Inbox

The Inbox brings your customers' conversations into one shared place: WhatsApp, e-mail, the chat on your own website and messages people send from the portal. Each conversation has a team and an owner, internal notes with mentions, response deadlines, and the contact behind it. One click turns a conversation into a deal, a quote, a support ticket, a work order or a collection task.

The Front Desk (AI) works inside the Inbox: it answers customers on WhatsApp, e-mail and your website's chat from your own answers, knowledge and records, takes bookings and orders on the customer's "yes", and hands a conversation to your team when it should. Its replies are paid with AI credits. Owners, managers and the staff who look after customers work here; the Inbox links to CRM, Books, Desk, Services & Maintenance and Collections. The Inbox comes in Sales & Customer Care and Kluvan One.

Some parts are in early access or coming soon: receiving e-mail at a team address, the one-click Sign in with Meta for WhatsApp, Google Calendar for Front Desk bookings, and Stripe for booking deposits. WhatsApp uses your organisation's own WhatsApp Business account with Meta.

• Switch on the Inbox and set up teamsSwitch on the Inbox, create teams with members, channels and routing words, choose how new conversations are assigned, and add canned replies.
• Add the web chat to your websiteOffer a chat on your own website: choose its title, greeting, team and what it asks visitors, then paste one line into your pages.
• Receive customer e-mail in the InboxEarly accessEarly access. Give a team an inbound address, forward your shared mailbox to it, and answer e-mails from the Inbox in the same thread.
• Answer conversations in the InboxFind conversations by view, channel or search, reply within the channel's window, use canned replies, snooze, set the status and priority.
• Assign, take and hand over a conversationTake a conversation yourself, assign it to a colleague, or hand it over with a note so the next person knows where things stand.
• Set response deadlines and read the Inbox reportsChoose how fast each priority must get a first and a next reply, count business hours only, and see who answered in time.
• Add internal notes and mention a colleagueWrite notes on a conversation that the customer never sees, and mention a colleague so they are told and find it in their Mentions view.
• Turn a conversation into a deal, quote, ticket or taskCreate a lead or deal, a draft quote, a support ticket, a work order or a collection task from a conversation, linked both ways.
• Link contacts to customers and merge duplicatesLink a conversation's contact to a customer record or create one, and merge contacts that are the same person, with undo for 30 days.
• Answer portal messages in the InboxMessages people send from your portal about an invoice or an order arrive as Inbox conversations; your reply goes back to the portal.
• Work with the Front Desk in the InboxSee where the Front Desk (AI) answers, send or discard its drafts, check the figures it quotes, take over and give the conversation back.
• Let the Front Desk answer e-mail and web chatChoose a team's AI mode for e-mail and the web chat, send or discard drafts, and know the daily limit on AI e-mail replies and unverified senders.
• Connect your WhatsApp numberConnect your organisation's own WhatsApp Business number from Meta in Settings → Front desk channels, check it and switch it on.
• Choose how the Front Desk answersSet who answers WhatsApp customers (off, drafts, pilot or automatic) and learn what the Front Desk (AI) does and never does.
• Teach the Front Desk your answersGive the Front Desk (AI) your FAQs and notes, answer the questions it could not answer, and try a question.
• Manage what the Front Desk knowsAdd knowledge sources (text, a web page, a document), choose who may read each one, publish versions, retire them and try a question.
• Publish and roll back the Front Desk's set-upSave a set-up version for how the Front Desk books and hands over, check it, publish it, go back to an earlier one, and ask for an approval first.
• Take over a WhatsApp conversationPause the Front Desk (AI), reply to the customer yourself, and give the conversation back when you are done.
• Take and give back a Front Desk hand-offWhen the Front Desk (AI) hands a customer to your team: find the hand-off, take it, answer, and give the conversation back to the assistant.
• Work team cases from the inboxRead a case's brief, take it, set a due time, approve proposed actions and close it; reminders reach the owner.
• Work the Front desk exceptions pageSee what needs a person outside a conversation: replies that may not have arrived, actions and payments to check, deletion requests, late deposits.
• Take bookings through the Front DeskHow the Front Desk (AI) offers free times, holds one, books only on the customer's yes, takes deposits, and what happens when a deposit comes late.
• Take orders through the Front DeskHow the Front Desk (AI) prepares an online order from your products, places it only on the customer's fresh yes, and tells them about its status.
• Files and pictures customers sendWhat the Front Desk (AI) does with pictures, PDFs and voice notes customers send, the size and type limits, and what they cost.
• Handle a customer's privacy requestGive a customer a copy of their data or delete it, for the customer or one case; what "Deleted on request" means and what is kept.