Read the enquiry context
Review what the customer asked and the details already collected, so staff can continue with the right information.
Customer conversations for your team
A shared inbox for the customer conversations your team needs to handle.
When a customer needs a person, the team should be able to read the enquiry before replying. Connectail brings supported connected-channel conversations into the workspace, where authorised staff can review the context and continue the discussion. Prepare access and handoff rules before adding live customers.
Chat agents and team assignment are included in WhatsApp + Calls, Connect and Complete. Web is owner-managed. Each channel also needs plan access and a valid connection. Check current pricing and workspace permissions before inviting staff.
Built around the enquiry
Make the handoff useful to both the customer and the team.
Give agents appropriate access
Invite eligible team members and check the workspace access and assignments available in your plan.
Keep judgment with a person
Let staff handle exceptions, custom quotes and questions that need a human decision.
Questions to prepare for
Agree when a person should continue.
A shared inbox works best when staff know which enquiries need their attention and what they should check before replying.
I want to speak to someone.
Information to prepare: The customer's existing conversation and stated requirement.
Your team's next step: Review the request and continue through the supported team reply workflow.
I need a custom package.
Information to prepare: The approved standard offerings and the customer's additional requirements.
Your team's next step: Have an authorised person decide the quote or arrangement.
That answer does not match what I need.
Information to prepare: The question, the answer given and the missing or corrected detail.
Your team's next step: Clarify the enquiry and review the approved business source if it needs an update.
A practical start
Test the team workflow as well as the assistant.
- 01
Connect the right accounts
Authorise the eligible business channels and check that the expected workspace receives their conversations.
- 02
Prepare agent access
Add authorised team members and review the plan's team capabilities and relevant assignments.
- 03
Test a human reply
Send a test enquiry asking for a person. Check that staff can see the context and that their reply reaches the supported conversation.
Before you begin
Clear answers for your team.
Which channels are supported?
The product supports website chat, WhatsApp, Instagram and Facebook Messenger, subject to plan access, account eligibility and authorisation. Test each connected channel's incoming message and team reply.
Does every plan include multiple chat agents?
No. Chat agents and team assignment are included in WhatsApp + Calls, Connect and Complete. Web is owner-managed. Compare the current pricing page and check your workspace access before inviting the team.
Will it merge a person's identities across every channel?
Do not assume automatic identity matching across channels. A WhatsApp number, Instagram account and website visitor are not inherently the same verified person.
Does an agent always get a mobile notification?
Alerts depend on the enabled product settings, browser or device permissions and supported configuration. Test the actual delivery rather than assuming every handoff triggers an alert.
Does the customer need to install an app?
Customers use the connected channel to contact the business. This page describes your team's workspace and does not require a customer to install a new Connectail app.
Review our Privacy Policy and Terms, or contact the team about a product question.
Start with your own business information
Make the next enquiry useful.
Test a response and review the captured context before connecting live customer channels.
Start free trialSee current plans and trial terms