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Spec 02 / Feature index

The full parts list for a very well-trained inbox.

Six capabilities, three promises about your data, and a short list of tools it already shakes hands with. Each one shown on the screen where it lives.

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F-01 / Unified inbox

Four channels walk in. One queue sits them down.

Email, live chat, social DMs and SMS share one list, one set of filters and one assignee menu. Select a handful, tag or reassign them in a single click, and Undo is right there if your finger got ahead of your brain.

  • BenefitNobody asks which tab the DM is hiding in.
  • WorkflowTriage in the morning by channel, then switch to one running list.
  • Bulk editsAssign, tag or close any selection at once.
Fig. 01 · All open, 142 tickets
Fig. 02 · Suggestions beside the cursor

F-02 / Suggested replies

The answer arrives before you finish reading the question.

Fetch searches your help center and your own past replies, then ranks the matches next to the draft. Accept with Tab, edit like normal, send. It suggests; you stay the author.

  • BenefitNew hires answer like they’ve been here for years.
  • SourcesHelp-center articles and past tickets, each labelled with a match score.
  • Shortcut⌘J opens the suggestion list from anywhere in a reply.

F-03 / Help center + gap report

A knowledge base that keeps a list of what it doesn’t know.

Every search that returns nothing is logged, grouped and ranked by how often it happened. Monday you open the report and write the three articles customers actually asked for.

  • BenefitFewer repeat tickets, because the missing article finally exists.
  • WorkflowFlag a gap, start a draft, link it back to the tickets that asked.
  • RangeRolling 28 days, weekends shown honestly as dips.
Fig. 03 · Searches with no answer
Fig. 04 · A rule, in plain English

F-04 / Rules + SLA timers

Rules that read like sentences, and timers that nag on your behalf.

Route by channel or keyword, tag by topic, notify a leads channel the minute an urgent ticket goes quiet. Set first-reply targets per priority, and the clock shows up on every row.

  • BenefitSlow tickets get noticed at minute 30, not at day 3.
  • PreviewEach rule shows how many tickets it would have matched this week.
  • PlansSLA timers and rules start on Retriever.

F-05 / Customer timeline

Every chat, email, DM and order, in one scroll.

Open a customer and the whole relationship reads top to bottom, newest first. Orders sit between conversations, so you can see that the refund was promised before you promise it again.

  • Benefit“Let me check and get back to you” becomes a rare sentence.
  • WorkflowOpen from any ticket; add a note without leaving the drawer.
  • SyncOrder history refreshes every few minutes and says when.
Fig. 05 · Greta, in date order
Fig. 06 · ⌘K from anywhere

F-06 / Command palette + macros

Hands stay on the keyboard. Mouse stays in its bed.

⌘K finds tickets, customers, articles and macros in one box. A macro sends the reply, sets the status and adds the tag in a single keystroke, and shows how often your team actually uses it.

  • BenefitRepeat questions take seconds, and the tagging is never forgotten.
  • HousekeepingUsage counts show which macros to retire.
  • ShortcutsEvery action lists its key combo right in the menu.

Spec 07 / A Tuesday

How the pieces fit into an ordinary Tuesday

  1. Triage

    Filter to Urgent, clear the overnight SMS and DMs from the same queue as email.

  2. Reply

    Suggestions appear beside the draft. Tab, tweak, send.

  3. Escalate

    A rule hands any urgent ticket silent for 30 minutes to Maya and pings the leads channel.

  4. Learn

    The gap report adds one more missing article to tomorrow’s writing list.

S-01 / Under the hood

Security, integrations and uptime, plainly stated

The unglamorous parts, written down so your IT person doesn’t have to guess.

S-01 / Security

Locked down by default

Customer messages are encrypted in transit and at rest. Roles decide who can see, reply to or export what.

  • Custom roles and permissions on Kennel
  • SSO and audit logs on Kennel
  • Every export is recorded in the log, with who and when

S-02 / Integrations

Shakes hands with your stack

Connect billing, CRM, docs and automation tools. Anything else can talk to the API with webhooks and plain JSON.

XeroZapierNotionMakeHubSpotSegment

S-03 / Reliability

Up when the queue is

Channels sync continuously and every screen tells you when it last did, so a quiet inbox means a quiet inbox, not a stalled one.

S-04 / Fit

Built for small teams, not for a procurement department

No module add-ons, no admin console you need a certificate to operate. Pick Fido, Retriever or Kennel and the features above come with the plan.

  • Fido: shared inbox, email and chat, 50 articles
  • Retriever: social, suggestions, SLA timers, rules
  • Kennel: roles, SSO, analytics, success manager

Spec 99 / Next step

Found the features you like? Fetch the plan.

Fido, Retriever and Kennel, with prices in plain numbers and a button on each.

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