Unified workspace

One workspace for every support conversation.

Email, live chat, WhatsApp, Instagram, Facebook messages, and web chat become one operating surface with ownership, tags, summaries, drafts, handoff, and ticket status.

IntakeClassifyAssignAssist

One inbox

all channels in one view

unified workspace

Replofy command center

7 channels live

Intake rail

SLA 38m

Order #10482 delayed

Web chat

new

Can I exchange this item?

human

Missing item photo received

Instagram

social

Public comment moved to DM

Conversation REP-1842

Customer11:32

Order #10482 still shows processing. Can you confirm the shipping date?

Aura summarysource grounded

Customer asks for fulfillment status after the expected ship date passed.

Operator noteSara M.

Order context loaded. Refund action remains disabled.

Aura + control

Confidence

88%

shipping FAQ + order event

Source trace

Fulfillment SOP v3.1

2 cited sections

Suggested action

Reply with ETA and watch order

pending

operator approval

Audit

Draft created at 11:34

not sent

Solutions overview

Chat Inbox

Email, live chat, WhatsApp, Instagram, Facebook messages, and web chat become one operating surface with ownership, tags, summaries, drafts, handoff, and ticket status.

How it works

all channels in one view

Intake

Messages from email, web chat, WhatsApp, Instagram, and Facebook enter one timeline.

Classify

Intent, sentiment, priority, channel, and customer state become routing signals.

Assign

Tickets receive owner, team, tag, status, and response-time visibility.

Assist

Aura prepares summaries, drafts, sources, and next actions beside the thread.

Problem Replofy solves

Multi-channel support breaks when every channel becomes its own queue.

The inbox gives operators one place to understand, assign, draft, resolve, and escalate customer conversations.

Problem 01

Lost ownership

Agents cannot tell who owns a conversation when email, chat, and social messages live apart.

Problem 02

Missing customer context

Support slows down when operators must search CRM, order tools, and old messages manually.

Problem 03

Weak handoff

Escalation fails when intent, source, sentiment, and attempted steps are not packaged together.

Inbox lifecycle

Every message moves through an explicit state.

Channel

Intake

Messages from email, web chat, WhatsApp, Instagram, and Facebook enter one timeline.

Triage

Classify

Intent, sentiment, priority, channel, and customer state become routing signals.

Operations

Assign

Tickets receive owner, team, tag, status, and response-time visibility.

Assist

Aura prepares summaries, drafts, sources, and next actions beside the thread.

Control

Resolve or hand off

Operators close, approve, escalate, or route the conversation with context attached.

Workspace context

What operators see before replying.

Surface

Context

Control

Surface

Conversation

Context

Full thread across channel history

Control

Reply, internal note, handoff

Surface

Customer panel

Context

Profile, previous tickets, order or CRM context

Control

Assign owner and priority

Surface

Aura panel

Context

Summary, draft, source, confidence

Control

Approve, edit, reject

Surface

Aging view

Context

Aging, sentiment, VIP or risk state

Control

Escalate or reroute

Inbox signals

Measure the flow, not just ticket volume.

Owner

clear responsibility

Every conversation can carry an owner, team, and current state.

Aging

priority timing

Priority and aging signals surface before tickets disappear into backlog.

Draft

source-backed help

Operators can reply faster while keeping final control.

See what to read next.

Solutions

Aura

Aura resolves routine cases only when source, confidence, policy, and ticket status line up. Operators can inspect the reason, approve the action, or take over.

Solutions

Ecommerce Support

Replofy connects commerce context to support conversations so order status, refund, exchange, billing, and shipping requests move through answers from approved sources, with humans approving sensitive actions.

Solutions

Widgets

Replofy widgets capture support and sales intent from your site, collect useful context, route the conversation, and escalate when Aura should not answer alone.

See inbox flow

Stop splitting support across channel tabs.

Bring every conversation into one queue where operators, Aura, and managers share the same state.

Book a demo