One queue. Every conversation. No double replies.

Ownership

• Assign — route a conversation to a person when it needs a specific brain.
• Auto-assignment — teams support round_robin and balanced strategies, so new conversations distribute themselves while availability is respected.
• Snooze — park until it's answerable (tomorrow, next week, or a custom time). The conversation returns to the assignee when due.

Collaboration that stays invisible

• Internal notes — background, pricing math, next steps; the visitor never sees them.
• @Mentions — pull a teammate in with a notification; they reply or note, still in one thread.
• Message tags — label conversations (billing, bug, upsell) for filtering and reporting.

Attachments & saved answers

Agents can attach files and screenshots; visitors can too (plan-gated). Instead of retyping, search your knowledge base from the composer and send an article as a chat message — the same article your help center serves publicly.

Email channel

Connect a support address (Settings → Email) and inbound email becomes a conversation in the same inbox — replies from the thread go out as email, so customers keep their medium. Visitor replies trigger notifications; resolved conversations can send a summary email. Tracked sends record opens and clicks on the customer timeline.

Spam

Suspicious conversations are flagged and can be marked spam with one click — out of the queue, out of the stats. Patterns feed the filter, so repeat offenders stop arriving.

Hours

Set working hours and timezone per project. Off-hours chats are acknowledged automatically, and response-time analytics account for your actual working time — a Sunday message doesn't ruin your Monday numbers.