One inbox for email, WhatsApp, and the web

Inbound mail, WhatsApp, a public form, and a partner call all go through the same intake seam. The desk sees one queue. The customer keeps the channel they already used.

Threading follows the person, or the room. A WhatsApp group is owned by the group, not by whoever spoke first, so a shared space does not become one member's private ticket.

Replies leave on the same channel they came in on. Email goes out as email. WhatsApp lands back in the chat, including the group when the ticket is a room.

If a workspace is paused, inbound is held instead of dropped on the floor. When the workspace is active again, the oldest hold plays first.