timeline. One timeline across every channel See channel, status, and history at a glance Never lose context when customers switch channels Prioritize and assign from a single queue Unified Inbox 12 new Sarah from Live Chat How do I reset my password? Chat John via WhatsApp Thanks for the quick response! WhatsApp Mia via Email I need to update my invoice Email One timeline across every channel
Routing Smart routing & SLAs Assign by language, plan, sentiment, or region with SLA timers and escalation paths that keep owners accountable. Auto-assign by language, tags, or custom attributes First-response and resolution SLA targets Automatic escalation when SLAs are at risk Keep supervisors in the loop on breaches Auto-assignment rule If language = Spanish Then assign to Spanish Team SLA Policy First response < 5 min Resolution < 4 horas Escalation Auto-escalate to supervisor if SLA breached
ALY AI AI-powered responses ALY AI drafts replies, summarizes threads, and suggests articles so agents respond faster without losing quality. Suggested replies based on your knowledge base Summarize long threads in one click Translate messages to any language Agents stay in control of every send ALY AI Suggested reply Hi! I'd be happy to help you reset your password. You can do this by clicking... Summarize Condense long threads Translate Any language
Collaboration Team collaboration Private notes, @mentions, and shared context help your team resolve complex issues together. Private notes visible only to your team @mention colleagues without leaving the thread Shared inboxes with full visibility Resolve complex issues together in one place Private note @mike Can you check this customer's billing history? M Mike replied 2m ago Found it! They were charged twice. Refund initiated. S M A 3 team members in this conversation
ThumbCrowd has transformed the way we engage with our customers. Its omnichannel feature allows us to manage conversations simultaneously across multiple channels. I've used ThumbCrowd at my previous companies and continue to rely on it today at Converso. After years as a happy customer, I can confidently say it's an indispensable tool for any customer-focused business. Ariel Lambrecht Founder of 99 (Brazil's first unicorn) and Converso
Canned Responses Consistent replies, faster responses Save your best replies and access them with slash commands. Keep your team's tone consistent while responding to frequently asked questions in seconds. Type / and search saved replies instantly Create personal replies or shared team templates Include links, formatting, and variables Respond to FAQs in seconds, not minutes /refund_ /refund-process Explain refund timeline and process /refund-approved Confirm refund has been processed /refund-denied Explain why refund cannot be issued
Role-based access Define what each team member can see and do. Agents, supervisors, and admins get exactly the access they need.
Audit logs Track every action in your account. See who did what and when for compliance and troubleshooting.
