Unified Inbox

Stop switching tools. Run support from one unified inbox.

SupportHQ unifies conversations into a single inbox so your team can collaborate with full context, whether the agent handles the first response or a case needs human review.

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Conversation history that makes handoff easier
Agent + human workflow in one place
Teams spend less time context-switching

Support that feels like one system

The agent can resolve routine questions and prepare escalation. When your team takes over, the context travels with the conversation, so nothing gets lost.

Unified inbox benefits

Less back-and-forth and fewer repeated questions
Faster collaboration between teammates
Clear visibility into what the agent already tried

How it works

One inbox for every conversation

A workflow your team can trust.

1) Connect your channels

Customers ask questions on your site, in Telegram, or in Discord.

2) The agent resolves routine issues

It answers using your knowledge base.

3) Your team handles exceptions

Handoff keeps full conversation history and context.

In depth

One inbox for the agent and your team

Web, Telegram, and Discord conversations in one place, with the agent working alongside people instead of in a separate tool.

Every channel, one view

Conversations from your website widget, Telegram (private chats and groups), and Discord (servers) arrive in the same inbox. Each one shows the full history, whichever channel it came from, so nobody asks a customer to repeat themselves.

Your team no longer watches three apps. One place, one queue, and the same agent answering on all of them.

See what the agent did, and step in whenever you want

Every agent reply is in the inbox alongside human replies. Anyone on your team can jump into any conversation at any time. The moment a teammate replies, the agent goes quiet on that thread and does not talk over them.

Escalated conversations arrive with the agent's reason, urgency, and a summary, so the person picking it up knows what the customer wants before reading the thread. Details on the human handoff page.

Turn good answers into knowledge

When a teammate writes a great answer, turn that conversation into a knowledge base article in one step. The agent answers the same question itself next time. The inbox is where your knowledge base grows from.

Insights show conversations, auto-replies, escalations, and whether anyone answered, with period-over-period comparison, so you can see the agent taking more of the load over time.

Access control and data ownership

Role-based access (Owner, Admin, Viewer) controls who can see and act on conversations. Company data is scoped and isolated by default.

Conversations can be exported as JSON, CSV, or Markdown at any time, with secret redaction. The inbox is included in every plan, and there is no per-seat pricing, so the whole team can use it. See pricing.

FAQ

Which channels does the unified inbox support?

Your website chat widget, Telegram (private chats and groups), and Discord (servers). Every conversation from each channel arrives in the same inbox with full history. WhatsApp is coming soon.

Can my team reply directly from the inbox?

Yes. Anyone on your team can step into any conversation. When they do, the agent stops replying on that thread.

Do I have to pay per agent seat?

No. Plans are priced by conversations per month, not by team members. Add your whole team.

How do escalated conversations show up?

With the agent's written reason, an urgency, and a summary of the thread. Your team is also notified by email, Telegram, or SMS.

Can I control who sees what?

Yes. Role-based access with Owner, Admin, and Viewer roles, and company data is scoped and isolated.

Can conversations become knowledge base articles?

Yes. Turn a conversation your team answered into an article in one step so the agent learns from it.

Can I export conversations?

Yes. Export conversations, knowledge base, and configuration as JSON, CSV, or Markdown, with secrets redacted.