Support inbox and live chat

Quackback now includes a live messenger in the widget and a shared Support inbox where your team handles conversations and tickets together.

Support inbox

• Conversations and tickets in one list, with a shared thread view, details panel, views and filters
• Reply, add internal notes, assign to a teammate or team, snooze and close from the keyboard
• Snooze with plain-language times such as "tomorrow morning"
• Command bar, with M for macros and N to jump to notes
• Bulk tagging, status changes and macro replies across many conversations
• Relevance-ranked search with matching words shown in context
• Markdown transcript export for any conversation or ticket

Spam, contacts and attributes

• Spam view with restore, trusted senders and an optional AI spam check
• Add a second customer to a conversation so both receive every reply
• Custom conversation attributes and tags, with optional AI detection of attribute values
• Block contacts who misuse the messenger

Messenger

• Messages tab in the widget, so customers chat without leaving your app
• Unread badges on the Messages tab and the launcher
• Proactive greeting bubble for visitors
• Customers told when the team is back, based on your office hours
• Slack alerts for new support conversations and visitor messages

Improvements

• "Created by me" view, with the assignee shown on every row
• Redesigned link preview cards and an image viewer with zoom
• Mentioning a teammate in a note emails them
• Separate webhook events for satisfaction ratings and rating comments

Availability: Turn on Support in Settings > General, then open Support in the admin rail. The messenger is in Settings > Support > Channels > Messenger, macros in Settings > Support > Macros, and attributes and tags in Settings > Data > Conversations.