Guides, FAQs and best practices for every SyntrixOne feature.
Manage every customer conversation in one place.
Threaded conversations across channels.
The Inbox at /dashboard/inbox brings every conversation into a single threaded view. Live chat, email and the customer portal are live today.
Each conversation shows the visitor profile, recent messages, suggested AI replies and the option to add internal notes only your team can see.
Open, snoozed, closed and reopened.
Open: needs attention. Snoozed: will resurface at a chosen time. Closed: resolved. A new message from the customer automatically reopens a closed conversation.
Filter by status from the inbox header.
Pass conversations between teammates.
Open a conversation and click the assignee dropdown. Pick a teammate. They receive an in-app notification.
Owners and admins can re-assign any conversation; agents can only assign to themselves or to other agents.
Track issues that need engineering work.
Inside a conversation, click "Create ticket". Choose priority, assignee and link the conversation. The ticket appears in /dashboard/tickets and stays connected to the conversation timeline.
One-click drafts grounded in your KB.
Inside any conversation, click "Suggest reply". The AI drafts a response using your knowledge-base articles, recent context and your tone.
You can edit before sending. The AI never sends on your behalf without your click.
Private comments your team sees.
In a conversation, switch from "Reply" to "Note". Notes are visible only to your team — the customer never sees them.
Use @-mentions to ping a teammate; they get an in-app notification.
CRM context inside every conversation.
The right panel shows the linked contact, company, deals and activity timeline. Click any field to jump to the full CRM record.
New visitors are auto-promoted to contacts the first time they share an email.
Our team replies to support tickets within one business day.
