Inbox & cases
One number. One queue.
Messages is the shared conversation list on your service number. Cases turn inbound into work the desk can claim, note, and close — not a blast log with an assign sticker.
Messages
Shared inbox on the company 04
The team sees the same threads on the number the company owns. Live updates keep the open tab current; history stays when staff change.
- Conversation list across the service number the company owns
- Live updates over SSE while the portal tab is open
- Search across conversations and messages
- Drafts, signatures, mark-read
- Thread summarise when a BE AI agent is enabled on that number
- History stays with the company, not a staff phone
Cases
Queue-first work
A case is who owns the thread, when they took it, and why it ended. The conversation stays the messages; the queue is the work.
- Views: open / unassigned / mine / closed
- Replying to an unassigned case takes it (human portal reply — AI and campaigns do not claim)
- Internal notes on the thread
- Close outcomes: resolved, no reply needed, wrong number, spam
- Stats: time-to-close and outcomes on the cases page
- Auto-open is per-number and defaults off; you can still open a case from any message
How “team assign” works
Say cases, not Slack buttons
Ownership is the queue. An unassigned case sits where the desk can see it; the first human reply claims it. You can also assign or unassign from the cases UI. That is the team model in this product — not a chat app overlay on a sent log.