Getting Started
What this is
Section titled “What this is”A single inbox for every conversation your customers start with you, no matter which app they used to reach you. A message on LINE, a WhatsApp chat, an email, or a message typed into your website’s chat widget all become the same thing on your side: a ticket, sitting in one shared inbox, assigned to whichever agent (or team) should handle it.
Organizations, members, and roles
Section titled “Organizations, members, and roles”Everything — tickets, contacts, channels, settings — belongs to one organization (your workspace). Every person on your team is an organization member with one of five roles:
| Role | Can do |
|---|---|
| Admin | Everything, including billing-adjacent settings, deleting tickets, and channel credentials. |
| Supervisor | Everything an admin can do except the most sensitive account-level settings. |
| Agent | Handle tickets: reply, assign, tag, resolve. Can’t change channel credentials, automation rules, or delete things. |
| Marketeer | Read access plus whatever outbound/broadcast tools apply to their channels. |
| Developer | Agent-level access plus API keys and webhook configuration. |
Most day-to-day work — replying, assigning, tagging, resolving — is open to any role. Anything that changes what customers experience by default (channel credentials, automation rules, SLA policies, a LINE Rich Menu) is admin/supervisor-gated.
First things to set up
Section titled “First things to set up”- Organization settings (
/settings/organization) — your workspace name and timezone. Timezone matters: it’s what Business Hours and SLA due-time calculations are based on. - Connect a channel (
/settings/channels) — see Channels. At minimum, connect the one channel your customers already use. - Invite your team and confirm everyone has the right role.
- Business hours + SLA policy (optional but recommended) — without one, every ticket still gets a status and priority, just no due-time tracking.
The daily loop
Section titled “The daily loop”Once a channel is connected, the loop is simple: a customer messages you → a ticket appears in the Inbox → you (or an automation) reply → the ticket gets resolved → the customer optionally rates the conversation (CSAT). Everything else in this product — tags, automation, the AI agent, reports — exists to make that loop faster or more consistent as your volume grows.