In the customer inbox, every customer gets a thread in a channel, from web chat, email, texts, WhatsApp or Telegram. Suggest a reply writes a draft from that conversation and your team's saved replies, so it uses your policies instead of guessing. The draft goes in the box to read and change; nothing is sent until you send it.
For Support teams answering the same questions across chat, email and messaging apps.
When a customer writes, a card lands in the channel with their name and the inbox they used, and their messages collect in its thread. The bar over the message box offers Reply to customer, Internal note, Saved replies and Suggest a reply. Suggest a reply writes a draft from the conversation and your saved replies and puts it in the box. Read it, change what you like, and send; nothing reaches the customer until then.
Saved replies are the answers your team gives again and again: shipping times, opening hours, how returns work. Anyone on the team can add and change them, from the Inbox page or inside a conversation. Suggest a reply follows them, so they're also the place for your policies and facts: the AI uses them instead of guessing. Drop one into the box yourself with Saved replies, ready to change before you send.
Start free with up to 10 people and try it today, or book a 20-minute demo with the people who make Freesbe.
An internal note stays between the team; the box turns amber so you can tell, and the customer never sees it. Mention a colleague with @ to bring them in. The name on the bar is who's on the conversation: take it yourself, hand it to anyone in the channel, or unassign it, and the thread notes each change. Close when you're done; if the customer writes again later, a new conversation starts in a new thread.
Admins see every message to and from customers in the Admin Center's message log: when it went, which inbox, the customer, who on the team sent it, and whether it was sent, delivered, read or failed, with the reason. Search a number, email address or name, pick dates, and narrow it to one channel. What the AI drafted and you sent is there like any other reply.
Suggested answers in the inbox is included in every plan, including Free. Every plan has a monthly allowance of AI requests that grows with the plan; admins can turn any AI feature off.
The help guide shows every screen and setting. Customer inbox
No card, no time limit. Invite your team and see what sticks.