Use case · Support teams
Every front door. One desk.
Customers ask wherever is closest: Messenger, SMS, email, a Google Chat space. Textent routes every door to one desk, with the full history behind each question.
- HV16:24Helena Vasquez
The tracking link still shows last week
- RT16:01Ryo Tanabe
Invoice PDF comes out blank on our side
- DF15:47Dario Ferrante
Never mind, found it. You folks are quick
The same question, everywhere
One outage, five channels, no single queue.
Answers without history
The customer explains the problem again, per channel.
Quality is invisible
No one can see what was promised across the sprawl.
One queue for all doors
Email, Messenger, SMS, and Google Chat in a single desk view.
History behind every ticket
Each question arrives with everything the customer ever said.
Drafts for routine answers
The common replies write themselves; agents approve and send.
Refunds in the thread
When the fix is money back, it happens in the same conversation.