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Inbox & Ticketing

Every conversation, one queue. AI beside every ticket.

AI chats and tickets share one queue — from your website widget, hosted chat page and help centre, email, WhatsApp, Slack, Telegram, Messenger, Instagram and SMS. AI triages each ticket, surfaces the articles that answer it and drafts cited replies in the composer, while SLAs, merge and split, macros and live collision cues keep the whole team moving.

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  • Tickets and AI chats together, with Mine, Unassigned and Mentions
  • AI triage: intent, sentiment, language and a suggested priority
  • See who is viewing and who is replying, live
Live
MB
MRMaya RiveraLive chatAria is handling
Customer · 14:19

My order is going to my old address. Can you redirect it before it ships?

Aria · AI agent
Good news, Maya — it hasn’t shipped yet, so you can still change it. Open Orders → Edit address before 2 pm today and it leaves for the new address tonight.
Help centre · Address changesPolicy · Shipping cut-off
Workflow ran tag-and-route — logged to the ticket
Customer · 14:22

That’s perfect, thank you!

Reply to Maya, or take over from Aria…

01AI in the inbox

Triaged before you open it.
Answered from what you know.

AI reads a new ticket’s first message for intent, sentiment and language, and suggests a priority — at the press of a button, or automatically when a routing queue depends on it. Beside the thread, the Knowledge tab lists the articles that answer this ticket, ready to link, quote or flag as outdated.

  • Suggested articles found by meaning, not just matching words
  • Copilot in the composer: summaries, cited drafts and field suggestions
  • Nothing fits? Draft a help-centre article from the ticket itself
TicketCopilotKnowledge
AI triageTriage again
Intent
shipping
Sentiment
negative
Language
en
Suggested priority
High

Articles that answer this ticket

  • Changing a delivery address
    Send linkQuote in replyFlag as outdated
  • Shipping cut-off times
  • Courier redirect — desk steps

Nothing fits? Draft a help article from this ticket

02Ticket lifecycle

From first message to solved,
without losing the thread.

Six statuses, from Open to Closed. SLA clocks for first response, next reply and resolution that pause while you wait on the customer. Merge duplicates, split a new issue into its own ticket, link related ones, snooze until a date — and let a macro write the reply and set the fields in one click.

  • Pending and On hold pause the clock; a priority change restates it
  • Merge duplicates, split new issues out, link related tickets
  • Macros: reply text plus status, priority, type, assignee and tags
#2087 · Parcel going to my old addressHigh

Status

OpenPendingOn holdSolvedClosed
SLA · First responseMet · 6 min
SLA · ResolutionPaused while pending
  • Merge into another ticketFold a duplicate into one thread
  • Split into a new ticketThe messages you choose
  • Link a related ticketRelated or duplicate
  • Snooze until…Back in your list on time

Macro · Address change, next steps

Thanks — I’ve asked the courier to redirect it. You’ll get a new tracking link within a day.

Status: Pending+ shippingAssign to me

03Working together

A shared desk
where nobody collides.

Everyone on a ticket sees who else is viewing it and who is typing a reply, as it happens. Internal notes stay internal and an @mention lands in the teammate’s Mentions view. Drafts survive a closed tab, and an edit made on a stale copy is refused instead of overwriting a colleague’s.

  • Live presence and a typing signal on every ticket
  • Internal notes with @mentions and a Mentions view
  • Composer drafts saved per ticket
#2087 · Parcel going to my old addressPNOH

Customer · website chat · 14:19

It’s still showing the old address on tracking. Can someone check?

Internal note · Priya

Omar can you confirm the courier picked up the redirect?

Priya is replying to this customer

Draft: “Hi Maya, quick update on your parcel —”

Draft saved — it will be here when you come back

This ticket was changed by someone else. Nothing was overwritten — the view has been refreshed with the latest.

04Everything in the box

A complete helpdesk.
With AI where it helps.

  • Every channel, one queueWebsite widget, chat page, help centre, email, WhatsApp, Slack, Telegram, Messenger, Instagram and SMS.
  • Unified queueTickets and AI chats in one list, with Mine, Unassigned and Mentions.
  • Saved viewsFilter by status, channel, priority, owner, team or tag — saved for one click.
  • AI triageIntent, sentiment, language and a suggested priority from the first message.
  • Knowledge beside the ticketArticles that answer it — link, quote or flag as outdated.
  • Copilot in the composerThread summaries, cited reply drafts and field suggestions.
  • SLA clocksFirst response, next reply and resolution, on your business hours.
  • Merge, split & linkFold duplicates together, split a new issue out, link related tickets.
  • Macros & canned repliesReply text and field changes, applied together in one click.
  • Notes & mentionsInternal notes the customer never sees; @mentions that reach the teammate.
  • Live collision cuesWho is viewing and who is replying, updated in real time.
  • Snooze & bulk actionsSnooze until a time; update many tickets at once.
  • Email as ticketsCustomer emails become tickets; replies go back by email on the same thread.
  • WhatsApp templatesApproved message templates for reaching customers on WhatsApp.
  • Lifecycle templatesReady-made workflows for repeat tickets, duplicates, after hours, VIPs and an upset customer.

05Straight answers

Questions from teams
moving their desk.

Which channels reach the inbox today?
The chat widget on your website, the hosted chat page (for your app, a QR code or a signature), your help-centre portal, email — customer emails become tickets and your replies go back by email — WhatsApp, Slack, Telegram, Facebook Messenger, Instagram DMs and SMS. Phone calls are not offered yet.
Are AI conversations and tickets kept in separate places?
No. AI chats sit in the same queue as tickets. When the AI agent hands a conversation over, the person picking it up gets the whole thread and an AI briefing, and a chat can be turned into a ticket in one step.
Does AI triage run on every ticket?
Only where it earns its keep: when someone presses Triage, or automatically when one of your routing queues depends on intent, sentiment or language. It suggests a priority; your team, or your rules, decide.
What stops two people answering the same customer?
Everyone on a ticket sees who else is viewing it and who is typing a reply, live. Ticket edits are checked against the version you loaded, so an edit made on a stale copy is refused and the view refreshed, rather than silently overwriting a colleague.
Does the SLA clock keep running while we wait on the customer?
No. Pending and On hold pause it, the clocks follow your business hours, and changing a ticket’s priority restates its deadlines without erasing a breach that already happened.
Can we bring our ticket history over from another helpdesk?
Not yet — there is no ticket-history importer today. You can import customers and companies from CSV, and help-centre articles from HTML, Markdown or PDF files.

Works with the rest of Callario

Routing & SLAsWho gets each ticket, and why.CopilotSummaries and cited drafts in the composer.AI AgentAnswers first; hands over with a briefing.WorkflowsAutomate what happens to a ticket next.
Design-partner programme · now onboarding

Put it in front of
real customers.

We’re onboarding a small group of teams ready to run their support on Callario’s AI — and to tell us where it breaks. Bring your real conversations; we’ll bring the platform and the people who build it.

Get early accessBook a demo
  • No training on your data
  • English and Arabic
  • Human takeover, any time

What design partners get

  • The whole platform, set up with youAI agent, copilot, workflows, inbox and knowledge — configured around your real conversations.
  • A direct line to the buildersTalk to the people who write the code, not a support queue.
  • A say in what ships nextYour feedback shapes the roadmap, week by week.