Operator inbox built for
real conversations.
AI handles what it can. Operators claim what's left. Transfer, escalate, and resolve with a disposition — all per-app, all coordinated, all visible to the rest of the team.
Incoming → AI → operator → resolved.
Five stages, every conversation. The inbox makes each transition explicit so nothing falls through the gap.
Incoming
A customer messages Cards on WhatsApp. The conversation lands in the Cards app inbox — never in Loans, never in Insurance.
AI handles
The Cards agent answers from its KB. Most questions resolve here — no human required, no operator paged.
Escalates
When the AI hits its confidence threshold or the customer asks for a person, the conversation moves to the operator queue with the full transcript attached.
Operator claims
Any operator on the Cards app can claim it. Claim is exclusive — the next operator sees it taken, with the claimer's name on it.
Resolves
Operator marks the conversation closed with a disposition — resolved, refunded, escalated to engineering, sent to fraud. Reports light up immediately.
Incoming
A customer messages Cards on WhatsApp. The conversation lands in the Cards app inbox — never in Loans, never in Insurance.
AI handles
The Cards agent answers from its KB. Most questions resolve here — no human required, no operator paged.
Escalates
When the AI hits its confidence threshold or the customer asks for a person, the conversation moves to the operator queue with the full transcript attached.
Operator claims
Any operator on the Cards app can claim it. Claim is exclusive — the next operator sees it taken, with the claimer's name on it.
Resolves
Operator marks the conversation closed with a disposition — resolved, refunded, escalated to engineering, sent to fraud. Reports light up immediately.
Built for teams, not for soloists.
Claim, transfer, hand off, dispose — four primitives, every team workflow.
Claim
One operator owns each open conversation. Claim is atomic — no double-handling, no "wait, who has this one?"
Transfer
Move a conversation to another operator with one click. They get the full thread, the disposition history, and the customer record.
Handoff to AI
Drop a conversation back to the AI for follow-up — confirmation messages, post-resolution surveys, scheduled callbacks.
Disposition on close
Every closed conversation carries a disposition tag. Resolved, refunded, escalated, churned — the analytics roll up by reason, not just by count.
Each brand has its own queue.
A workspace runs many apps. Each app has its own inbox, its own operator pool, its own dispositions, its own analytics. A Cards operator never accidentally answers a Loans question — and a Loans operator can't peek at Insurance volume.
Permissions follow the app. Move someone between apps and their inbox view follows. The audit log records every transfer.
How workspaces & apps fit togetherWorkspace · acme-bank
3 apps · 31 open conversations
Cards
Loans
Insurance
Every count is app-scoped. Cross-app totals roll up to the workspace dashboard.
Cards · operator team
4 operators · presence live
Sara K.
Cards lead
Imran T.
Cards
Priya R.
Cards
Ben H.
Cards
See who's available before you transfer.
Every operator has a live state. Routing decisions stop being guesswork — your team lead can see who's free, who's slammed, and who clocked out without saying anything.
Available
Logged in, taking new conversations.
Busy
On an active conversation, capped queue.
Away
Idle past the threshold or self-marked.
Offline
Signed out — work routed elsewhere.
Presence is workspace-scoped. Operators control their own state — and the audit log records every change.
Roadmap honesty
Skill-based routing — operator skills, language matching, and weighted assignment — lands later in our roadmap. The Launch 3 inbox uses claim-on-pull plus manual transfer, which covers ninety-plus percent of teams. We'd rather ship a coordination model that works than promise a routing engine that doesn't yet.
The inbox your operators won't fight.
Spin up a workspace, add an app, watch the first conversation flow through claim → transfer → resolve.
✓ Per-app isolation✓ Live presence✓ Disposition on close