Capabilities
195 capabilities, all live today
The whole platform, in one place. Every capability below is live in the product today — not a roadmap.
Unified inbox & messaging 15
- Shared team inbox for SMS, MMS, web chat, email, WhatsApp, Apple Messages and calls
- Claim, assign, transfer and re-assign any conversation
- One-tap claim toggle and conversation status
- Inbox sort order and unread filter chip
- Flag a conversation as follow-up
- Two-way SMS and MMS (send, receive, delivery status)
- Start a new conversation from a number or an address-book contact
- Quick-reply templates with a click-to-insert palette
- Merge variables (contact, business, social, dynamic) + spintax personalization
- Reusable spintax / merge-variable helper popup in the composer
- Folders-as-sidebar with inline folder management
- Archive / complete conversations (Open vs Closed) — they stay searchable and auto-reopen the moment the customer writes back
- Real-time inbox updates without refreshing
- Inbound context capture so replies keep their history
- Opt-out, quiet-hours and per-number throttle guardrails on automated sends
Website chat widget 7
- One-line embeddable chat widget for any website (WordPress, Shopify, custom)
- Configurable title, greeting, color, position and custom CSS
- Auto-engage prompt after a set number of seconds
- Captures the visitor and continues the conversation by text
- Lands in the same shared inbox as every other channel
- Separate embeddable contact-form widget for lead capture
- Multiple web-chat widgets per account — each with its own look, FAQ quick-answers, business hours and isolated analytics
Business phone system (PBX & voice) 21
- Local, toll-free and vanity numbers (DIDs)
- Extensions and ring groups / ACD
- IVR phone-menu builder and runtime
- Time-based number routing with failover
- Advanced routing: transfer-on-N-rings, ring-to-multiple, failover chains
- Blind, warm and attended call transfer
- Call flip — move a live call between the browser softphone and a desk phone
- Hold music for callers — free instrumental tracks with zero setup, or upload your own
- Granular voicemail boxes: per-box greeting, max length, transcription, notify rules
- Multi-line send-from and per-agent phone settings
- Per-agent outbound caller-ID control
- SIP / VoIP desk-phone support
- Per-user telephony schedule (hours for ringing / voicemail / transfers)
- Click-to-call from any contact
- Incoming-call screen-pop with caller context
- Rich in-call softphone controls — make and take calls in the browser
- Call history with recordings and per-client call log
- Inbound call & SMS screening (block / allow lists)
- Internal extension-to-extension calling
- Virtual fax + fax-to-email
- Audio library — upload greetings, IVR prompts, voicemail and hold music once, name them, and reuse anywhere
Contacts & CRM 14
- Unified client record across every channel (phone, email, web, WhatsApp, Apple)
- Contact merge with a durable audit trail
- Rich cross-channel timeline: messages, payments, reviews, surveys, calls, voicemail
- Dedicated per-client call history with inline recordings
- Audience segments with live preview and saved segments
- Client tags, auto/smart tagging, and clickable tags that filter the inbox
- Block / mark-as-spam controls
- CSV import and export of contacts
- Multi-entity bulk CSV/Excel import/export (clients, KB, rules, templates, more)
- Lead-source attribution with catalog, auto-capture and reporting
- Custom contact fields
- Assignable tasks tied to a contact or conversation (assignee, category, due date, complete/reopen)
- Sales pipeline / funnels (kanban stages)
- Smart import mapping — upload any contact CSV and its columns auto-match to the right fields, with a review step before import
Payments 8
- Text-to-pay with secure, PCI-compliant card checkout
- Itemized invoices with line items, due dates and a ledger
- Connect your own merchant account (money settles straight to you)
- Refunds, disputes and chargeback handling
- Financial summary and reconciliation
- Payment status tied back to the customer record
- Send a pay link mid-conversation or as a formal invoice
- Estimates & quotes — send an itemized quote by text or email; the customer reviews it and taps Accept or Decline on a hosted page
Reviews & reputation 8
- Tracked review invitations by text (short-link)
- Unified multi-source reviews — Google, Yelp, Facebook and manual import in one view
- Google Business Profile: sync, stats and post replies
- Yelp & Facebook: read reviews with an AI-drafted reply and one-click deep-link to respond
- Reputation trend graph — average star rating and review volume over time, by source
- Multiple review destinations with a default
- Review-request campaigns
- Attribution of which surface drove the review
Customer satisfaction surveys 5
- Satisfaction (“how did we do?”, CSAT), loyalty (“recommend us?”, NPS) and custom surveys
- Tracked survey sends by text
- Easy response reports
- Send a survey to one customer from the composer
- Survey outcome routing — a completed survey triggers automations by score band (review request, recovery task, assignment) and writes answers back onto the contact
Email in the same inbox 7
- 1:1 email compose with merge rendering
- Dedicated webmail view (list, read, compose, reply)
- Inbound email routed into the conversation thread
- Email threading and timeline
- Attach files to any email straight from your reusable media library
- Custom platform email address
- SMTP delivery + POP inbound
Analytics & reporting 11
- Role-scoped graph analytics (overview, timeseries, per-user, global)
- Compare-to-prior-period overlays on any timeseries widget, with delta and %-change
- Reputation trend widget — star rating and review volume over time, by source
- Team leaderboard with SLA and first-response time
- Response-time SLA escalation — alert and escalate when a reply runs late
- Per-line (per-DID) analytics — volume and performance by phone number
- Configurable dashboard widgets
- Per-tenant activity log and summary
- Superadmin cross-tenant activity feed
- Installable PWA with web push notifications
- Emailed sales digest — a daily/weekly/monthly sales summary (gross, refunded, net, disputed, outstanding) with day/week/month breakdowns and CSV export
Team collaboration 9
- Internal team messaging
- In-app notifications
- Staff directory
- Message staff as a segment (broadcast to the team)
- Loop-in supervision — auto-CC a manager on a specific team member's texts and emails
- Media library for shared assets
- Conversation follow-up flags and reminders
- @Mentions on internal notes — pull a teammate into any conversation with an in-app ping; the customer never sees it
- Unified search across SMS, voicemail and call transcripts — find any conversation by what was actually said, filtered by contact, agent or date
Security & compliance 9
- A2P 10DLC registration handled for you
- Opt-out (STOP/START) enforced on every automated send
- Quiet-hours and per-number throttle guardrails
- Insert-only TCPA consent audit trail
- Marketing-vs-transactional consent split
- Outbound recipient allowlist (two-layer send safety)
- Automatic daily communications archive — written once a day to an encrypted, tamper-evident, audit-ready file
- Login rate limiting and lockout
- Encrypted-at-rest tenant secrets
Campaigns & automation 12
- Mass-text blasts with spintax and segment audiences
- Multi-step drip sequences (SMS + email, branching)
- If-then drop rules that run automatically
- Per-channel auto-replies (preset + custom)
- Missed-call auto-text-back
- Review-request campaigns on a schedule
- Native email blasts, with Mailchimp / Constant Contact contact sync
- Email suppression, guard and one-click unsubscribe
- Conversation follow-up reminders
- Appointment reminders (24h / 1h) with confirmation
- After-call follow-up — automatically send a follow-up text once an answered call ends, with optional drip enrollment
- Quiet-hours message queue — automated texts that land during quiet hours are held and delivered when hours open, never dropped
Integrations 18
- Product Link — insert store products into SMS/email (Shopify live; WooCommerce & BigCommerce)
- Mailchimp and Constant Contact contact-sync connectors
- Gmail & Outlook mailbox connectors (SMTP/POP) — two-way email + webmail in the inbox
- Google Business Profile connector
- Yelp reviews connector (read + AI-drafted reply + deep-link)
- WhatsApp Business API
- Apple Messages for Business
- Meta (Facebook / Instagram) messaging
- TikTok messaging channel
- Payments by text — pay-by-SMS links, backed by a tier-1 card processor (Visa/Mastercard/Amex)
- SMS/MMS, voice & phone numbers
- Premium Fax
- AI transcription, summaries & sentiment
- Zapier / Make / IFTTT — real-time event hooks to thousands of apps with a scoped, read-safe token, no code
- BigCommerce and Magento / Adobe Commerce native product sources (alongside Shopify)
- Add a product by URL — paste a product link and its title, image and price import automatically (no store API)
- Sitemap product import — bulk-scan a store's sitemap into your searchable catalog
- Store event webhooks — new orders, shipments, refunds and abandoned carts trigger automatic customer messages
Developer platform & API 9
- Inbound API triggers to start automations
- Managed API tokens with scopes
- Outbound webhooks (HMAC-signed, SSRF-guarded)
- Webhook events: message.in / message.out / message.status
- Webhook events: conversation.assigned, client.created, transaction.created
- Webhook events: review.clicked, survey.responded, delivery status
- Data-feed events for custom automations
- Self-serve API developer portal with docs and token management
- Pluggable provider adapters (AI, fax, commerce, channels)
Team, roles & white-label 14
- Self-serve signup with email + SMS two-step verification
- Onboarding with tier selection and ToS/Privacy acceptance
- Role hierarchy: agent, manager, admin, super-manager, superadmin
- User impersonation for support (audited)
- Superadmin tenant console (list, enter, manage)
- Platform white-label branding (name, logo, color, favicon, support)
- Per-tenant reskin and business profile
- Customizable navigation rail — show, hide and reorder the tabs each role sees
- Module platform: enable/disable features by plan tier
- Multi-location organization accounts
- Cross-location transfers — hand a conversation or phone number to a sibling location, consent re-resolved and audited
- One-click 'Switch from Podium' importer to migrate your contacts and history
- Role visibility controls — admins choose exactly which sidebar tabs each staff role can see
- In-app Help Center — a searchable, role-aware help drawer on every page
Billing & platform 6
- Bank-grade card billing with plans and gating
- Subscription lifecycle with auto-pay and dunning
- Emailed platform invoices
- Usage metering and overage billing
- Super-admin pricing control plane
- Per-location billing add-on
Omnichannel — every channel, one thread 13
- WhatsApp Business — native two-way messaging
- Apple Messages for Business — native two-way messaging
- Website chat widget → continues by text
- Facebook & Instagram messaging
- TikTok messaging channel
- Two-way email in the same inbox
- Unified omni-inbox across every channel on one contact
- RelayCore relay engine (SMS + email relay)
- Hosted lead forms feeding the inbox
- X (Twitter) Direct Messages — genuinely two-way, threaded onto the same contact (connect a paid X API account)
- LinkedIn Lead Gen — lead-form submissions arrive as new, contactable inbox leads (inbound capture)
- TikTok — lead-form leads flow into the inbox, plus two-way messaging for eligible business accounts
- Yelp Leads — 'Message the Business' becomes a two-way inbox conversation (for Yelp advertising partners)
AI call intelligence 5
- Automatic call transcription with speaker diarization
- AI-written call summaries saved to the contact
- Sentiment scoring on calls
- Best-in-class AI transcription engine (speaker labels, summaries, sentiment)
- Transcripts and summaries surfaced in the contact timeline
Premium Fax 4
- Receive faxes as email — no hardware
- Virtual fax send + receive
- Assign fax files to a contact
- Premium Fax delivery (carrier-grade)
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