Answer customers where they already message, and know which questions are still open.
Members text to freeze an account, ask about a class, or complain that a charge looks wrong. inChat is being built so those conversations land in a shared queue with statuses, owners and notes, next to everything the customer has said before.
inChat is in early access. Features shown are in development.
Support on messaging needs structure, not just a phone
Many small businesses answer support questions from a front-desk phone or a shared WhatsApp login. It works until volume grows: two people answer the same message, nobody knows which questions are resolved, and a billing problem waits three days because it was “someone else’s.”
- 01
No queue, no status
Every message looks the same on a phone. There’s no way to tell open from resolved, or “waiting on us” from “waiting on the customer.”
- 02
Handoffs happen by screenshot
A front-desk employee can’t answer a billing question, so they forward a screenshot to the manager. The customer waits, and nobody tracks whether it was answered.
- 03
Support can’t see the sales history
The customer says, “I was told the first month was prorated.” Support has no way to see what sales actually said, so they guess or ask the customer to repeat it.
A simple support process on messaging
This is how a small team can run support in inChat without a separate helpdesk. It’s built for a handful of people answering conversations, not for large ticketing operations.
Questions land in a support view
Messages from existing customers land in a shared inbox. A view filters to unassigned and open conversations so the person on shift knows where to start.
Claim and set a status
The person who picks up a conversation claims it. Statuses like Open, Waiting on customer and Resolved show at a glance where each question stands.
Hand off with an internal note
If someone else needs to answer, reassign the conversation and add an internal note with what you know. The customer sees one continuous thread; the team sees the context.
Check the history before answering
The contact’s timeline shows earlier conversations, including the sales thread, so support can see what was promised before replying.
Resolve and review
Mark the conversation resolved when it’s done. If the customer writes again, it reopens. Once a week, review response times and volume by channel (analytics, in development).
A billing question at a boutique fitness studio. The front desk handed off a billing question with context, the right person answered before the promised time, and the status shows it’s done.
The parts of inChat that matter here.
Statuses and views
Open, waiting and resolved statuses with saved views for each queue.
See conversation managementInternal notes and @mentions
Hand off with context the customer doesn’t see.
See team collaborationFull customer history
Sales and support conversations on one timeline per customer.
See customer historySupport reporting
First response time and volume by channel (analytics, in development).
Explore analytics- inChat is a CRM built around conversations, not a full helpdesk or ticketing suite. There’s no knowledge base, customer portal, email ticketing or formal SLA contracts.
- Email and live chat aren’t supported. Both are under consideration and neither is scheduled. If most of your support arrives by email, a helpdesk is likely a better fit.
- Inbox, statuses, assignment and notes are in development as launch scope. Analytics and workflow automation are in development.
- Healthcare and wellness teams: inChat is not currently offered for protected health information (PHI).
Customer support: your questions.
What inChat is designed to do for customer support, and what’s still being decided.
Ask us something elseNo. It’s a CRM built around conversations, with the queue, status and handoff basics a small team needs for support on messaging. Larger support teams with email ticketing, knowledge bases or formal SLAs need a dedicated helpdesk.
Yes, that’s the intended setup for small teams. Views and assignment keep sales leads and support questions apart, while both share one customer history.
No. The AI assistant (in development) can summarize a long thread or draft a reply for a person to review and send. It doesn’t reply to customers on its own.
WhatsApp and SMS are launch channels in development. Instagram DMs are planned next after launch. Facebook Messenger and Telegram are planned; email and live chat are under consideration.
Response timers on conversations are launch scope; reports on response time and volume by channel are part of analytics, in development.
inChat is pre-launch. Request early access; pricing isn’t published yet.
Other ways teams use inChat.
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