Team Inbox · Every channel

Every channel, one inbox. Nobody left waiting.

WhatsApp, Instagram, Messenger, your website chat and email land in one shared queue. Every conversation has an owner, the customer’s history comes with it, and ACT replies first wherever you let it.

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WhatsApp, Instagram, Messenger, website chat and emailAssign, note and hand over as a teamACT replies first, people take over any time
A team member working through customer conversations on her laptop while a colleague looks onONE QUEUE · FIVE CHANNELS
Inbox4 newAmina Y.Wanjiru · SalesIs the grey sofa still available?Peter O.Achieng · DeliveryMy delivery didn’t come yesterdayGrace M.ACT is replyingDo you make tables to size?Kamau LtdBrian · SalesQuote for 40 office chairs
Instagram DM · assigned to SalesLast week’s Instagram chat attached to today’s WhatsAppNote pinned · “Honour the KES 64,000 quote”Upset customer · handed to a personReply sent in KiswahiliWindow closing in 2h · template readyEmail quote request · routed to BrianResolved · summary saved

Running customer conversations for WhatsApp-first businesses

  • Vsquared Networks
  • Bizflow
  • Kings Mabati
  • Wave Link Networks
  • Game Changer
Why separate apps fail a team

Messages everywhere. Answers nowhere.

Customers pick the channel. Your team ends up chasing them across apps, phones and tabs, and the customer pays for it in waiting time.

A tired woman resting her head on her laptop beside unread badges from three apps
PROBLEM 01Five apps, one teamWhatsApp Web on one tab, Instagram on a phone, Facebook on another. Someone is always checking, and something is always missed.
INBOXEvery channel lands in one queue, labelled by where it came from.
A customer waiting while two team members both start replying to her
PROBLEM 02Nobody knows who has itTwo people answer the same customer, or nobody does, because each thought the other had it.
INBOXEvery conversation has one owner, and everyone can see who it is.
A customer’s Instagram chat from last week and her WhatsApp message today, linked
PROBLEM 03The customer repeats herselfShe asked on Instagram last week and follows up on WhatsApp today. Whoever picks it up starts from zero.
INBOXPast chats on every channel stay with the customer, so the next reply picks up where the last one ended.
Inside the inbox

One screen for the whole team. Click around.

Pick a conversation to see its history across channels, the notes your team left and what ACT suggests. Take control of the website chat, or hand Amina back to the bot.

InboxZuri Living · 5 channels connectedWanjiru, SalesAchieng, DeliveryAkinyi, Support
AllMineUnassignedNegative
Amina YusufAssigned to WanjiruWhatsApp21h 18m left to replyResolve
  1. Last week · Instagram
  2. How much is the Nairobi 3-seater in grey?Tue 16:02
  3. KES 64,000, and delivery in Nairobi is free.Brian ·Tue 16:10
  4. Today · WhatsApp
  5. Hi, is the grey 3-seater still available? I asked on Instagram last week.09:40
  6. I’d like it before the weekend.09:41
  7. Assigned to Wanjiru · Sales group
  8. Pinned note · Brian · only your team sees thisQuoted KES 64,000 with free Nairobi delivery. Honour it.
ACT suggestsHigh confidenceHi Amina, yes, the grey 3-seater is in stock at KES 64,000 as quoted, with free delivery in Nairobi. We can deliver on Friday. Shall I send a payment link?SendEditReject
Reply on WhatsApp, or type / for quick replies
How it works

Connect once. Work from one place.

  1. 01Connect your channelsLink your WhatsApp Business number, Instagram, Facebook Page, website chat and email.
  2. 02Every message, one queueNew messages land in one list, labelled by channel, with the customer’s history attached.
  3. 03Route to the right personAssign to a person or a group. ACT replies first where you allow it, and hands over when it should.
  4. 04Close it, keep the recordResolve with a summary. Next time the customer writes, on any channel, the team sees it all.
Built for teams

Everyone knows who has it. Nobody replies twice.

Ownership, private notes and a clear line between what ACT handles and what people handle, so a busy queue stays calm.

Team member smiling as she works through customer orders on her laptop
Pinned note · BrianQuoted KES 64,000 with free Nairobi delivery. Honour it.
Owners, not guessesAssign to a person or a group. Filter by assignee and see what is still unassigned.
Notes only your team seesLeave internal notes on any conversation, and pin the one everyone must read.
ACT first, people any timeTake control of a conversation with one click, and return it to the bot when you’re done.
Suggested repliesACT drafts a reply with a confidence level. Send it, edit it or reject it.
The 24-hour window, handledA countdown shows how long you can still reply on WhatsApp. When it closes, send an approved template.
Find anythingFilter by channel, sentiment, assignee or phone number. Search every past conversation.
By sector

Same inbox. Your kind of conversations.

However customers reach you, each message goes to the people who can answer it, with the details they need beside it.

Subscriber checking her internet support chat on her phone
Internet providers

Faults to the NOC, new lines to sales, billing to accounts. With the subscriber’s account and line status beside the chat.

  • “Internet has been off since 7am”Support · line status attached
  • “Is there an outage in Ruaka?”NOC · linked to the incident
  • “Do you cover Syokimau? Prices?”Sales · new lead
See how Serve runs support on the inbox
FAQ

Inbox questions.

What teams ask before they move every channel into one place.

ACTStill have a question?

Ask ACT, running on this site, or see the inbox with your own channels in a 20-minute Workflow Review.

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WhatsApp Business, Instagram, Facebook Messenger, your website chat and email. Each conversation keeps a label showing where it came from, and you can filter by channel or WhatsApp number.

No. They keep messaging you on WhatsApp, Instagram, Messenger or your website as they do today. Nautix organises the conversations for your team behind the scenes.

ACT can reply first, using the knowledge and rules you approve. Your team can take control of any conversation with one click and return it to ACT when they’re done. ACT also hands over by itself when a customer is upset or it isn’t sure.

The conversation shows a countdown while you can still reply freely. Once it closes, you pick an approved WhatsApp template to restart the conversation, straight from the inbox.

Yes. Past conversations stay with the customer, together with their CRM details and support tickets, so whoever replies sees what happened before.

Start with one workflow

Bring every channel into one inbox.

Show us where your messages come in today. We’ll connect your channels, set up who owns what and run the inbox with your team.

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ACT · completed actions0 of 4 done
“Is the grey sofa still available?”ACT is on it
“My delivery didn’t come yesterday”
“Do you cover Syokimau?”
“Asante, nimeipata!”