Features

Unified Inbox: every conversation in one place

Unified Inbox Every channel lands in Conversations, and a customer is always one continuous thread — switching from web chat to SMS does not fork the history. Daily workflow 1. Pick a filter: Mine, Unassigned or All 2. Open a conversation and reply with Send (Ctrl+Enter) 3. Use Private Note for internal context 4. Assign, label or reprioritise from the header 5. Press Resolve when finished More Actions The "…" menu offers Block Customer, Send Transcript, Request a review and (on payments-enabled plans) Request payment. Automation handoff New inbound messages create intents that feed Journeys, AI Employees and the Next-Best-Action queue.

Automation, Journeys and Next-Best-Actions

Automation VoxelEon runs the lifecycle for you: new lead → AI responds → follow up → appointment → confirmation → completed → review request. Journeys Journeys are account-level definitions a customer moves through. When a conversation creates an intent, active Journeys and eligible AI Employees run automatically. Next-Best-Actions Command Center → Overview shows the single best action to take now: - Execute — runs through the governed API - Dismiss — removes it from the queue Outcomes Record outcomes (for example sale achieved) to complete the loop — outcomes also trigger automatic review requests.

Reviews and reputation management

Reviews and reputation Request a review VoxelEon can ask for a review automatically when an Outcome is recorded as achieved, or manually from any conversation (More Actions → Request a review). Requests go over SMS or email. Each contact can receive one request per 90 days; failed sends do not count. Google Business Profile Command Center → Reviews → Platform connections → Connect Google. Reviews sync hourly. AI replies AI drafts a reply for each review. Drafts always land in Reply approvals — nothing is posted until a human approves it.

Payments and text-to-pay

Payments Send a payment link in any conversation and get paid. Money settles through Stripe Connect Express straight to your bank. One-time setup 1. Command Center → Payments → Connect setup → Start onboarding 2. Complete Stripe's hosted KYC form 3. Wait for status complete before sending links Sending a payment Open a conversation → More Actions → Request payment, enter amount, currency and a description. A Stripe-hosted link is sent to the customer and the conversation shows a live-updating payment card (sent → paid → refunded). Refunds Administrators can refund from Command Center → Payments. Disputes are surfaced from Stripe webhooks for visibility. Payments are available on the Growth, Business and Enterprise plans.

Campaigns and missed-call text-back

Campaigns Send bulk SMS or WhatsApp to a labelled audience. 1. Label your contacts in the inbox 2. Campaigns → New campaign — pick the channel and audience label 3. Track per-recipient status: queued → sent → delivered → read / failed / skipped Monthly send limits: Starter 500, Growth 5,000, Business 25,000, Enterprise unlimited. STOP/START keywords are handled automatically and honoured everywhere, including missed-call text-back. Missed-call text-back When an inbound call to your business number goes unanswered, VoxelEon texts the caller back and opens a conversation. - Set the voice forwarding number, message template and suppression window (default 30 minutes) per inbox in Command Center → Missed Calls → Settings. - Callers who opted out are suppressed automatically. - Available on Growth and above.

Customer 360 timeline

Customer 360 Open Command Center → Customers and select a customer to see: - Identity — contact details, channels used and labels - History — a reverse-chronological timeline across every channel - Decisions — every AI proposal and policy verdict for this customer - Outcomes — recorded business results Customer 360 is built automatically as your team and the AI work; there is nothing to configure.