⇄
Assignment and routing
Assign to a person or a team by hand, or let round-robin rules do it the moment a message arrives. Rules read the number, the channel, the label and the text, so a billing question never sits quietly in the sales queue.
Shared inbox
Ten people, one number,
nobody stepping on anybody.
A WhatsApp number on a single phone is a single-player tool. These are the parts that turn it into a queue a team can work without two agents answering the same customer twice.
▤
Saved views and labels
Filter by number, assignee, status, label or channel, then save that filter as a view the whole team can open. The conversation list stays quick however far back you scroll, so page forty loads as quickly as page one.
◈
Internal notes with @mentions
Leave a note on a thread and @mention the colleague who knows the answer. Notes stay inside the workspace and are never delivered to the customer, so the handover happens where the context already is.
✦
Macros and bulk actions
Canned replies for the answer you type twenty times a week, inserted with the thread's details already filled in. Select a stack of conversations and label, assign, close or reopen all of them in one action.
🔒
Per-number access control
An agent sees only the numbers they have been put on. The support team does not read the founder's number, and arranging that does not mean running a second workspace with a second bill.
◔
Message-level tickets and SLA
Raise a ticket from one message rather than from a whole conversation, which is what you want when a chat covers three unrelated problems. First-response and resolution clocks run against your SLA policy, a sweep catches breaches, and every breach is written down as an event.
Message fidelity
Everything WhatsApp
actually does.
A shared inbox that quietly drops half of WhatsApp is not a shared inbox, it is a text-only mirror of one. Each of these works in both directions, on the QR connection, in one-to-one chats and in groups.
Messages
- Media, sent and receivedImages, video and documents, both ways. The agent sees the photo of the damaged carton in the thread, not a broken link to a file the customer cannot open.
- Voice notesRecorded and played back inside the conversation. Customers in India send voice notes constantly, and a tool that shows them as an unnamed attachment is unusable by lunchtime.
- Emoji reactionsA reaction lands on the message it belongs to and is visible to everyone on the team, so a thumbs-up reads as the confirmation it was meant to be.
- Quoted repliesA reply keeps the message it answers attached to it. A thread eight messages deep still reads in the right order a week later.
Groups and state
- Group @mentionsMention a participant from Comsky Chat and it arrives as a real WhatsApp mention. Mentions of your number arrive the same way and can be filtered into a view.
- Participant rosterSee who is in the group and who runs it, from the inbox, without opening the phone the number is linked to.
- Group admin actionsAdd, remove, promote, demote and issue invite links. Dealer and distributor groups are managed from the same screen the messages arrive in.
- Edit and delete, syncedAn edited message shows its edit. A deleted message shows as deleted, rather than sitting in your inbox as a message the customer believes they took back.
Deleted on the phone
means deleted here.
Most shared-inbox tools store the first copy of a message they received and never look at it again. So when a customer deletes a message, or corrects a wrong figure with an edit, the agent is still reading the original — and answers it. That is a support incident created by the tool, and it is avoidable.
Comsky Chat applies the edit and the deletion to the stored message. What your team reads is what the customer believes they sent.
Sir the account number is 4021 8873 0091Rahul · 11:04
This message was deleted11:05
Sorry, wrong one. 4021 8873 1009edited · 11:05
Noted, thank you. Transferring to that one.Priya · 11:07
Search
Find the message,
not just the conversation.
Full-text search across every message in the workspace, on every channel. Around 130 ms over tens of thousands of messages, returning the matched line with the terms highlighted rather than a list of chats to open one by one.
Built for the way your team actually types
A standard English text-search configuration throws away stopwords before it indexes anything. That list includes do, me, to, is, no and in. Those are also ordinary Hindi words written in Latin script, and a large share of business WhatsApp in India is written exactly that way.
With English stemming on, a search for "do din me" matches nothing at all, and the agent concludes the message was never sent. Comsky Chat indexes without English stemming, so Hinglish, Hindi and English are all findable, including in the same sentence.
dometo isnoina
Thrown away by search built only for English. Kept by Comsky Chat, because in a Hinglish thread they carry the meaning.
RM
Rahul M.
WhatsApp · +91 98•••• 41 · Orders
bhai do din me dispatch ho jayega, party ko bata dijiye
14 Aug
NG
Nagpur dealers
WhatsApp group · 34 participants
stock do din pehle hi khatam ho gaya tha, naya lot kab aayega
12 Aug
PS
Priya S.
Website widget · verified customer
can you do the callback in do din, I am travelling till Friday
11 Aug
3 of 27 matches across 2 numbers and the widget128 ms
Workflows and AI
Work that repeats
should not need a person.
Two things sit behind the inbox. A workflow engine you draw rather than script, and an AI agent that answers only from what you gave it and stops when it is not sure.
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Workflows you can read back
Triggers, conditions, branches and delays, ending in actions: assign, add a label, set status, send a reply, call a webhook. Publishing freezes a version, so a run from last Tuesday executed the workflow as it stood last Tuesday, not as it stands now.
Every run keeps a per-step history. When a thread routes somewhere odd, you open the run and see the step that decided it, with the values it was looking at.
- TriggerMessage received on +91 98•••• 41
- ConditionText contains invoice or GST
- BranchInside business hours, or outside
- DelayWait 2 minutes for a follow-up message
- ActionsAssign round-robin to Billing, label accounts, reply with a macro
v7 published 1,284 runs v6 kept, read-only
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An AI agent that cites its source Early access
The agent answers from your own documents, which you upload and it searches — your documents, and every answer carries citations back to the passage it used. You can check it, which is the only reason to let it near a customer.
Below a confidence floor it does not improvise. It stops, hands the thread to a human and says why. For agents there is copilot drafting: a suggested reply sitting in the composer that a person reads, edits and sends.
What is the warranty on the 5 kVA inverter, and does it cover the battery?
Two years on the inverter unit from the invoice date. Batteries are covered separately for twelve months and only against manufacturing defects.
⌾ warranty-policy.pdf · p3⌾ battery-terms.md
Confidenceabove floor · answered
Below the floor, it hands over instead of guessing
Reporting
Numbers a team lead
can act on by Monday.
Not a wall of tiles nobody opens twice. The handful of measurements that tell you whether the queue is healthy, which channel is growing and who on the team needs help this week.
- 01 Inbound versus outbound volume over time
- 02 Opened versus resolved, day by day
- 03 Median and p90 first response
- 04 Median and p90 resolution
- 05 Per-agent leaderboard
- 06 Channel and number mix
Why p90 sits next to the median
The median describes an ordinary day. p90 describes what your worst-served customers actually waited through. A team that watches only the average never sees the ten percent who quietly stop replying, and those are the ones who leave.
Inbound and outbound · last 8 days
InboundOutbound
MonTueWedThuFriSatSunMon
Example view. Filter any report by number, channel, team or label.
~130 msFull-text search across tens of thousands of messages
12.8 KBThe website widget, gzipped, one script tag
p50 + p90First response and resolution, not averages alone
3 channelsQR, Cloud API and the widget in one thread list
Platform
The boring parts,
done properly.
The features are what get a tool bought. These are what decide whether you can keep it once your customers' conversations are inside it.
⚖
Tenant isolation the database enforces
Every tenant's data sits behind rules the database itself enforces, and the application connects with an identity that cannot see past them. A missing check in the application is an ordinary bug in most products and a data breach in some of them. Here the request is refused one layer below the application, where a mistake upstairs cannot reach it.
Application-level checks still run. They sit on top of that rather than in place of it, because one of the two can be undone by a single careless change and the other cannot.
- One workspace cannot read another's conversations.
- Checked on every request, a layer below the application.
- Not a setting anyone in the workspace can switch off.
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Data stored in India
Your messages and media sit on infrastructure in India. No second copy in a cheaper region that you find out about during a procurement review.
▤
An audit trail worth reading
Who assigned, who closed, who changed a routing rule, who exported. Recorded at the time and still readable months later when somebody asks what happened.
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Roles that mean something
Owner, admin, manager and agent, with per-number access on top — so a person can work one number without seeing the rest.
🔒
Passkeys and two-factor
Sign in with a passkey or a second factor through the shared Comsky account. One account to offboard when somebody leaves, not five.
The same sign-in also opens Comsky CRM Books Backup HRMS TallyBridge