Tickets by email, a chat box on your own website, and SMS replies in the inbox
Email sent to your support address becomes a ticket, customers open tickets from the portal, a chat box on your site is answered by your AI agent, and customers' SMS replies land in the inbox.
Product update 2 min read
What changed
- Email into the desk: each business gets an inbound email address tied to a department. Every email becomes a ticket, and staff replies go back to the customer by email.
- Attachments: ticket messages can carry files. Projects now have a files section too.
- Client portal: customers open and answer tickets from their portal. Its home page has working "Support Tickets" and "My Projects" tiles, invoice amounts show correctly in the business's currency, and "View & Pay" takes the customer to the payment page.
- Website chat: a chat box you put on your own site. Your AI agent answers, every visitor who writes becomes a lead, and you can take over any conversation from the inbox.
- Two-way SMS: customers' replies to campaign, journey and reminder texts now land in the inbox, where you answer them.
How to use it
- On Support tickets, open "Desk set-up: departments and email".
- In the "Email into the desk" card, choose a department and press "Create an inbound address". Publish that address, or forward your current support mailbox to it.
- For the website chat, open the business's channel settings and press "Switch website chat on" in the Website chat card.
- Paste the snippet shown before
</body>on every page of your site. On the agent screen, tick the agent that should answer for "Website chat widget".
Good to know
- If email intake is not switched on for your server yet, the screen says so.
- If the chat key leaks, "Make a new key" retires the old one.
- Five new webhook events were added: credit note issued, subscription cancelled, ticket opened, customer replied on a ticket, and appointment booked.