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Modules/Customer contact/Inbox

Every customer question.
One screen.

Email, live chat, WhatsApp, Instagram, Messenger and telephony arrive in one inbox, with the customer's order history automatically alongside. No tabs, no "let me look that up".
See pricing

Part of every plan · replaces Trengo, Zendesk and separate WhatsApp tools, among others

The Neura inbox with conversations from every channel in one list, a chat with a return case, a Copilot draft reply and customer context alongside.
What's included

Built for webshops, not for call centres.

All channels, one queue

Email, live chat, WhatsApp Business, Instagram, Messenger and telephony in one conversation overview. Assign, snooze, done.
  1. Filter by chat, email, WhatsApp, Messenger or phone
  2. Each row shows the channel and assigned colleague
  3. Done? Resolve the conversation in one click
Conversation list mixing chat, email, WhatsApp, Messenger, Instagram and phone, with a channel filter on the left and an assigned colleague per conversation.

Customer context alongside

Orders, returns, warranty, earlier conversations and customer value sit automatically next to every conversation. Zero looking things up.
  1. The return case sits above the conversation
  2. Orders tab: orders and total customer value
  3. Earlier conversations per channel as a timeline
A conversation with a return case above it and, on the right, the contact panel with the customer's conversation timeline across email, WhatsApp and chat.

Neura AI suggests replies

Draft replies based on your own knowledge base and instructions. You approve, Neura types.
  1. Pick an approach: decline, goodwill, ask for info
  2. Copilot drafts a reply based on the conversation
  3. Drop the draft into your reply and send
The message composer with Copilot open: three approaches, a draft reply and the Use as reply button.

Live visitors

See who's on your shop right now, on which page and with what in their cart. Start a chat proactively when someone stalls at checkout.
  1. Live map with visitors per country
  2. Page, cart and visit history per visitor
  3. Send a proactive chat message
Live visitors: a list of active visitors by city and page, a world map with visitors per country and an opened visitor with their cart.

Reporting per channel

Response time, resolution time and conversation volume per channel, plus the share of questions the AI handled on its own.
  1. Median first response and resolution time
  2. Share of chats the AI resolved on its own
  3. Conversation volume per day, stacked by channel
The inbox dashboard with conversations, share resolved by AI, first response time, satisfaction and conversations per day per channel.

Quick replies & translation

Quick replies for questions that keep coming back, and automatic translation of messages in another language.
  1. Customer message automatically translated into Dutch
  2. Your reply goes out in the customer's language
  3. Quick replies for questions that keep coming back
A German-language WhatsApp conversation with automatic translation into Dutch and the Quick replies menu open above the composer.
app.neuramerce.com/modules/inboxYour dashboard
Conversation list mixing chat, email, WhatsApp, Messenger, Instagram and phone, with a channel filter on the left and an assigned colleague per conversation.
A conversation with a return case above it and, on the right, the contact panel with the customer's conversation timeline across email, WhatsApp and chat.
The message composer with Copilot open: three approaches, a draft reply and the Use as reply button.
Live visitors: a list of active visitors by city and page, a world map with visitors per country and an opened visitor with their cart.
The inbox dashboard with conversations, share resolved by AI, first response time, satisfaction and conversations per day per channel.
A German-language WhatsApp conversation with automatic translation into Dutch and the Quick replies menu open above the composer.
Your way of working

A calm screen. In your colours.

Collapse the customer panel

Collapse the customer panel and the conversation gets the full width. The icons for contact, orders and notes stay put: one click and the panel is back. The inbox remembers your choice.
  1. Icons stay, one click reopens the panel
  2. Return case at the top of the conversation
  3. More room for the AI draft
Inbox with the customer panel collapsed to a narrow icon rail, so the conversation gets the full width

Chocolate

Next to the default Blueberry theme there is Chocolate: warm, dark brown tones across the whole dashboard. You pick the theme in your account menu at the top right.
  1. Pick a theme in your account menu
  2. Warm dark brown tones across the dashboard
  3. Customer panel open with timeline
Inbox in the Chocolate theme with a dark brown background and the customer panel open

Vanilla

Prefer light? Vanilla puts the dashboard on a warm off-white background, with exactly the same layout. Switch at any moment and you see it right away.
  1. Switch at any moment
  2. Light theme, same layout
  3. Active menu item in deep purple
Inbox in the light Vanilla theme with an off-white background and the customer panel open
app.neuramerce.com/modules/inboxYour dashboard
Inbox with the customer panel collapsed to a narrow icon rail, so the conversation gets the full width
Inbox in the Chocolate theme with a dark brown background and the customer panel open
Inbox in the light Vanilla theme with an off-white background and the customer panel open

Stronger because the rest is watching along.

Standalone helpdesk tools only see the conversation. The Neuramerce Inbox sees your whole business — that's the difference between answering and solving.
  • Inventory lives in the chatbot: "Is it in stock?" gets answered on its own, with the current stock status.
  • Return and warranty cases open straight from the conversation, with status, costs and timeline alongside.
  • Neura AI collects the questions the chatbot couldn't answer, so you can add them to your knowledge base in one click.

Want to see how it works with your shop?

In 20 minutes we'll show you the Inbox with your own channels as the example.
See pricing
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