Live inbox
Agree team ownership, routing rules and escalation points. Make conversation context available to the person who needs to take the next action.
Customer engagement
Shared Inbox & Support Automation
Set up live inbox, team assignment, labels, canned replies, AI replies, and human handoff.
TECHLITHICOur product ecosystem
SCOPE & DELIVERABLES
What shared inbox & support automation can include.
A scoped engagement connects the specific work below to your current systems and business priority.
Team assignment
Agree team ownership, routing rules and escalation points. Make conversation context available to the person who needs to take the next action.
Labels
Define the requirements for labels within shared inbox & support automation. Agree the source information, operating owner, review criteria and the connection to the wider delivery scope.
Canned replies
Define the requirements for canned replies within shared inbox & support automation. Agree the source information, operating owner, review criteria and the connection to the wider delivery scope.
AI replies
Define the requirements for ai replies within shared inbox & support automation. Agree the source information, operating owner, review criteria and the connection to the wider delivery scope.
And human handoff
Agree team ownership, routing rules and escalation points. Make conversation context available to the person who needs to take the next action.
THE OPPORTUNITY
Design the journey beyond the message.
Disconnected channels make customers repeat themselves and leave teams chasing context. A useful engagement system brings customer intent, message timing, ownership and follow-up together.
YOUR FOCUS
Set up live inbox, team assignment, labels, canned replies, AI replies, and human handoff.
BUSINESS CONTEXT
Where this work
fits into the bigger picture.
Capture and qualify
Collect the right details at the point of enquiry, identify intent and route the conversation.
Support and handoff
Use a shared inbox with ownership, response guidance and a path to a person.
Commerce and retention
Connect relevant reminders, order communication and ongoing engagement with customer preferences.
GETTING STARTED
Bring the context.
We’ll shape the next step.
Set up live inbox, team assignment, labels, canned replies, AI replies, and human handoff. Meet customers where they already are. With Sendwo and connected workflows, your marketing, sales and support teams can work from a shared view of the customer.
- The customer journey and messaging channels involved
- Existing account, inbox and CRM configuration
- Approved messages, consent process and team ownership
HOW TO JUDGE PROGRESS
Agree the signals
before the work begins.
01
Qualified replies and completed next steps
02
Handoff quality and unresolved conversations
03
Conversion events alongside opt-outs
The exact measures, targets and review cadence are agreed for your engagement.
QUESTIONS BEFORE YOU BEGIN
A clearer brief.
A better engagement.
What will we receive?
live inbox, team assignment, labels, canned replies, AI replies, and human handoff. We confirm the delivery format, boundaries and acceptance criteria in the agreed project scope.
Can this connect with our CRM or store?
We review available APIs, supported integrations, fields and event triggers before agreeing the connection. The goal is to preserve useful customer context between the channel and your operating systems.
Will every conversation be automated?
No. Automation works best for defined journeys. The design includes a route to a person for complex requests, exceptions and customers who need direct support.
How are timeline and pricing decided?
We review the requirements, integrations, source materials and decision process before proposing a timeline and commercial scope. Platform subscriptions or third-party costs are discussed separately.
RELATED EXPERTISE
Connect the next part of your system.
01
Omnichannel Customer Engagement Setup
Set up customer engagement across WhatsApp, Instagram, Messenger, Telegram, and website chat.
02WhatsApp Business API Implementation
Handle Meta Business verification, WhatsApp API setup, number connection, templates, and inbox setup.
03WhatsApp Marketing Automation
Build broadcast, drip, segmentation, template, and scheduled WhatsApp marketing campaigns.
YOUR NEXT CHAPTER STARTS HERE