A shared inbox across email, WhatsApp and SMS, SLA due dates, breach alerts and ticket routing — so your team spends time resolving issues, not triaging them.
Invoice charged twice — March
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94%
CSAT
3.2h
Avg. resolve
11
Closed today
Demo data
What's inside
Illustrative workflow
Morning
14 open tickets, sorted by due date. Three are due soon and one is overdue — its owner and her manager were already alerted. Neha picks up the overdue one first.
"Ticket #1842 — overdue. Owner and manager alerted."
Midday
A customer messages about a duplicate charge. The thread lands in the inbox. Neha finds both invoices on the customer's record, Finance issues a credit note, and she replies on WhatsApp from the same thread.
"Credit note issued against INV-2849 — ₹2,400"
Evening
Today's CSAT responses are waiting in the survey results. Neha opens the two low scores and creates follow-up tickets for the senior agent.
"2 low scores → follow-up tickets #1847 and #1848 created."
WhatsApp, email and SMS threads in one list, with search, filters and assignment. Replies go back out on the same channel.
Set first-response and resolution hours per priority. Each ticket gets a due date, so the queue shows what needs attention first.
When a ticket goes past its due date, its owner and their manager are alerted.
Tickets of a configured type go straight to that type's owner, with the due date already set.
Write and publish help articles, and see which ones customers mark as helpful.
Build a survey, share a public link and review the responses as they arrive.
Add the ticket fields your team needs and arrange the ticket page to match how you work.
When a ticket is closed, the customer can receive an approved WhatsApp confirmation.
Ask Sentinel AI what a client is entitled to and where their service level stands, within what your role can see.
Ask Sentinel AI what a client is entitled to, where their service level stands and what happened in earlier conversations — within what your role can see. You write the reply with the full picture.
Sentinel AI
● ActiveIllustrative example
Cross-connections
Support and Finance work from the same customer record, so a billing complaint can end in a credit note without email chains.
Learn more →Tickets sit on the contact's record, so the account owner can see recent complaints before a renewal call.
Learn more →New and resolved tickets can start automations: notify the team, create a task or update the customer's record.
Learn more →Email, WhatsApp and SMS inbox·SLA due dates·Breach alerts