Customer service and case management from email
Turn customer emails into case cards with ticket numbers, owners and conversation history. Move the whole conversation through a visual pipeline.
From an email to a case
Move an incoming conversation into a pipeline manually, through routing rules or using a default pipeline. Pipeline conversations leave the regular inbox and remain accessible through the Pipeline filter.
Ticket numbers and acknowledgements
Assign a ticket number such as CRM-123, or configure automatic numbering for a pipeline. Ticket assignment queues an acknowledgement containing the number. Delivery requires a working outgoing email service.
Internal work in context
Add internal notes, phone-call notes and tasks to the case. Internal notes are visible to the team and excluded from customer replies. The timeline keeps replies and notes in order, while change history records moves and assignments.
Saved replies and AI suggestions
Choose a saved reply, adapt it and use your signature. ChatGPT suggestions require an administrator to enable AI and configure an OpenAI key. A colleague reviews the draft before sending. Internal notes and attachment contents are excluded from the suggestion request.
Mailbox synchronization
Pipelines and stages map to IMAP folders. External moves and correlated Sent replies synchronize in the background, rather than instantly. Gmail and Outlook have provider-specific authentication requirements. The outgoing service must permit cloud-based sending.