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Mobile Service Cloud

Agent Inbox

Manage fast, personal conversations from any channel in one inbox via Mobile Service Cloud, the #1 customer service solution.

agent inbox

Tickets Don't Solve Problems. People Do.

Our inbox doesn't show tickets or numbers. It shows conversations.

In traditional systems questions become tickets, people become numbers.

Mobile Service Cloud empowers agents to put customers first.

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Increase Internal Efficiency

Keep workflows manageable with smart inbox management.

Conversations are at the center of attention. No tickets, no numbers.

All questions are routed to the right agent, based on skills and relevancy.

Collaborate easily with colleagues or involve an external supplier.

All available customer data are shown right next to the conversation.

inbox management

Boost Performance for Your Customers

Keep your inbox clean and clear with tagging and snoozing options. Your personal inbox only shows items that need attention now - the rest is snoozed. Colour codes indicate how much time is left to answer, based on SLAs.

  1. Clear overview of all your conversations

  2. Traffic Light color codes indicating time left to answer

  3. Snooze conversations to be reminded later

Conversation Agent Inbox Mobile Service Cloud

Help Customers in One Friendly Conversation

Put the customer first with the conversational view. This view is split into three vertical panels: one with the conversation with the customer, one with internal conversations to collaborate with colleagues or partners, and one with the Customer Profile. Every data is shown for every channel. Get and keep customers with a channel-agnostic approach.

  1. Full overview of all conversations from all channels

  2. Chat or email to collaborate with internal & external partners

  3. Customer Profile including all data, such as viewed products

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All Channels in One Inbox

Facebook Messenger
Apple Messages for Business
skills-based routing

Advanced Skills-based Routing

With advanced skills-based routing, the customer is automatically connected to the right agent.

You can set routing based on skills, but also on brand, store, or language. Based on the question, an agent is appointed to help. The question appears straight in their personal inbox.

Routing based on:

  1. Skills, topic, or expertise

  2. Language, store, or brand

  3. Availability

  4. Channel

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