Support teams
A support team's problem is rarely the messages; it is who answers which, how quickly, and how anybody knows afterwards. This is the set-up for that.
What a support team puts together
One queue, every channel
Email, website chat and WhatsApp in a single list with statuses and priorities, so nothing is worked on twice and nothing is missed because it arrived somewhere else.
Assignment that respects the rota
Round robin or fair distribution with a limit and a window, routing to teams, availability states and per-inbox business hours with an out-of-office message.
Ask the customer how it went
A satisfaction survey on resolution, reported by agent, team and inbox, and exportable.
Numbers a manager can act on
Volume, first response and resolution times across the date range and breakdown you choose, in your own timezone.
Worth knowing
Conversation-level SLA timers are not part of this product. The SLA engine in Lynomia applies to support tickets you raise with us, not to your own conversations, and per-agent capacity limits do not exist here either.