Omnichannel inbox
One inbox for web chat and WhatsApp, routed by skill.
Agents see their own chats and the queue. Supervisors see every chat, live, and can step in. Beside each conversation: the customer’s record, their tickets and their history. Email arrives as tickets on the same record.
- Works on
- Web chat
- Email tickets
The shared inbox today
Three tabs, two phones and a spreadsheet of who’s on what.
“Two of us answered the same customer.”
Without one queue, a chat gets picked up twice, or not at all.
“I can’t see who’s overloaded.”
The supervisor finds out at the end of the day, from the customers who waited.
“Where did that conversation go?”
Last month’s chat is on someone’s phone. The customer explains it all again.
Views by role
My chats, Queue, All chats: everyone sees what they work on.
Agents see their own chats and the queue. Supervisors and admins also see all chats and the ones the bot is handling. Rows stay compact, with keyboard shortcuts and virtual scroll for thousands of live chats.
- Search and filters across the inbox
- Internal notes, tags and canned responses with shortcuts
- Inactivity auto-resolve and abandoned-chat tracking
Routing
Routed by skill, with VIP priority and a wait time the visitor can see.
The bot hands over with the skills it found, and the queue picks an agent who has them. VIP customers go first. On web chat the visitor sees their place in the queue and the expected wait.
- Skills, priorities and transfer between agents and teams
- Business hours, holidays and queue limits
- Chat SLAs, first response included
Customer panel
The customer’s record beside every conversation.
The CRM record, linked tickets and past chats sit next to the message. Create a lead or a contact from the chat without leaving it.
- Leads created from chat and WhatsApp automatically
- Linked tickets on the chat
- Agent Assist: suggested articles and a drafted reply
Live monitor
A live monitor: every agent, every queue, every SLA at risk.
Supervisors see who is busy, what is waiting and which chats are close to a breach. Open any chat, take it over, or hand it to someone else.
- The bot’s chats in the same view
- Take over from an agent or the bot
- Reassign to another agent or team
Leave a message
Nobody free? The customer leaves a message, and it becomes a ticket.
Outside business hours, or when the queue is full, the customer can leave a message. It becomes a ticket, an email to your team, or both, and the customer is told it arrived.
- A Leave a message step in chatbot flows
- Tickets with SLAs, categories and teams
- Email-born tickets on the same customer record
History
Every chat stays in History, and stays searchable.
Search transcripts, open the full conversation page, download a transcript or print it. Older chats are archived on their own and still turn up in a search.
- Scoped by role: agents see their own
- CSV and ZIP-of-transcripts exports in the background
- Chat reports that drill down to History
Connected to everything else in Axonave
A chat in the inbox is a chat on the customer’s record.
The inbox shares its customers with the CRM, its follow-ups with the helpdesk and its answers with the knowledge base.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
WhatsApp
The official Cloud API, in the same queue as web chat.
AI sales agent
Hot leads reach their owner with the meeting already booked.
Helpdesk
A chat that needs follow-up becomes a linked ticket.
Platform
All six modules around one record.
Routing, drawn
A Malay warranty question reaches Hafiz at 9:00 am.
The warranty menu hands the chat over with the Warranty skill. The queue picks the agent who has it, with the history attached. Nobody sorts the queue by hand.
5,000
live chats per workspace in one inbox
Source: Internal load tests, Oct 2026
1M
chats in History, lists back in under ~200 ms (p95)
Source: Internal load tests, Oct 2026
250
bot conversations at once, every customer answered
Source: Internal tests, Nov 2026
Who works in the inbox
Support teams
One queue for web chat and WhatsApp, with an SLA on the first response.
Supervisors
A live view of every agent, every queue and the chats close to a breach.
Sales
Leads from chat with the conversation attached, routed to their owner.
Questions about the omnichannel inbox
Which channels arrive in the inbox?
Web chat from the widget on your website, and WhatsApp through the official Cloud API. Email arrives as tickets on the same customer record. Instagram and Messenger are on the roadmap as Planned.
How does routing work?
By skill, by priority (VIP included) and by team. The chatbot hands over with the skills it found, and the queue picks an agent who has them. Agents can transfer a chat to another agent or team.
Can visitors see how long they’ll wait?
Yes. On web chat the visitor sees their place in the queue and an estimated wait.
What happens outside business hours?
You set business hours and holidays. Outside them, or when the queue is full, the customer can leave a message. It becomes a ticket, an email to your team, or both.
How many website chat widgets can we run?
Basic includes 1 website chat widget and Pro 5, each with its own branding and allowed domains. Enterprise has no caps.
Can supervisors step into a chat?
Yes. The live monitor shows every agent, every queue, the bot’s chats and the SLAs at risk. Open any chat to take it over or reassign it.
Can we export our chats?
Yes. Export to CSV, or a ZIP of transcripts, in the background: all chats, or only bot, abandoned, assigned or resolved ones. Any single conversation can be downloaded as text or printed.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
See your own queue in Axonave.
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