Product
SLA and Rules
You define deadlines by priority and customer, the tool monitors the timers. When a deadline approaches, it notifies the right person instead of waiting for a complaint.
Two timers per ticket
First response and resolution. Each stops while the ball is in the customer's court and during the team's closing hours.
Three-tiered escalation
At 75% of the deadline, reminder to the agent. At 90%, notification to the supervisor. Upon exceeding, priority change and message in the team's Slack channel.
A single grammar
Triggers, time rules, SLA policies, and macros use the same conditions then actions syntax. You learn it only once.
Counters in progress
hours 9am–6pm · Paris- #4818 SSO access denied · urgent18 min left
- #4821 Duplicate invoice for June · high42 min left
- #4802 Export outage · urgent6 min over
- #4811 Webhook not received · normal5 h left
14:17 90% threshold → notify supervisor
14:23 breach → priority set to urgent · #support-urgent
Feature details
Deadlines that fit how you work
One policy per segment — customer plan, company, channel, tag, priority — instead of a single deadline for everyone.
Timers respect your hours
Per-team calendars, time zones, public holidays imported via iCal: the clock stops when you're closed, and when the ball is in the customer's court.
Triggers, not manual reminders
On creation, status change, new message, approaching deadline or a fixed schedule: the tool acts at the right moment, without anyone having to think about it.
Actions that follow through
Assign, reprioritize, tag, reply with a macro, send an email, call a webhook — the same conditions-then-actions grammar, everywhere.
Test before you enable
Every rule can be simulated against your last 500 tickets: you see what it would have done before you let it loose.
Every run leaves a trace
In the ticket history, with the rule's version: you always know why a ticket moved, and who decided it.
A rule as it is stored
{
"name": "Incident critique client Entreprise",
"when": [
{ "field": "priority", "op": "is", "value": "urgent" },
{ "field": "company.plan", "op": "is", "value": "enterprise" }
],
"then": [
{ "action": "assign_team", "value": "incidents" },
{ "action": "set_sla", "value": "first_response_30m" },
{ "action": "notify_slack", "value": "#support-urgent" }
]
}Other modules
Five pages for five parts of the tool
Shared Inbox
All emails, forms, and chat messages in one queue.
Knowledge Base
Public or internal articles, customer portal, and widget.
Channels and Integrations
Email, chat, WhatsApp, API, signed webhooks.
AI Assistant
Triage, summary, suggested reply, and deflection, on a model hosted in Europe.
Mobile app
Two apps for iOS and Android: the agent workspace, and the portal for your customers.