Every conversation, one inbox. Stop switching between tabs. Bird's unified inbox brings every customer conversation — email, chat, WhatsApp, SMS, social — into a single workspace for your team.
Every channel, one workspace — zero context switching
Support teams waste hours switching between email clients, chat tools, social media dashboards, and messaging apps. Bird's unified inbox brings every conversation into a single workspace with shared customer context, so agents respond faster and customers never have to repeat themselves.
Multi-channel inbox. Email, live chat, WhatsApp, SMS, Instagram, and Facebook Messenger in one view. New conversations are automatically routed to the right team based on channel, topic, and customer tier — no manual sorting required.
AI triage. AI reads incoming messages, classifies intent, assigns priority, and suggests responses before an agent even opens the conversation. High-priority issues surface immediately, while routine questions get AI-suggested replies that agents can send with one click.
Customer context. Full customer profile — purchase history, previous conversations, segment membership, lifetime value, and account status — displayed alongside every message. Agents understand who they're talking to and what the customer has experienced before typing a word.
Collaboration tools that keep your team fast
Great support isn't just about speed — it's about coordination. Bird's inbox includes collaboration features that keep your team aligned, templated responses that ensure consistency, and SLA tracking that prevents any conversation from falling through the cracks.
Team collaboration. Internal notes, @mentions, and shared views keep your team aligned without switching tools. Loop in specialists, leave context for the next shift, and coordinate on complex issues — all within the same conversation thread the customer sees.
Canned responses. Save and share templated replies with dynamic variable insertion for customer names, order numbers, and account details. Agents respond in seconds with consistent, accurate messaging that still feels personal.
SLA tracking. Set response and resolution time targets by priority, customer tier, and issue type. Automatic escalation alerts fire when SLAs are at risk, and real-time dashboards show compliance rates across your entire team.
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Bird's AI analyzes the content, tone, and context of each incoming message to classify intent (e.g., billing question, technical issue, feature request), assign priority based on urgency and customer value, and suggest the most relevant response. The system learns from your agents' corrections and improves accuracy over time.
Yes. Bird supports routing rules based on channel, topic, customer tier, language, agent skills, and team capacity. You can configure round-robin, skills-based, or load-balanced routing — or any combination. VIP customers can be automatically routed to senior agents.
Yes. Agents receive real-time notifications for new conversations, replies, @mentions, and SLA warnings. Notifications can be configured by channel, priority, and assignment — so agents stay responsive without being overwhelmed by alerts for every message.
Yes. Bird's agent analytics track response times, resolution rates, CSAT scores, conversations handled, and first-contact resolution rates for each agent. Managers can identify coaching opportunities, recognize top performers, and ensure consistent service quality across the team.