Six views of the same archive.

How they fit together

Every message on a linked company number is captured once, into an archive that cannot be edited afterwards. The six views are six ways of reading that record. None of them keeps a copy of its own, so they cannot disagree with each other.

Every number in every view is defined, precisely, in the metrics guide. What can interrupt capture, and why the archive is safe when it happens, is published on the reliability page.

Connecting a CRM

A seventh screen, CRM integrations, tells the other six which numbers are customers. Connect HubSpot, Salesforce, Zoho CRM or a spreadsheet, and the queue, the inbox and the coverage board show the customers your CRM knows first, without changing what is captured. Analytics and the Calls page can count customers only, so a rep's numbers are about the people your CRM knows.

How Nora reads

On every plan, Nora, the AI that watches your queue, reads your customers' threads and lists missed replies, overdue promises, customer signals and deals to follow up, each quoting the message it came from, and closes an item on its own once it is handled. It reads, it never replies.

SLAs

Set a reply SLA in working hours and see SLA attainment per rep, with every customer waiting past it in the queue. Deadline rules put an SLA on anything a rep should send, a quote within 24 hours or documents within a day, each with its own on-time rate. SLA tracking is the reply-time view with a promise attached.

Escalations

Escalate an item and the rep whose chat it is hears about it by email and on WhatsApp, from a separate number your workspace pairs for this alone, with your escalation list copied. If nobody answers the customer, the rep is reminded on a schedule you set, inside business hours. Escalations never message a customer and never carry the conversation.

The rep's morning

Every rep is emailed their own chats each morning: the customers waiting on them, longest first, the escalations and findings on their chats, deadlines today, missed calls nobody returned, and yesterday's figures beside their own week. The rep daily brief names customers and numbers, never a message, and never another rep's figures.

Calls

Every WhatsApp call on a linked number is logged too: direction, whether it connected, how long it ran, and the missed calls nobody returned, never the audio. Call tracking is why a rep who answers by phone no longer looks silent in the response numbers.