Every customer message in one place

What breaks when there are many channels and no place to collect them

• Messages get lost — A question arrived in the messenger of an employee who is on holiday — nobody learns about it.
• The customer repeats themselves — They wrote on WhatsApp yesterday and from the site today: with no shared history they are questioned from scratch again.
• The correspondence leaves with people — Conversations in personal messengers do not belong to the company: the employee leaves and the history goes.
• Nobody knows how many messages there were — While the correspondence is scattered, the question «how many people contacted us this week» has no answer.

How the shared flow works

Every connected site has its own workspace, and the data of different clients physically does not cross: conversations, messages and attachments carry a direct workspace key enforced by the database. One worker cannot pick up another workspace's task, however hard it tries.

Inside a workspace, one person's correspondence does not scatter across cards: the rules for linking conversations are declared once and work the same way in the router and in every channel.

Reliability instead of promises

• Accepted means written down — A message is confirmed after it is written to disk, not after the database answers.
• Retries without duplicates — If an external channel did not accept the message, the task returns to the queue and repeats; exhausted attempts are visible in a separate list instead of disappearing.
• Read only after the handover — The read border in an external channel moves only once the message really is in work.
• Files only for their owners — An attachment is served to the owner inside the same workspace; private images do not settle in shared caches.

Frequently asked questions