Views
Inbox, Mine, Unassigned, Resolved, and All each show a live count, and a long history does not slow them down.
Inbox
Every Conversationin One Inbox
Your team works chats, emails, forms, tickets, automation runs, and approvals from one list. If you only want the inbox, you can turn the agent off and keep everything else.
- Tom Okafor Change my plan Email
- Ada Lindgren Order never arrived Chat
- Contact form Question about pricing Form
- Refund for order 8142 Approval needed Approval
- IT request New laptop for Sam Internal
- Priya Shah Invoice question Chat
Change my planAssigned to Maya
Can I move to the yearly plan and keep my current invoices?
The agent found this answer in Billing policy
Yes, you can. Your invoices stay in your account, and the new plan starts on your next renewal.
Maya, by email
Reply to Tom
Every Way In
A widget, a public form, an email, an API call, a handover, and an automation run all open a thread the same way. Your team sees one kind of thread, however it started.
const thread = await substrio.apps.assistjet.inquire({
subject: 'Change my plan',
from: { email: '[email protected]' },
body: 'Can I move to the yearly plan?',
});Reply From Your Own Email
You can answer a customer from the mail app on your phone. Every notification has a signed reply address, so your reply is added to the thread and sent on to the customer.
From: [email protected]
To: [email protected]
Subject: Re: Change my plan
Yes, you can. Your invoices stay in your account.Your Team Hears About It First
AssistJet alerts your team to a new thread, a handover, an assignment, a reply, or a response target that is about to pass. Each teammate chooses which alerts they get, and anyone can switch to a daily digest.
- Ada Lindgren Order never arrived Chat
- Order over $500 Run finished with no issues Run
- Refund for order 8142 Approval needed Approval
- Tom Okafor Change my plan Email
- Contact form Question about pricing Form
Internal Requests Too
Your staff can use the inbox too. A thread marked internal is visible only to your team, so IT and HR requests can be handled beside customer work.
- Visitor My order never arrived.
- orders_get Order 8142 found 0 tokens
- carrier_track Lost in transit 0 tokens
- Agent I can send a replacement today. 412 tokens
- Maya Approved orders_reship
- orders_reship Replacement created 0 tokens
The Details
What a Support Team Asks For First
Assignment
Assign by hand, by round robin, or by routing rule. The first teammate to reply takes the thread.
Response Targets
Set a response time for each thread, and your team gets an alert before it runs out.
Reopen on Reply
A resolved thread goes back to the inbox when the customer writes again.
Saved Replies
Keep the answers you send most, and let the agent draft the rest for your review.
Team Roles
Everyone on your account can work the inbox from the Substrio dashboard, and each teammate is a real user of your app.