Unified inbox
Every channel in one inbox. Chat, email, WhatsApp, and social in a single timeline.
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Omnichannel Shared Inbox
One inbox for every customer conversation
Bring all your support channels together. Chat, email, WhatsApp, and social messages flow into one collaborative inbox where your team resolves faster.
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Trusted by many
companies of all sizes
companies of all sizes
John Doe
via Live Chat
Open
2m ago
ALY AI suggested a reply
Hi John! I'd be happy to help you update your payment method. You can do this from Settings → Billing → Payment Methods. Would you like me to walk you through it?
Platform
Built for teams that care about support
Every channel in one inbox. Smart routing that assigns the right agent. AI that drafts replies. Built for speed without sacrificing quality.
Smart routing
Assign the right agent by language, plan, sentiment, or region with SLA timers.
Learn more >ALY AI assist
AI drafts replies, summarizes threads, and suggests articles so agents move faster.
Learn more >Team collaboration
Private notes, @mentions, and shared context without leaving the conversation.
Learn more >
Core features
Everything your support team needs
Resolve faster with one timeline across every channel, intelligent routing, AI assistance, and seamless teamwork.
Unified Inbox
Unified omnichannel inbox
Bring chat, email, WhatsApp, and social messages into one queue so agents see the full customer story in a single timeline.
- One timeline across every channel
- See channel, status, and history at a glance
- Never lose context when customers switch channels
- Prioritize and assign from a single queue
Unified Inbox
-
Chat
Sarah from Live Chat
How do I reset my password?
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John via WhatsApp
Thanks for the quick response!
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Mia via Email
I need to update my invoice
Routing
Smart routing & SLAs
Assign by language, plan, sentiment, or region with SLA timers and escalation paths that keep owners accountable.
- Auto-assign by language, tags, or custom attributes
- First-response and resolution SLA targets
- Automatic escalation when SLAs are at risk
- Keep supervisors in the loop on breaches
Auto-assignment rule
If language = Spanish
Then assign to Spanish Team
SLA Policy
First response
< 5 min
Resolution
< 4 horas
Escalation
Auto-escalate to supervisor if SLA breached
ALY AI
AI-powered responses
ALY AI drafts replies, summarizes threads, and suggests articles so agents respond faster without losing quality.
- Suggested replies based on your knowledge base
- Summarize long threads in one click
- Translate messages to any language
- Agents stay in control of every send
ALY AI
Suggested reply
Hi! I'd be happy to help you reset your password. You can do this by clicking...
Summarize
Condense long threads
Translate
Any language
Collaboration
Team collaboration
Private notes, @mentions, and shared context help your team resolve complex issues together.
- Private notes visible only to your team
- @mention colleagues without leaving the thread
- Shared inboxes with full visibility
- Resolve complex issues together in one place
Private note
@mike Can you check this customer's billing history?
Found it! They were charged twice. Refund initiated.
3 team members in this conversation
ThumbCrowd has transformed the way we engage with our customers. Its omnichannel feature allows us to manage conversations simultaneously across multiple channels. I've used ThumbCrowd at my previous companies and continue to rely on it today at Converso. After years as a happy customer, I can confidently say it's an indispensable tool for any customer-focused business.
Omnichannel
Every channel, one conversation
Connect live chat, email, WhatsApp, Facebook, Instagram, and more. Customers reach out wherever they prefer, and your team responds from one place.
Automations
Route, assign, and escalate automatically
Set up rules to route conversations to the right team, assign based on skills or availability, and escalate when SLAs are at risk.
Canned Responses
Consistent replies, faster responses
Save your best replies and access them with slash commands. Keep your team's tone consistent while responding to frequently asked questions in seconds.
- Type / and search saved replies instantly
- Create personal replies or shared team templates
- Include links, formatting, and variables
- Respond to FAQs in seconds, not minutes
/refund
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/refund-process Explain refund timeline and process
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/refund-approved Confirm refund has been processed
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/refund-denied Explain why refund cannot be issued
Governance
Enterprise controls without the complexity
Roles, permissions, and audit trails keep your team compliant without slowing down frontline response.
Role-based access
Define what each team member can see and do. Agents, supervisors, and admins get exactly the access they need.
Learn more >Audit logs
Track every action in your account. See who did what and when for compliance and troubleshooting.
Learn more >Data export
Export conversations and reports when you need them. Your data, always accessible.
Learn more >