0m 12s
Median first reply
Measured across active queues
Service Operations
Prioritise inbound issues, protect response targets and give agents a complete service timeline from first message to resolution.
InboxCRMKnowledgeSLAAnalytics
Illustrative workspace
Support health
Customer operations · Today
- Open cases
- 0
- First reply
- 0m 0s
- CSAT
- 0.0/5
across 3 queues
median today
126 responses
SLA coverage
46 open cases
Within SLA · 83%At risk · 12%Breached · 5%
Next to resolve
- 12 min left
Payment confirmation failed
Billing queue
- 34 min left
Unable to access workspace
Technical support
- 1h 08m left
Update delivery address
Order support
Sample data for product illustrationYour workspace reflects live activity
0.0/5
Customer satisfaction
From 126 recent responses
0%
Within SLA
Live service target coverage
0
Open cases
Prioritised across three queues
Complete capability map
Everything your team needs to run customer support.
Each capability works in the same workspace, with shared identity, permissions and operational context.
Support Queues
Group incoming work by service type, team, brand, or escalation path.
Included capabilitySLA Visibility
See response deadlines, at-risk conversations, and breached targets early.
Included capabilityPriority & Tags
Surface urgent issues and create consistent categories for reporting.
Included capabilitySaved Responses
Give agents accurate starting points for frequent customer questions.
Included capabilityLive Agent Handoff
Transfer automated or queued conversations to the right person with context.
Included capabilityConversation History
Review messages, assignments, notes, and service activity in one timeline.
Included capability
InboxCRMKnowledge
Designed for real teams
One view for people, context and action.
Turn inbound conversations into organised support work with clear priorities, SLA visibility, reusable responses, and seamless agent handoffs.
Built to work with your connected WayConnect workspace
Connected workflow
A clear path from first contact to confirmed resolution
Service work is classified, prioritised, assigned and measured in the same conversation context.
Classify the request
Capture topic, customer and service context immediately.
Protect the SLA
Prioritise deadlines and expose at-risk conversations early.
Resolve with context
Give the owner history, notes and approved responses.
Measure the experience
Review resolution activity, response time and feedback.
Service intelligence
Spot urgency, find context and prepare accurate responses faster.
AI assists with request classification, knowledge retrieval and thread summaries while sensitive or uncertain cases automatically remain with a person.
GroundedWorkspace context
ControlledConfigured rules
ReviewableHuman oversight
Assistance layer
Where intelligence helps
Detect urgency
01Highlight language and context that may need escalation.
Find approved knowledge
02Bring the most relevant reviewed answer into the workspace.
Summarise the resolution
03Create a clear close-out note from the service timeline.
Human control stays explicit
Assistance can prepare and explain work; configured approvals still control consequential actions.
WayConnect Intelligence
Explainable assistance for Customer Support
Example signal
91%Confidence
Resolution guidance confidence
Illustrative readout from approved workspace context.
Signal strength
Resolution guidance confidence
Context grounded
Uses approved workspace data
Guardrails checked
Respects configured business rules
Fallback available
Keeps human review in the loop
Decision trace
Every suggestion keeps its context and review path visible.
1. Context
Approved data
2. Guardrails
Policy check
3. Assistance
Suggested action
4. Review
Human decision
Built for real operations
One connected operating model, built around your team.
Turn inbound conversations into organised support work with clear priorities, SLA visibility, reusable responses, and seamless agent handoffs. The view below shows how its supported tools, operating controls, and outcomes stay connected.
- 03
- Real-world workflows
- 05
- Connected tools
- 04
- Operational outcomes
Where teams use it
Practical workflows
Order and payment help
01Coordinate billing, delivery and account questions quickly.
Technical support
02Route product issues with history and urgency attached.
Escalation management
03Make ownership and response targets visible across teams.
Operational connection map
End-to-end visibilityHow work moves through Customer Support
Connected tools
Inbox
CRM
Knowledge
SLA
Analytics
Operating controls
Customer Support
Shared operational context
Role-aware ownership
Visible activity history
Visible outcomes
Earlier visibility into SLA risk
Complete context for every agent
Consistent service categorisation
Measurable response and satisfaction trends
Connected input → accountable workflow → visible outcomeCapability map · no modelled metrics
FAQs
Frequently AskedQuestions
Practical answers about customer support, connected workflows, AI assistance, and team controls.
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