Service and bookings
The support mailbox, the customer portal, website chat, WhatsApp, Viber and Messenger arrive in one queue, with promised response times. Bookings use the same contacts and calendar.
A number, a priority, an assignee and two promised times, fixed when the ticket opens. A broken promise is told to the assignee once; one mail thread is one live ticket however fast replies arrive. Customers see their own tickets in a portal, without the internal notes.
Incoming tickets, leads or deals go round-robin or to whoever has the fewest open, only to people who still work here and are not on leave. If you pick a satisfaction survey, a resolved ticket sends it to the customer and the score lands on the ticket.
As conversations tied to the contact. "Sent" means the platform accepted it, the reply box shows the 24-hour window before you type, and with two-way SMS a STOP reply opts out. Requests match the platforms' documentation; they have not yet run against a live account.
The chatbot answers only from the public knowledge base and the shop's products, and hands over to a colleague when it does not know, when the visitor asks for a person, or about their own order. Unanswered questions are listed as knowledge gaps.
A page per service, opening hours, closures, rooms and equipment, a deposit or full price at booking, courses (eight Tuesdays), a waiting list and intake questions. Two people cannot take the same hour: the database says so, not a screen.
Internal and public articles, also drawn from the website's pages and FAQs. The audience is decided in SQL: the chatbot is never handed an internal article.
The same thing step by step, in the help centre.
You mark a company mailbox as support, and every message joins its thread's live ticket or opens one. A [T-00042] in the subject joins that ticket only from its requester.
The core CRM is free for good, with no card; you can try every paid module for 14 days. If it doesn't suit you, export everything and leave: the data stays yours.