Inbox

Aiva and your team resolve every conversation together

Conversations from Webchat, Discord and Telegram arrive in one inbox. Aiva resolves what your knowledge base covers and hands the rest to your team with its full context.

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The inbox of a monitoring company: views with their counts, conversations from Webchat, Discord and Telegram in one list, and a Discord ticket Aiva answered and handed over, with a teammate writing the reply.

End-to-end support in a single inbox

Each conversation runs from Aiva’s first answer to your team’s resolution without leaving the inbox, and its full context follows it at every step.

First response
A customer reaches out on any channel, at any hour, and Aiva answers from your knowledge base and your business data.
Handover
When a request needs a person, Aiva hands it to the right team with a summary of the situation, and the inbox assigns it to an available teammate.
Collaboration
The teammate consults colleagues in private notes and answers with the articles and files the customer needs, without leaving the conversation.
Resolution
The answer reaches the customer on the channel they used. The resolved conversation leaves the queue and keeps its full history for the next time.

A customer writes that the workspace was charged for a year of the Team plan by mistake, and Aiva offers to pass the refund request to the team.

Aiva’s handover in the thread: the reason, a summary of the refund request and the next step, sent to the Billing team and assigned automatically to Samuel, with the first reply due at 3:52 PM.

Samuel mentions Nora in an internal note to ask about the refund, and Nora approves it in a second note with the conversation open.

Samuel tells the customer that the annual charge is refunded, the customer replies with thanks, and the conversation is resolved.

Clear priorities and complete customer context

Priorities

Each teammate sees what is assigned to them, what still needs an owner and what is waiting for a reply, and can save views of their own for everything else.

The inbox’s views: My conversations 3, Unassigned 1 and To reply 5, two saved views, the Support and Billing teams, and the conversations Aiva handles.

Customer context

Every conversation opens beside the customer’s profile, earlier conversations and the notes your team keeps, so nobody asks the customer twice.

The details beside a resolved conversation: the customer’s email and city, the assignee, two tags, the session with the local time in Toronto, and Aiva’s summary of the conversation.

Every conversation improves the next one

A teammate can turn any conversation into a better answer for Aiva. Assistify drafts the update to your articles or rules, and once it is approved, the next customer with the same question gets that answer without waiting for your team.

A Webchat conversation Aiva handles on its own: the customer asks how many status pages the Team plan includes, and Aiva answers three.

The sheet a teammate opens on Aiva’s reply: the customer’s question, Aiva’s answer of three status pages, and the teammate’s answer of five since October 1.

Webchat, Discord and Telegram in one place

Each reply goes back on the channel the customer chose, and teammates with a linked account can also answer from Discord or Telegram.

The Channels page in Settings: Webchat live, the help center published at help.keelwatch.com, Discord connected to the Keelwatch Community server, Telegram connected to @KeelwatchSupportBot, and API access active.

The inbox on your phone

Install the dashboard on your phone like an app, and every conversation assigned to you arrives as a notification, even with Assistify closed.

The inbox on a phone: conversations from Webchat, Discord and Telegram, with the reply due time on the handovers.

A conversation on a phone: Aiva’s handover summary followed by two internal notes between Samuel and Nora.

Questions about the inbox

Which plans include the inbox?

Every plan includes the inbox, with Webchat, internal notes and saved views. Discord conversations come with Pro, and Telegram and the Aiva API with Business.

How are handovers assigned?

Each team chooses its own way. With automatic assignment, handovers are spread across the teammates who are online. Without it, the whole team is alerted and the first teammate to reply takes the conversation.

What happens when a handover waits too long?

A team can set a response target. The inbox shows when each handover is due, and one that goes unanswered moves to another available teammate or alerts the team’s lead.

Can a teammate take a conversation from Aiva?

Yes. Aiva steps back as soon as a teammate takes a conversation, and the teammate can hand it back to Aiva at any time.

Do customers see internal notes?

No. Internal notes stay inside your team on every channel, and a teammate mentioned in a note is notified.

Can my team reply in each customer’s language?

With the Live translation add-on, the inbox translates customer messages into the teammate’s language and sends each reply in the customer’s. Aiva answers in the customer’s language on every plan that includes Aiva.