Workflow
Shared customer conversations
Give service teams one workspace for calls, business SMS, and the history around each customer.
Service
Tickets and conversations on one timeline
Subscribe to SMS and call events, write them back to the ticket, and keep the workspace for live takeover.
Webhooks
Write SMS and call events back to the ticket
Subscribe to signed events, verify the HMAC, and keep live takeover in the desktop or mobile workspace.
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Voice on the timeline
A live call is still a first-class service event
Handle the conversation in the workspace, then attach supported call activity to the ticket your team already runs.
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Delivery state
See retries and replay when a consumer falls behind
Integration Hub shows signed endpoint configuration, delivery state, and replay controls for the events you subscribe to.
Professional and above. Event delivery requires a configured subscription and an endpoint your team operates.
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Service operations
Keep the timeline complete without leaving the conversation
Use the workspace for live service work and your own systems for the ticket of record.
Workflow
Live takeover stays human
Agents continue the conversation in the desktop or mobile workspace while your system keeps its own record.
Workflow
Events for the ticket timeline
Subscribe to supported signed events and write call and message activity back to the service record.
Ticket update flow
- 01
A customer calls or texts the business number
- 02
The team handles it in the workspace
- 03
A signed event is verified and added to the service record
Operational boundary: Event delivery requires a Professional or higher plan, a configured subscription, and an endpoint your team operates.
Service rollout
Bring every customer conversation onto the service timeline.
Let’s find the right way to connect your business.