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Language: English
Demo

Platform

All your conversations in one window

With CONTACT.WORK, agents handle written conversations in the same workspace as calls. Messages from messaging apps, social media, email, SMS, and your website chat go into one queue, so none of them get lost. The agent sees everything the customer has already written or said, so there are no repeat questions. One team handles every inquiry, the manager sees its work in one summary, and an AI consultant can answer overnight.

Get a quotePricing
8messaging channelsin one window
1conversation listfor the whole team
1customer recordwith the full history
24/7AI replieseven overnight

Features

What the inbox can do

Several chats at onceYou set how many conversations each agent or group handles at the same time.
Canned responsesAgents insert standard replies with one click, and the manager maintains the list.
Hand off to a colleagueThe whole conversation moves to a colleague, along with the chat history and customer record.
Voice messages as textA customer's voice message is transcribed, so the agent reads it instead of listening.
Reviews from mapsReviews from Google Maps land in the same list as chats.
Files and photosCustomers and agents send each other photos, documents, and screenshots.
Supervisor oversightSupervisors read conversations, coach the agent, or take over the chat.
Conversation ratingAfter the conversation, the customer leaves a rating that goes straight into your reports.

Examples

What lands in the shared inbox

Chats, email, and reviews go into one list, but each gets a different kind of reply.

Messaging apps, social media, website chat

Short questions where customers expect a reply in minutes. Agents run several of these conversations at once, insert canned responses, and read voice messages as text. If a question is easier to settle by phone, the agent calls the customer right from the chat.

  • Several conversations at once
  • Canned responses and voice-to-text
  • Call from the chat
Example 1 of 3

If a customer writes in a messaging app and then sends an email, both messages end up in the same customer record.

How it works

How the omnichannel inbox works

Channels

Where messages come from

Messaging apps (WhatsApp, Messenger, Telegram, Viber), social channels (Instagram, Facebook comments and Lead Ads), listing sites such as Zillow, Realtor.com, Cars.com, and Autotrader, plus email, SMS, website live chat, and Google Business Profile reviews. Every channel is linked through your own company account, so customers reach you in the same places as before.

  • 8 messaging channels
  • Your company accounts
  • Channels customers already use

Queues

Who gets the conversation

A new conversation is routed the same way as a phone call: by agent skills, language, workload, and schedule. An agent who is on a call won't get extra chats – the platform adds up the load from calls and chats together.

  • Same rules as calls
  • Skills and language
  • Combined workload

History

What stays after the conversation

Messages, files, and calls go into one customer record and are sent to your CRM. Managers see how many messages each channel brought in, how fast the team responded, and how conversations ended.

  • Customer record
  • Data in your CRM
  • Reports by channel
No lost inquiriesMessages don't get stuck in personal inboxes or forgotten admin panels.
No repeating the storyPast conversations are on screen, so agents don't have to ask again.
One team for everythingThe same people handle phone and written channels – no separate chat team needed.
One reportManagers see every inquiry in one report.

Launch

How we set it up

  1. 01ChannelsWe pick the channels where you get the most messages and connect your company accounts to the platform.
  2. 02QueuesWe decide which group handles which channels and topics, so each conversation goes straight to someone who knows the subject.
  3. 03WorkloadWe set a limit on concurrent conversations per agent, so replies don't slow down even at peak hours.
  4. 04Canned responsesTogether with the team supervisor, we put together standard replies that agents insert with one click.
  5. 05AIWe turn on the AI consultant for daytime, overnight, or selected topics, and check where it hands conversations to people.
  6. 06ReportsWe set up per-channel summaries and send conversation history to your CRM, so outcomes don't get lost.

Comparison

Calls and chats: separate or together

TogetherSeparate
InquiriesEvery one goes into the queueSome get lost in someone else's inbox
CustomerAgent already knows the historyTells the whole story again
TeamShared agents and workloadSeparate people for phone and chat
First replyGoes straight to an available agentWhenever someone notices
Nights and weekendsAI consultant or an auto-replyMessages wait until Monday
OversightOne summary across channelsEach channel has its own reports

Requirements

What you'll need

Channels
Company accounts on the channels you want
Website
A code snippet for chat on your pages
Agents
A browser and the same user accounts as for calls
CRM
API integration, so the history stays with the customer
AI
Optional – an AI consultant as the first point of contact
Price
No extra fee; setup is billed in support hours

Preparation

What to decide up front

Which channels do we connect?Where people reach you most often – messaging apps, social media, or email.
Who answers messages?Agents from the phone line or a separate team for written channels.
How many chats per agent?How many conversations one person can handle without losing quality – you find this out in practice.
What happens overnight?An AI consultant, an auto-reply with your business hours, or a task for a manager in the morning.
Which canned responses do you need?Replies for common situations, so agents don't type them every time.
How fast should we respond?How many minutes to the first reply counts as the standard on each channel.

Q&A

Frequently asked questions

Which channels can I connect?

Messaging apps, social media, listing sites, email, SMS, a website chat widget, and review sites on maps. Map reviews come through a module set up for your company.

Can an agent reply to several customers at once?

An agent can. The manager sets a limit – for example, no more than three conversations per person – so replies don't slow down.

What if a customer writes in a messaging app and by email?

The platform recognizes the customer, and both messages land in their record. What happens next depends on your settings: the reply goes to both channels, or the customer is asked where they'd like to continue.

Can we start a conversation ourselves?

You can, once the person has already messaged your company on that messaging app. On social media, you can if they've allowed your page to message them.

Does the agent know about the customer's calls?

Phone calls and written conversations are kept together, so the agent can see what the person already discussed by phone.

Can a conversation be handed to another agent?

It can. The colleague gets the full conversation together with the customer record.

Does AI help agents with chats?

With the AI assistant turned on, it drafts replies from knowledge base articles and reminds the agent of this person's past questions.

Agent assist →

Can a manager follow a conversation while it's happening?

Managers can open any active conversation, send the agent a tip, or take over the conversation.

Who replies overnight?

The AI consultant, if you have it. Without it, the customer gets a message with your business hours, and a manager gets a task for the morning.

AI consultant for chats →

Do conversations go to the CRM?

Conversations and their outcomes are sent to your CRM. Your team works in the platform's unified chat, where each customer's calls and messages are all in one place.

Where are conversations stored?

In our cloud or on your own servers – you decide this during setup.

Deployment options →

What reports are there for written channels?

Message volume by channel, time to first reply, conversation length and outcomes, customer ratings, and agent workload.

Historical reports →

Do we need separate agents for chats?

Not necessarily. The people who take calls can also handle chats: the platform tracks their total workload and doesn't overload anyone.

How do I measure the value for my company?

Compare three numbers before launch and a month after: how many messages went unanswered, how many minutes customers waited for the first reply, and what share of inquiries were resolved in one contact. All three are in the platform's reports.

How much does the omnichannel inbox cost?

The chat module itself is free. Connecting channels and setup are billed in support hours.

Pricing →

Glossary

Terms on this page

Customer record
The screen of customer data an agent sees during a conversation. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Agent assist
Suggests answers from the knowledge base to the agent during a conversation. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →

More

More on customer conversations

Customer success platform Your team and your buyers work on shared requests, each on their own screen. Learn more Customer portal Customers check request status, download documents, and pay invoices on their own. Learn more AI consultant in chat Customers write whenever it suits them and get an answer right away – not the next morning. Learn more WhatsApp Two-way WhatsApp chats and approved templates in the agent's window. Learn more

Blog

From the blog

All articles →
Integrations · 6 min read Omnichannel vs. multichannel: one customer history across every channel Multichannel means several channels; omnichannel means one customer history across calls, messaging, chat, and email. Here's how to make the switch. Read the article → Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article →

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