The same customer calls on Tuesday and writes on Thursday. In Sumgrey that's one thread: the call, the transcript, the WhatsApp and the email, in order. Whoever picks up the phone already knows what was promised yesterday.
WhatsApp Business, email on your own mailbox, web chat and voice. A call isn't an attachment: it's another episode in the thread, with its recording, its transcript and its summary inside.
If someone writes on WhatsApp on Tuesday and calls on Thursday, it's the same thread. Inside it, each contact opens a case with its channel, its direction, its owner and its own clock.
The same customer with two phone numbers and three email addresses is one record. Searching 600 123 456, +34600123456 or 600123456 finds the same person. With duplicate merging.
An indicator says who is handling each case. If a person writes in a thread, the AI goes quiet on that case — and the inbox explains why it's quiet and offers to hand it back in one click.
Needs you, AI handling, On a call now, Unassigned, Mine, Resolved. Plus saved views with whatever filters each team uses.
Manual or automatic per team, with a check that two people don't end up holding the same conversation.
A «/» shortcut in the composer, with replies written by a manager so the whole team answers the same way. And tags as the team's shared vocabulary.
Attachments, internal notes, full history, and a direct link to «what I'm looking at» to pass to a colleague.
Commitments, follow-up and rules. Without these, a pretty inbox is still just an inbox.
First response and resolution per policy, with the service's opening hours and one clock per case —not one per person—, and a warning before it breaks. Changing the policy tomorrow doesn't rewrite whether it was missed yesterday.
By channel, by service and by skill. The conversation reaches whoever can resolve it.
«If this happens, do that» rules over conversations: tag, assign, notify, close.
Their own numbering, internal notes, an event history, tasks attached to a contact or a case, and a survey at close with its score inside the thread.
Everyone sells «omnichannel» and what they ship is four inboxes with the same menu bar. The difference shows the day an angry customer calls after writing: with one inbox per channel, whoever picks up starts from nothing. Here they see the whole conversation and what was already promised.
A straight conversation about your volume, your channels and where to start. No generic proposal.