Features
Everything your team needs to look after customers.
Channels
Customers message you wherever they like. Your team answers from one place.
- WhatsApp Business through your own Twilio account, with approved message templates
- SMS and MMS on your Twilio numbers, with STOP and START handled for you
- Website chat: add one line to your site, choose your colour and greeting, ask for name and email first
- Email: replies come back into the same conversation, threaded by subject
- API channel: send messages in from your own app and get replies back
- Phone calls (optional add-on): calls ring a real phone, with recordings and voicemail in the conversation
The shared inbox
Built for the people who answer customers all day.
- Mine, Unassigned and All views, with filters and saved views
- Open, pending, snoozed and resolved, plus priority
- WhatsApp's 24-hour reply window shown on every chat, with templates when it closes
- Private notes and @mentions that customers never see
- Canned responses, attachments, emoji and delivery and read ticks
- Keyboard shortcuts and a command bar for fast work
Team workflow
Every conversation has an owner, and nobody gets overloaded.
- Automatic assignment by turn, with a limit per agent
- Teams, and inbox access per person
- Agents go offline automatically when they close Qwilbox
- Business hours with an automatic away message
- Reply-time targets (SLAs) with alerts before a customer waits too long
- Customer ratings (1 to 5) after each conversation
AI assistant
Helps your team reply faster, and answers simple questions on its own.
- Suggested replies based on your knowledge base
- Rewrite: friendlier, more professional, shorter, or fix spelling
- Translate customer messages and your replies
- Summaries of long conversations
- An AI agent per inbox that answers first and hands over to a person when needed
- Automatic labels, priority and mood on new conversations
Automation and chatbots
Set it up once, without code.
- Chatbot builder for menus and questions, with a live preview
- Rules: when something happens, check conditions, then act
- Macros: several steps in one click
- Labels, priority, assignment and messages, all automatic
Campaigns
Reach many customers at once, and keep the replies in your inbox.
- Send WhatsApp templates, SMS or email to labelled groups of contacts
- Send now or schedule for later
- People who opted out are skipped automatically
- See who received, read and replied
Reports
Numbers managers can use without asking anyone.
- Conversations, first reply and resolution times, compared with the period before
- Results per agent, inbox, team and label
- Busiest hours, customer ratings and SLA results
- A live view of who is online and what is waiting
- This month's Twilio costs, straight from Twilio
- Download any table as a spreadsheet
CRM and integrations
Use the CRM you have, or the one built in.
- Built-in contacts, companies, deals pipeline and tasks
- Contact import and export (CSV), merge duplicates, custom fields
- HubSpot connector
- Signed webhooks to any system, and an API with keys
- Custom connectors for other CRMs and ERPs
Security and control
For businesses that need to know who can see what.
- Sign in with Google or Microsoft, or require it instead of passwords
- Two-step sign-in with an authenticator app
- Owner, admin and agent roles
- Audit log of setup changes
- Your own logo, name and web address, on request
- Install Qwilbox like an app on desktop and phone