Every channel, one thread per customer.
Email, SMS, Instagram, Messenger, WhatsApp and web chat in a single inbox your team shares - with assignment, internal notes, and an AI that drafts replies you approve before they send.
How it works
Every channel lands in one place
A text, an email to the address on your website, an Instagram DM, a Messenger message, a WhatsApp message and a chat from your own website all arrive in the same inbox. The same phone number on SMS and WhatsApp resolves to one person, not two threads nobody reconciles.
The AI drafts or replies, depending how much rope you give it
In approval mode it writes the reply and waits for a teammate to send it. In autonomous mode it sends, and hands over the moment an escalation keyword or a sensitive topic appears. Either way the reply is grounded in what you approved.
Your team works it like an inbox
Assign a conversation to a person, tag it, set priority, snooze it until Tuesday, or leave an internal note nobody outside the team ever sees. Filter by channel, priority, tag or how long a thread has been quiet, save that filter for everyone, and tick a selection to assign or close it in one go. The list sorts by real activity, so what needs an answer is at the top.
What it can do
- One thread per customer across email, SMS, Instagram, Messenger, WhatsApp and your website's chat widget
- Your own mailbox connected over IMAP and SMTP, read without being changed, with replies sent from the address the customer wrote to
- Folders by topic (sales, support, billing, legal, security, privacy, abuse, partnerships) that fill themselves from the address mail was sent to
- Assignment, tags, priority and snooze, so a shared inbox does not become a place messages go to be forgotten
- Filters by channel, priority, tag and last activity, saved under a name your whole practice can use, where a view that means assigned to me is correct for each person who opens it
- Bulk assign, tag, prioritise, close, reopen and snooze, so a morning's triage is a few clicks rather than one thread at a time
- Internal notes visible only to your team, in line with the conversation rather than in a separate tool
- AI replies in approval mode, where a person reviews and edits before anything sends
- Delivery status per message, and the source the AI answered from shown alongside its reply
- A website chat widget you drop on your own site with one script tag
- A line above the reply box that says who else has the conversation open, and whether they are already typing, so two people do not answer one customer
The same number on SMS and WhatsApp resolves to a single contact with a single history, so nobody on your team greets a regular as a stranger because they switched apps.
The AI writes; a person sends. You can hand it more autonomy per agent when you have watched it work - and take it back the same way.
Frequently asked questions
If the same customer texts and DMs, is that one conversation or two?
One contact, with each channel as its own thread on their timeline. Identity resolution matches the same phone number arriving over SMS and WhatsApp to a single person, so you see their history rather than meeting them fresh on every channel. Merging is available for the duplicates that no automatic rule should be confident about.
Does the AI send messages without anyone looking?
Only if you choose that. Approval mode is the default posture: the agent writes the reply as an ordinary outbound message and it waits for a teammate. That is a real distinction and the product treats it as one - a queued draft is not counted as a conversation the AI handled.
What happens when someone replies STOP?
The opt-out is recorded against their number, not against that one thread - so it covers every conversation your practice has with them, including a WhatsApp thread or one opened next month. START lifts it, HELP is answered with the carrier-required disclosure, and the AI is kept out of all three.
Which channels can I actually connect today?
SMS through your own Twilio account, Frontiva's website chat widget, and email through your own mailbox, all three end to end. Email takes your IMAP and SMTP details, reads one folder you choose, and replies come from your address. Instagram, Messenger and WhatsApp webhooks are wired and receive messages, but connecting them needs a Meta app review that has not happened yet.
Where to go next
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