Omnichannel Inbox
Twenty-two channels walk in. One queue walks out.
Stop refereeing between apps. Every message, review and call lands in a single inbox with routing rules, full history and your whole team on the same page — literally.
Built for teams
Everything a support floor needs. Nothing it doesn’t.
Smart routing & queues
Route by department, channel, language or workload. Queues hold the overflow; transfers ask before they interrupt — supervisors approve with a tap.
Saved replies that speak every language
Multilingual canned responses with rich blocks — buttons, cards, quick replies — inserted in one keystroke, rendered natively per channel.
Notes & @mentions
Private internal notes on any conversation, with file attachments and @mentions that ping the right teammate — customers never see them.
Supervisor view & roles
Granular permissions for admins, supervisors and agents. Supervisors watch live conversations, coach in notes, and see exactly their scope — no more, no less.
Search that actually finds
Full-text search across messages, attachments, names, emails, tags and custom fields — years of history, milliseconds of lookup.
CSAT on autopilot
Post-conversation ratings with reminder emails, per-agent satisfaction stats and exportable transcripts — proof your service is working.
Review triage desk
Reviews are conversations. Treat them like it.
A two-star review on Google hurts more than a missed chat — and most inboxes never see it. ConnectWiz pulls reviews and comments from Google Business, the App Store, Google Play and YouTube into the same queue as your messages.
- New reviews arrive as conversations, assigned like any other
- Reply to Google Business reviews without leaving the inbox
- Wiz drafts a response in your tone — you approve and send
- Track rating trends per store, app and location
Agents on the move
The whole inbox, in a pocket
A native mobile app for iOS and Android — not a wrapped website. Push notifications that respect assignments, quick replies, and even calls on the go.
- Real-time push for assignments, mentions and VIP messages
- Reply with saved responses, photos and voice notes
- Answer WhatsApp and PSTN calls with native call UI
- Availability toggle — go offline, the queue reroutes itself
Web chat widget
Your website is a channel — a fast one
A featherweight chat widget that loads lazily, matches your brand, speaks your customer’s language and never fights your site’s styles — built as an isolated web component.
- One script tag; colors, position and welcome flow are yours
- Visitor tracking stitches anonymous browsers to known contacts
- Spam-shielded with layered rate limits and challenge checks
- RTL and 52 languages out of the box
Workflow depth
The mechanics under the queue
Five routing strategies
Round-robin, least-loaded, random, department, or supervisor-first (which never strands a conversation) — per team, not one global rule.
Transfers with a handshake
Reassignment is an approval workflow, not a silent shove — the receiving side accepts, and a time-boxed takeover exists as its own permission for the moments that can’t wait.
Notes that summon people
Internal notes with real @mentions — the named teammate is notified, and the AI can draft a conversation summary straight into a note for handovers.
Saved replies with shortcuts
Type #refund and the saved reply expands in place — managed centrally, permissioned separately, fast in the moment.
A composer that knows the channel
The server tells the composer what this conversation can carry right now — window state, media, buttons — and refuses the impossible with a named reason. WhatsApp’s 24-hour window is enforced here, template path and all.
Translation, both directions
Read any incoming message in your language on demand, and send your draft translated into the customer’s — per message, cached for the next reader.
Accountability
Measured honestly — including what we don’t measure yet
First-response clock
Starts at the customer’s first message, stops only at the first human reply — a bot answer doesn’t stop it. Late conversations light up in the list against your threshold (default: Meta’s five hours).
55-permission RBAC
Ten verbs on conversations alone — view, reply, assign, block, take over, release AI and more — composed into custom roles, with per-member visibility scopes on top.
Exports that stand alone
Conversations export as text, JSON, self-contained HTML or a WhatsApp-style ZIP with media — no expiring links inside, safe to archive for compliance.
Blocking that stays quiet
Blocked contacts are filed silently across every channel — no AI triggers, no notifications, no drama — and unblocking lands them On Hold, never jumping the queue.
And the honest part: a live "teammate is viewing this conversation" indicator and an agent-performance report module aren’t built yet — the dashboard covers volumes, AI activity and departments today. We’d rather you read that here than find it in week two.
Close the extra tabs. Keep the customers.
Connect your first channel free and watch every conversation land in one place.