New feature April 11, 2025

Attend, Take Over and Escalate a Conversation

Staff attend a conversation so colleagues know it is handled, a manager can take over, and a sound tells you a new message arrived.

What's in this update

In a shared inbox, the worst outcome is two people replying — or nobody. Attending and taking over make ownership explicit.

Attend So Colleagues Know

Attending a conversation shows the rest of the team it is being handled, which stops two people answering the same customer.

A manager can take over a conversation when it needs escalating, without the customer starting again in a new thread.

New messages and new conversations play a sound, so a busy counter does not leave a customer waiting on a silent screen.

We'll send you a short, plain-language email whenever there's a useful update — no sales pitches, no daily noise.