Every channel. One workspace. No missed conversations.
WhatsApp, Facebook, Instagram, web chat, email, and SMS — managed in one inbox with AI-suggested replies, smart routing, and full conversation history.
My order hasn't arrived — 4 days
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Question about return policy
Upgrade my subscription
Hi, I placed order #45892 four days ago and it still hasn't arrived.
Hi Yuki! Let me pull up your order right now.
2× Wireless Earbuds Pro
1× USB-C Charging Case
Found it — your order is back on route. Let me get the updated delivery window.
Your order is scheduled for delivery tomorrow 10 AM – 2 PM. You'll get an SMS 30 min before.
Your team is switching between 5 tabs, 3 tools, and 2 email accounts. Your customers feel it.
Fragmented tools mean slower responses, lost context, and customers repeating themselves. One inbox eliminates the chaos.
Built for teams that manage thousands of conversations daily
Resolve customer issues faster with full context and less manual effort.
Every channel, one workspace
All conversations arrive in a single inbox. Your team stops switching tabs and starts resolving issues.
AI-suggested replies
AI analyses context and suggests accurate replies. Agents review, edit, and send — faster responses without sacrificing quality.
Smart routing
Auto-assigned by topic, language, priority, and workload. No manual triage. No queue bottlenecks.
Full conversation history
Every interaction threaded into one view. Customer switches from Instagram to WhatsApp — your agent sees the complete context.
Real-time queue visibility
Live queue status, agent workload, wait times, and SLA adherence. Spot pressure before customers feel it.
Team collaboration
Internal notes, mentions, and transfers — collaborate inside the thread without the customer seeing.
Engage → Analyse → Resolve
One continuous workflow from first message to resolution.
Customer reaches out
Message arrives on any channel. Auto-routed to the right team based on topic, language, and priority.
AI assists your agent
AI identifies intent and sentiment, suggests a reply. Agent reviews, adjusts, and sends — in seconds.
Issue resolved, context preserved
Resolution logged, conversation searchable, history updated. Next time they reach out — context is already there.
See it in action
The Unified Inbox — managing every channel in one workspace.
My order hasn't arrived — 4 days
Can I change delivery address?
Question about return policy
Upgrade my subscription
Hi, I placed order #45892 four days ago and it still hasn't arrived.
Hi Yuki! Let me pull up your order right now.
2× Wireless Earbuds Pro
1× USB-C Charging Case
Found it — your order is back on route. Let me get the updated delivery window.
Your order is scheduled for delivery tomorrow 10 AM – 2 PM. You'll get an SMS 30 min before.
Review any conversation. Understand what happened. Learn from it.
Open any past conversation — full thread, agent actions, AI decisions, and outcome.
- Search by customer, agent, date, or topic — full read-only access
- Full thread with agent messages, AI responses, and system actions
- See who handled it, duration, and outcome
- Customer profile and session history attached
- Export transcripts for compliance and training
Every digital channel your customers use. One dashboard.
Manage dozens of brand-specific channels through one workspace. Every channel routes to the right workgroup automatically.
- Connect any digital channel in minutes — WhatsApp, Messenger, Instagram, WebChat, email, SMS
- Brand-specific management — one workspace for multiple product lines or regions
- Workgroup routing: each channel goes to the team that handles it best
- Channel-level analytics: response times, CSAT, and volume compared across channels
Connected Channels
8 channels active · All operational
One inbox. Every industry.
Adapts to how your industry communicates — from high-volume ecommerce to compliance-heavy financial services.
Order enquiries at scale
Thousands of WISMO messages across channels — one queue. AI handles the routine; agents handle the exceptions.
Multi-channel complaint resolution
Customer complains on Instagram, follows up via email, messages on WhatsApp. One thread, full context, no repetition.
Guest communication across platforms
OTA enquiries, social DMs, and post-stay feedback — unified into a single guest conversation thread.
Compliance-aware conversations
Every interaction logged and searchable. Sensitive conversations routed to specialised teams with full audit trails.
The full customer story. Right beside the conversation.
Profile, history, tickets, CSAT, tags, and segment — in a sidebar panel. No tab switching.
- Profile — name, email, mobile, language, country, city, organization
- Tags & segments — VIP, Returning, High-value — manual or AI auto-tagged
- Session history — every past interaction, workgroup, channel, and timestamps
- Linked tickets — open, in-progress, and closed with one-click navigation
- CSAT history — satisfaction trend across all interactions
One click. Full context preserved. Every time.
Every action is one click or one shortcut — full context preserved, nothing lost.
Resolve
Close the conversation. Resolution logged, CSAT survey triggered, customer record updated — one click.
Snooze
Pause for a set time. Disappears from the queue and returns automatically — ideal for follow-ups.
Transfer
Move to another agent or workgroup. Full conversation, notes, and AI analysis travel with it. No repetition needed.
Escalate
Route to supervisor with priority flagging. AI generates a summary so the target understands instantly.
Create Ticket
Open a linked ticket without leaving the conversation. Type, priority, and details pre-filled from context.
Add Note
Internal note visible to your team, invisible to customers. Travels through transfers and escalations.
Label
Manual or AI-suggested tags. Feed into analytics, routing rules, and queue prioritisation.
Divert
Redirect future messages to a different workgroup or channel when the conversation needs a specialist.
See how one inbox transforms your team's workflow
Teams using Tactful Inbox respond 61% faster. See it in action.
Built for the people who use it 8 hours a day.
Agents control availability, filter queues, label work, and get AI on every message.
Availability control
Set status per workgroup — ready in Sales, away in Support. Supervisors control self-management or lock per team. Every change tracked.
Focus mode & capacity limits
Block new routing during complex issues or set max concurrent conversations. Bandwidth limits enforced automatically.
Smart filters
Filter by status, channel, workgroup, priority, or AI-detected intent. Find exactly what you need, instantly.
Snooze & defer
Snooze a conversation — it leaves the queue and returns at the scheduled time. Perfect for pending responses.
Internal notes
Notes visible to your team, invisible to customers. Context that travels through transfers and handoffs.
Labels & tags
Manual or AI-auto tags. Labels feed into analytics and help agents prioritise the queue.
AI-powered labels
AI suggests labels based on content, intent, and sentiment. One-click confirm. Consistent labelling across the team.
AI suggested replies
AI drafts replies from context, history, and knowledge base. Agent reviews, edits, sends. Faster and consistent.
Templates & canned responses
Pre-written responses for common scenarios. Search, preview, personalise, send. Consistent messaging in seconds.
Transfer & escalation
Transfer with full history, notes, and AI summary. The receiving agent picks up without repetition.
Conversation diversion
Redirect conversations away from overloaded agents. Divert by channel, topic, or segment to balance load.
Keyboard shortcuts
Resolve, snooze, transfer, reply, next conversation — all from the keyboard. Built for speed.
Scattered channels cost you 61% more response time. Unify them today.
Teams using Tactful's Unified Inbox achieve 100% response rates and 61% faster resolution. See it with your channels.
30-minute personalised walkthrough. No slides, no pressure.