Unified Inbox for Customer Support Teams

The context-switching problem

Agents managing multiple clients traditionally log into separate subdomains or accounts. Missed SLAs happen when escalations sit in a client queue while the agent is active elsewhere.

Separate logins slow response time
No single view of urgent escalations
Hard to staff fairly across clients at peak

One queue for escalations across brands

scope=all conversations surfaces live and queued threads from every membership with tenant labels. Agents claim the next urgent conversation regardless of which client it belongs to.

Parallel threads and agent capacity

Tabbed dashboard supports multiple open conversations. Agents can reply on two+ clients concurrently — true call-center parallel — without disconnecting from other tenant agent rooms.

When to use workspace switcher instead

Deep KB or workflow configuration per client
Client-specific admin or billing tasks
Training new agents on one brand at a time
Single-membership teams — unified inbox not needed

Fit for ecommerce agencies and SaaS BPOs

Each client keeps isolated KB, workflows, and branding. Unified inbox is a view layer for authorized agents — not merged customer data.

Unified inbox vs shared mailbox forwarding

Shared mailbox / email forward

Loses chat context, KB citations, and workflow history.

Zynli unified inbox

Full widget thread, tenant badge, ticketing, and entitlements per client.

AI resolves most issues. Agents handle the rest.

When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.

Low-confidence answers trigger handoff automatically
Agents see chat history, citations, and workflow run logs
Escalations become numbered tickets on your kanban board
Customers track progress via magic-link portal

Visitor

My package arrived damaged. I need a replacement.

AI workflow

Connecting you with an agent — your order details and photos are included.

Human agent

Replacement arranged. Ticket created for tracking.

Frequently asked questions

Can one agent handle multiple clients?

Yes, with identity-level login and memberships on each client workspace. Unified inbox aggregates their authorized queues.

How is data separated between clients?

Strict tenant isolation per workspace. Unified inbox only lists conversations and tickets for memberships the agent holds.

How does billing work for multi-client agents?

Each workspace membership typically consumes a seat on that client's plan. Unified inbox does not change per-tenant billing.

What if clients have different plans?

Per-tab entitlements hide ticketing or forms on threads for clients without those features — agents still handle chat per that tenant's plan.

How do we onboard a new client workspace?

Invite the agent's identity to the new tenant membership. They appear in unified queue once membership is active.

See how Zynli automates your support

Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.

Book a demo Unified inbox docs

All use cases