One shared inbox for your entire team
Bring every customer conversation from live chat and email into one shared inbox your whole team can see. Assign the right person, transfer conversations in one click, share context with internal notes, and monitor workload and SLA in real time — so no message slips through and every customer gets a fast, coordinated answer.
Unified team workspace
Every conversation from live chat and email lands in one shared inbox. The whole team sees the same context, so nothing is missed and no reply is ever duplicated.
Assign and transfer seamlessly
Route each conversation to the right person with smart assignment rules, or hand it off to a teammate in one click when expertise is needed elsewhere — with internal notes travelling along for full context.
Organized, data-driven workflows
Tags, custom filtered views, live workload dashboards, and SLA alerts keep your team focused and accountable — and your customers consistently satisfied.
Every conversation, one shared inbox
All customer messages from live chat and email flow into one shared inbox. Real-time status indicators show who is working on what, so the team stays aligned and no conversation slips through.
Shared conversation view
Live chat and email conversations live side by side in a single queue. Every teammate sees the same customer context, so no one has to ask who replied last or rewrite what a colleague already said.
Live status indicators
See each conversation's state (open, pending, resolved) and each teammate's presence (online, busy, away) in real time. Instantly know who is responsible, who is free, and where help is needed.
One-click state transitions
Move conversations between open, pending, and resolved with a single click. No bloated status forms — just fast, visible progress the whole team can rely on.
“Since switching to XONChat's team inbox, we stopped bouncing between live chat and email tabs. Every message lands in one place and our team replies 40% faster — customer satisfaction followed right behind.”
Assign, transfer, collaborate as one team
Route each incoming conversation to the right teammate automatically. When expertise is needed elsewhere, hand it off in one click with full context attached — so handoffs feel effortless to your team and invisible to the customer.
Smart assignment rules
Automatically assign conversations based on availability, expertise, or customer segment. Managers can override and route special cases manually — round-robin and capacity-based distribution are both supported.
One-click transfer and handoff
Need a specialist? Hand the conversation off to a teammate in one click. Internal notes travel along so the next teammate has full context, and the customer never has to repeat themselves.
Tags and custom filtered views
Organize conversations with tags, priorities, and custom views like "My Open", "Unassigned", or "VIP". Each teammate keeps their own focus while managers share team-wide views for alignment.
“Auto-assignment puts chats in front of the right person instantly, and one-click transfers with internal notes have made escalations painless. Our average resolution time dropped from 4 hours to 45 minutes.”
Monitor team performance in real time
A live workload dashboard, per-agent response and resolution metrics, and SLA monitoring with proactive alerts keep your team balanced and your customers happy — no spreadsheets required.
Live workload dashboard
See each teammate's open conversations and availability at a glance. Spot overloaded agents instantly and rebalance before response times slip.
Response and resolution metrics
Track first response time, resolution time, and CSAT per agent and team. Compare trends week over week to see what is working and where to improve.
SLA monitoring and alerts
Automatically track conversations against your SLA targets. Receive alerts before a breach happens so your team can intervene in time, and report SLA compliance daily, weekly, or monthly.
“SLA alerts have been a lifesaver. We used to hear about missed targets only after customer complaints — now we get ahead of them. Our SLA compliance went from 78% to 96% and customer satisfaction climbed right along with it.”