Helpwise

Additional features

Custom Inbox

Create a custom inbox for your own custom communication channel using Helpwise's APIs. You can create inboxes for Slack, Basecamp, or even your own internal communication tool!

Shared Drafts

Start sharing drafts with your team to receive feedback and collaborate on writing responses together, eliminating the need for screenshots.

Collision Detection

Detects when two people are writing a response to the same thread and alerts both parties, preventing contradictory replies.

Discussions

Initiate chats with your team members right inside Helpwise, eliminating the need for separate third-party communication tools.

Multiple Signatures

Set up and switch between multiple email signatures on the fly while composing emails for different scenarios or brands.

Integrations

Connect with platforms like Slack, Microsoft Teams, and Basecamp to collaborate with external team members on Helpwise conversations.

Automation Rules

Automate mundane and repetitive tasks like assigning, tagging, and closing conversations by setting up workflows.

Service Level Agreements (SLAs)

Ensure fast response times by setting up time-based SLAs that trigger actions when a conversation remains unactioned for a certain period.

Smart Assign

Automatically manages your team's workload by intelligently assigning conversations based on logics like round robin, load balance, and random.

Chatbots

Reduce the burden on your team by setting up chatbots with decision tree logic to automatically handle customer queries.

Saved Replies

Save frequently used responses as templates and use variables to dynamically insert customer information.

CSAT (Customer Satisfaction)

Automate customer feedback collection directly from Helpwise and analyze scores to improve support processes.

Analytics

Gain insights into your support team's performance across inboxes, track individual workload, and monitor key metrics.

Tags

Organize your inbox by creating tags to categorize different types of conversations, with the option for automatic tagging.

File Manager

Manage all shared and received files across inboxes in a single location, with features for searching, filtering, marking important, and bulk downloading.

Forms

Allow customers to submit feedback, collect information for tickets, queries, newsletter subscriptions, and more.

Views

Save and pin specific search filters within your inbox for quick access to frequently needed conversation segments.

Help Centers

Set up knowledge bases to host articles for customer onboarding, internal documents, etc., which can be shared with customers.

Smart Search

Narrow down conversation search results using specific criteria for more efficient information retrieval.

Conversations Logs

Keep track of all actions taken on a conversation within the same thread for better accountability and context.

Custom App

Create custom apps and integrations for internal tools to use them directly within Helpwise.