Handle every support conversation from one inbox.
Bring email, chat, messaging, phone, social, and API conversations into one queue with the customer record and previous service history attached.
Sarah’s card was declined after a billing profile update. The account is active, Enterprise, and has no prior payment failures.
Built for depth without the clutter.
Route conversations using intent, language, priority, customer value, and current workload instead of relying on one static queue.
Every feature works with the same customer and service context.
Move between conversations, structured work, customer records, knowledge, workflows, reporting, and quality without losing the operating state behind the issue.
Questions about Inbox.
Clear answers about how this part of Protocol fits into a customer service operation and what teams should expect when they use it.
What channels can the Protocol Inbox bring together?+
Protocol brings service conversations from connected channels such as email, chat, messaging, phone, social, and API sources into one working queue. Agents can review the conversation, customer context, ownership, and recent service history before they reply.
How does routing work in the Inbox?+
Teams can organize routing around signals such as intent, language, priority, customer value, team ownership, and current workload. This lets the queue reflect how your service organization actually operates instead of forcing every conversation through one static assignment rule.
Can agents collaborate on the same customer conversation?+
Yes. The Inbox is designed around shared ownership with assignments, internal notes, mentions, views, and collision awareness so agents can coordinate without duplicating replies. Customer-facing messages remain separate from the internal context the team uses to resolve the issue.