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Support · Shared inbox

Every channel, one queue.Every customer, one owner.

Email, your chat widget and Slack land in one shared inbox. Tore AI answers first from your help center and shows its source. Your team picks up the rest, and two people never answer the same customer twice.

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app.tore.ai/beacon-data/inbox
Example data

Example: Beacon Data's shared inbox. Conversations arrive in one queue from email, the chat widget and Slack. Tore AI answers Jonah's question about single sign-on from the help center and cites the article. It is not confident about Sana's VAT number question, so it hands the conversation to the team; Lena picks it up and leaves an internal note for Hana. When Tom opens the same conversation, Tore tells him Lena is already replying, so Sana gets one answer. A Slack report from Ava becomes a ticket. Any teammate can take over a conversation the AI is handling with the Take over button.

One place to look.One person on each reply.

Your team stops hunting across tools and stops tripping over each other.

Every conversation has one home

Email, the chat widget and Slack all arrive in the same queue, so nobody checks five places.

the inbox, then the widget, then #support

Nobody answers twice

Live updates show who is replying, so two people never send the same customer two answers.

"oh, I already replied to her"

Talk privately beside the reply

Internal notes and @mentions sit in the thread. Customers never see them.

a side thread in Slack about an email

Bugs reach engineering intact

Turn a conversation into a ticket in one action. Nothing gets retyped.

pasting a customer's email into a ticket

A queue built for a team,with an AI that goes first.

One queue

Every channel, sorted into your slice.

Whatever way a customer writes in, it lands in one shared queue. Each person works the view they care about, and every product gets its own inbox under one login.

  • Email, chat widget and Slack in one queue
  • Saved views, tags and bulk actions, so nobody rebuilds filters
  • One search box across conversations, contacts and articles
  • Many products in one account, with staff scoped per product
inbox · Mine
Example data
BBeacon App Search conversations, contacts, articles
All open 12 Mine 4 Unassigned 2 Billing 3
S
Sana · Harbor & CoInvoices still show our old VAT number
billing
A
Ava · Lumen LabsCSV import skips the header row
import
D
Dev · NorthwindWeekly digest email arrives twice
email
K
Kim · Acme CorpDuplicate invoice for October
billing
2 selectedAssign to LenaTagClose

Two sides of every thread

Private notes, right beside the reply.

Every conversation has a clear owner. Your team can talk about it in the same thread, pull in a teammate with an @mention, and the customer only ever sees the reply.

  • Assignment and ownership on every conversation
  • Internal notes customers never see
  • @mentions notify a teammate without leaving the thread
  • Tore AI drafts and adds context while your agent writes
conversation · Sana
Example data
What Sana sees
Sana · 9:15Our invoices still show the old VAT number.
Lena · 9:21Thanks Sana. It's updated now, and your next invoice will show the new number.
Internal notes
Lena · 9:16@Hana did last week's VAT change reach invoices yet?
Hana notified
Hana · 9:19Fixed the sync just now. Safe to confirm.
Tore AI draft for LenaConfirm the new number shows on the next invoice.

The AI goes first

It answers first, and shows its source.

Tore AI drafts answers from your own help center and cites the article, so your agent can send in one click and the customer can check it. When it isn't confident, it hands over with the whole conversation instead of guessing.

  • Answers from your help center, with the article cited
  • Resolves repeat questions on its own
  • Hands over with the full conversation when it isn't confident
  • Two-way translation, so you can support customers in any language
Tore AI · answers
Example data
Jonah · widgetconfident
JonahIs single sign-on on the Growth plan?
Tore AI
Yes, for every seat. Turn it on under Settings, then Security.
Source:Plans › Single sign-on
Resolved by Tore AI
Sana · emailnot confident
SanaCan you change the VAT number on our past invoices?
Tore AI · handed over
No answer sent. Handed to Lena with the full conversation.

Customer context

The whole customer, beside every reply.

Open a conversation and you see who the person is, which company they belong to and everything they've sent before. When it turns out to be a bug, it becomes a ticket for engineering in one action.

  • Contacts and companies, each with a timeline
  • Turn a conversation into a ticket, nothing retyped
  • Or into a feature request, so nothing customers ask for gets lost
contact · Priya Shah
Example data
Priya ShahHead of Ops
Conversations7
ProductBeacon App
Last seentoday, 9:14
B
Beacon Data12 contacts · 3 open
Timelinenewest first
"Export stops at 1,000 rows"
Asked for a Google Sheets export
Feature request: scheduled exports
Resolved by Tore AI: SSO setup
Converted to TCK-482 · linked to this conversationOpen ticket

You can always step in

Take over at any moment. Correct it once.

Any teammate can take over a conversation Tore AI is handling, even mid-reply. The AI steps back and leaves notes on what it knew. If an answer was wrong, correct it in plain words and it gets it right next time.

  • One click takes over a conversation from the AI
  • Tore AI steps back and leaves notes for whoever picks it up
  • Correct an answer and it learns from the correction
  • Handoff rules decide when, and for whom, a person is offered
conversation · Marco
Example data
MMarco · Beacon APITake overLena has it
Marco · 9:14How do I add a teammate on Beacon API?
Tore AI · drafting
Go to Settings, then Team, and choose Invite.
Lena took over · Tore AI stepped back, draft not sent
Notes from Tore AIAsked about invites on Beacon API. My draft used the Beacon App article, Team › Invite people.
Correct the AI · LenaOn Beacon API, invites live under Admin, then Members, not Team.
Learned. Future Beacon API answers use this.

The queue sorts itself.Your promises get kept.

Rules send each conversation to the right person, targets warn you before a promise slips, and saved replies stop the retyping.

settings · routing
Example data
Rule · Billing questions
When channel is Email and tag is billing
or keyword: invoice, VAT
then assign Billing team, priority High
Conditions: channel, product, tag, priority, keyword
S
Invoices still show our old VAT numberEmail · Harbor & Co
Billing · Lena
K
Duplicate invoice for OctoberEmail · Acme Corp
Billing · Hana
T
Rate limit on the reports endpointWidget · Beacon API
API team · Tom
Tune it Handoff rules: when to offer a person Which model answers the queue Routing and response targets per product All AI controls →
3channels in one queue: email, chat widget and Slack
2sides to every thread: the customer's reply and your team's notes
5routing conditions: channel, product, tag, priority, keyword
1action to turn a conversation into a ticket

Keep exploring.

ProductTore AIThe assistant that answers first, cites its source and hands over when unsure.See how → SupportRouting and response targetsThe right person gets it, and you hear before a promise slips.See how → Capture & fixBug captureWhen a conversation is a bug, the report arrives with its evidence.See how →

Bring every conversationinto one queue.

Point your support address at Tore, drop in the widget and connect Slack. Tore AI answers first, and your team works one queue from then on.

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