brand

inbox_sub

from ·

sample_message

10:42 AM

sample_reply

10:45 AM · You

✨

ai_suggestion

ai_suggestion_text

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1,284 contacts · 86 companies

ContactCompanyTagsLast seenLTV
M

Maria Keller

maria@acme.io

 Acme Corp
VIP Billing
2h ago CHF 12,400
T

Thomas Brunner

thomas@nova.ch

 Nova Health
Technical Trial
1d ago CHF 2,890
S

Sofia Laurent

sofia@blue.io

 Blue Retail
Feedback NPS 9
3d ago CHF 890
J

Jonas Weber

jonas@helix.io

 Helix Labs
Enterprise Sales
5d ago CHF 48,200
E

Elena Vogt

elena@studio.ch

 Studio AG
Partner
1w ago CHF 6,100

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12 active workflows · 4,821 runs this month

Active

Auto-assign by tag

When ticket tagged Priority → assign to Tier 2

Trigger: Tag added

1,240 runs

Active

Welcome sequence

New signup → send onboarding email series

Trigger: User created

892 runs

Active

SLA escalation

No reply in 4h → notify manager + bump priority

Trigger: Time elapsed

156 runs

Active

CSAT follow-up

Ticket resolved → send satisfaction survey after 24h

Trigger: Status changed

2,104 runs

Paused

Churn risk alert

Negative sentiment 2x in 7d → flag account

Trigger: AI sentiment

48 runs

Draft

Invoice reminder

Billing tag + 3 days idle → nudge finance team

Trigger: Custom rule

31 runs

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Configure AI replies, tone, and prompt library

Prompt library

  • Billing clarification

    Explain invoice line items clearly and offer payment plan options.

  • Technical troubleshooting

    Guide user through cache refresh and screen ID verification.

  • Upsell enterprise

    Highlight multi-location features when user mentions scale.

  • Empathetic apology

    Acknowledge frustration, confirm timeline, offer credit if applicable.

Tone settings

How AI drafts should sound to customers

Auto-reply rules

  • Outside business hours

    Send holding message + expected reply time

  • First message in chat

    Greet by name and ask how to help

  • Tag: Priority

    Skip queue — notify on-call agent

  • Sentiment: Angry

    Escalate to human within 60 seconds

  • Language: German

    Reply in German with localized templates

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Support performance metrics

CSAT score

4.8 / 5

+0.3 vs prior

First response

4m 12s

-18% vs prior

Resolution time

2h 34m

-12% vs prior

Ticket volume

1,842

+8% vs prior

Response time trend

JanFebMarAprMayJunJulAugSepOctNovDec

Ticket volume

CSAT breakdown

5 ★72%
4 ★18%
3 ★6%
2 ★3%
1 ★1%

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8 agents · 5 online now

AK online

Alex Kim

Support Lead

12 open

Tickets

98% CSAT

CSAT

SC online

Sarah Chen

Tier 2

8 open

Tickets

96% CSAT

CSAT

MR online

Marco Rossi

Tier 1

15 open

Tickets

94% CSAT

CSAT

EV online

Elena Vogt

Tier 2

6 open

Tickets

97% CSAT

CSAT

JW online

Jonas Weber

Billing

4 open

Tickets

99% CSAT

CSAT

SL away

Sofia Laurent

Tier 1

0 open

Tickets

95% CSAT

CSAT

TB offline

Thomas B.

Tier 1

—

Tickets

92% CSAT

CSAT

MK busy

Maria K.

Enterprise

3 open

Tickets

100% CSAT

CSAT

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Channels, hours, and integrations

Channels

Where customers reach you

  • 💬

    Live chat

    Embedded widget on app.polytidis.com

    Connected
  • ✉️

    Email

    support@acme.io

    Connected
  • 📱

    WhatsApp

    +41 44 000 00 00

    Connected
  • 📷

    Instagram DM

    @acme_support

    Pending
  • 💼

    Slack

    #support-escalations

    Connected

Business hours

Europe/Zurich · Mon–Fri 09:00–18:00

Monday 09:00 – 18:00
Tuesday 09:00 – 18:00
Wednesday 09:00 – 18:00
Thursday 09:00 – 18:00
Friday 09:00 – 18:00
Saturday Closed
Sunday Closed

Integrations

Stripe

Billing & refunds

HubSpot

CRM sync

Slack

Team alerts

Zapier

Custom automations

Jira

Bug escalation

Segment

Analytics