Inbox
Every conversation in one view. Assign to agents, take internal notes, escalate from bot to human with full context. Your team finally has a real WhatsApp helpdesk.
All conversations
Across all numbers
Updates
Sub-second sync
Bot → human
Full context preserved
Routing
Skill-based, round-robin
All inbound messages in one timeline. Filter by status (open, assigned, resolved), agent, priority, or number. Search across all history.
Manual assign, round-robin auto-assign, skill-based routing, or assignment based on conversation source (bot, marketing, support).
Add private notes visible only to your team. 'VIP customer — they mentioned a friend referral' shows up to other agents but never to the contact.
Mark conversations as low, normal, high, or urgent. Urgent ones surface to the top of every agent's view. SLAs trigger automated escalation if breached.
When the bot decides to escalate, the agent inherits the full conversation context — every message, every captured variable, every tool call. Zero re-asking.
Save common replies as canned responses. Pick from a list with one click. Templates support variables, so 'Hi {{first_name}}' fills in automatically.
Message lands in the inbox. If a bot is active, it handles it first. If no bot or bot needs to escalate, the conversation goes to the agent queue.
Manual: an agent claims it. Auto: round-robin or skill-based (e.g. Spanish speakers handle Spanish convos). Re-assign anytime.
Side panel shows the contact's history, custom fields, recent orders (if e-commerce), all internal notes from past conversations. Agent isn't typing into a vacuum.
Agent stuck? @-mention a teammate in an internal note. They get notified, jump in, agent never has to break flow to ask.
Mark resolved. The conversation closes, but the next time the contact messages, the bot picks back up with all prior context still available.
| Feature | Edesy | Typical competitor |
|---|---|---|
| Unified inbox across numbers | ||
| Auto-assignment (round-robin, skill) | Manual | |
| Internal notes | ||
| @-mentions in notes | ||
| Seamless bot-to-human handoff | Re-ask context | |
| Side-panel contact history | Separate page | |
| Priority levels + SLA tracking | Basic | |
| Canned responses + variables | Plain text only |
Round-robin assignment, internal notes for tricky cases, SLA on responses <2h. Bot handles tier-1; complex cases route to agents.
First-response time avg 47 sec; CSAT 4.6/5
Manual assignment by team lead. Each rep owns a list of accounts. Internal notes track outreach history; handoffs to closers when ready.
Sales cycle shortened by 30%
Auto-routing by detected language: Hindi conversations to Mumbai team, Spanish to Bogotá team. Bot handles initial triage.
Customers always reach a native-language agent
Each hotel's WhatsApp messages route to its local front desk. Internal notes flag VIP guests for special handling.
Repeat guest recognition + personalization scaled
Bot handles appointment bookings; complex medical questions auto-escalate to nurses. Priority levels for urgent vs routine.
Front-desk call volume cut in half
Each client's WhatsApp number maps to a different agency team. Agents see only their assigned clients' conversations.
Single team manages 12 clients without confusion
A WhatsApp service operation has three layers: the bot (handles the most common queries), the agents (handle the cases the bot can't), and the supervisors (route work, monitor SLAs, coach agents). Most platforms get the bot layer right and the other two layers wrong. They give you a bot builder but treat the agent inbox as an afterthought — bare-bones chat UI, no assignment logic, no internal notes, no handoff context. The result is that agents end up working in a clunky tool that's a step down from the email helpdesk they're used to.
Edesy's inbox is designed agent-first. The default view is a unified feed of all conversations across all your numbers, filterable by status, agent, priority, and number. Assignment can be manual (an agent claims a conversation) or automatic (round-robin distribution, skill-based routing based on conversation language or topic). Once assigned, the agent sees the contact's full history in a side panel — past conversations, custom fields, recent purchases if you've connected an e-commerce platform, all internal notes that other agents have left over time. The agent isn't typing into a vacuum.
The bot-to-human handoff is where Edesy's design differs most from competitors. When a bot decides to escalate (because the customer asked for a human, or the bot couldn't answer, or a tool failed), the conversation transfers to the agent with the full conversation history rendered as text — every customer message, every bot response, every tool call, every captured variable. The agent reads three messages of context and is ready to help. Most competitors either lose the context entirely or render it in a way that takes the agent 2-3 minutes to parse, which negates the speed advantage of having a bot in the first place.
Internal collaboration is the unsung hero. Agents stuck on a complex case can @-mention a teammate in an internal note — that teammate gets notified, can join the conversation as a co-handler or just give the assigned agent advice in the notes. The customer never sees any of this; it just feels like they got a fast, knowledgeable answer. This pattern alone tends to drop average resolution time by 20-40% in teams that adopt it.
Free workspace, full team inbox, bot-to-human handoff built in. Most teams onboard their first 5 agents within an hour.