Inbox, Agent, Desk
Every conversation, one quiet desk.
twix gathers every channel onto one desk. WhatsApp, Messenger, and Instagram are where most people write. They are not the limit. People reply. The agent replies. Nothing sits unseen.
Inbox, Agent, Desk
twix gathers every channel onto one desk. WhatsApp, Messenger, and Instagram are where most people write. They are not the limit. People reply. The agent replies. Nothing sits unseen.
The desk
Messages arrive with the sender’s real name. Agents see the channel, the history, and who owns the thread. The reply goes back on the same channel the customer used.
On the desk
These are the live screens. The queue holds every channel. The thread is where the agent and a person write. Nothing here is a mock.
QueueEvery connected channel, in one list.
What it holds
WhatsApp, Messenger, Instagram, website chat, email, SMS, Telegram, Line, and any channel you connect land in the same list, already named and already open.
An agent writes the first reply in the customer’s language of the moment, then a person can take the thread.
Assignment, notes, and history stay with the conversation, so the next person does not start from zero.
Omnichannel
A customer on WhatsApp, a customer on email, and a customer on the website are the same kind of work. twix keeps them in one list, marked by channel, with the person named and the last line visible. The team does not keep a second app open to find out who wrote.
The reply leaves on the channel it arrived on. WhatsApp stays WhatsApp. Email stays email. The desk is the only place that changes.
Mine, Unassigned, and All sit on one row. A new message joins the list as soon as it arrives, from a business number, a page, an inbox, or the website.
Routine questions are answered in the thread. A person can take the same conversation when the question needs a name, a booking, or a decision.
Assignment, notes, and the full exchange stay with the conversation. The customer does not repeat themselves because the shift changed.
Why it is useful
The point of one desk is that fewer messages sit unseen, and the ones that remain already have a name, a channel, and a reply in progress.
Nobody is asked to move to a different app. They write on the channel they already use, and the answer comes back there.
Whoever is on the desk sees the same list. Ownership is visible, so two people do not answer the same thread and nobody assumes someone else has it.
When the room is empty, the agent still writes the first reply. The thread is warm when a person sits down, instead of a pile of unread names.
Inboxes on the side, conversations in the middle, the open thread beside them. The channel is a label. The work is the conversation.
In the room
twix is the operating desk behind Arcloops conversations: one account, named inboxes, and a reply that does not wait for someone to refresh the page.
Begin
Tell us which numbers and pages should arrive here. We connect them, attach the agent, and leave the team with one place to work.
Start a conversation