Smart inbox
Every rep answers faster, in any language
The customer writes in Russian, and the rep reads and replies in Hebrew. One keyboard command does what took five clicks, a chat waiting on the customer comes back by itself when they reply, and two reps never answer the same customer. And when you close a chat, the wrap-up is already waiting for approval.
Capabilities marked “Soon” on this page are being built now and will be available to everyone later. This is how they’ll work once they ship. Everything new
What the unified inbox does today
Why it matters
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Service in the customer’s language
Even a Hebrew-only rep gives natural service to customers who write in Russian, Arabic, Amharic, French or English.
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Fewer clicks, more conversations
Macros and a keyboard command bar shorten every chat, and chats waiting on the customer don’t take up room in the queue.
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Records stay current with no after-chat work
AI sums up the chat and proposes the outcome, fields and a follow-up task. The rep just approves.
What’s inside
Capabilities
- Soon
Live translation in the chat
A customer writes in Russian, Arabic, Amharic, French or English, and the rep sees the message in Hebrew. The rep replies in Hebrew, sees how the reply will go out, and the customer gets it in their own language.
- Russian, Arabic, Amharic, French and English, to and from Hebrew
- “Show original”: the original message is always one tap away
- A “Translated by AI” marker on every translated message, and a warning on sensitive topics
- A preview before sending, and on or off for each chat
- Available
A ⌘K command bar and macros
One window, on ⌘K or Ctrl+K, to search, jump between chats and run any action. And macros that do several things in one click: a reply, a tag, a status, an assignment and a tool.
- Search and commands from the same window
- Triage chats from the keyboard, right-to-left too
- A macro checks every step before it changes anything
- Every macro run is logged
- Available
Snooze until reply, and no double answers
A chat waiting on the customer leaves the queue and comes back by itself the moment they reply. And everyone sees who else is viewing or typing in a chat, so two reps never answer the same customer.
- Snooze until the customer replies
- “Noa is viewing” and “typing…” at the top of the chat
- A warning before sending when someone else is already typing
- Robots and sending through the API are never blocked
- Soon
Automatic wrap-up to the CRM
When a chat is closed, AI writes a summary, the outcome (say, “quote sent” or “not interested: price”), fields that came up in the chat and a follow-up task. The rep approves, and it all lands on the lead record.
- By default, the rep reviews and approves before anything is saved
- In automatic mode only empty fields are filled, and only when the AI is confident
- A field that already has a value changes only after an explicit tick
- Every change goes on the lead’s timeline, with the old and new values
- Soon
Internal threads and side conversations
Discuss a customer’s message with your team in a thread attached to it, with mentions and “resolved”. Need to ask a supplier or a courier? Open a side conversation by email or WhatsApp from inside the customer’s chat, and the replies stay linked to it.
- A thread on any message, with team mentions
- A side conversation by email or WhatsApp, linked to the original chat
- A quote from the customer’s chat goes out only when you tick it
- Threads and side conversations aren’t shown to the customer and don’t go into the robot’s context
- Soon
The next step, ready to run
Next to each conversation, AI suggests the rep’s next steps from the thread, the customer’s memory, open tasks and the tools at hand: send the payment link, offer the evening slot, call back the customer who asked twice. One click opens the action with the details filled in, and the rep confirms before it runs.
- Suggestions from the conversation, memory, tasks and tools
- Only actions the rep is allowed to run
- Nothing runs without confirmation, and your existing approval rules still apply
- Dismiss a suggestion that doesn’t fit in one click
How it works
From setup to results
- 1
Turn on what you need
Translation, macros and the automatic wrap-up are turned on per workspace, and translation per chat too.
- 2
The customer writes
In their language, on their channel. The message is translated into Hebrew, and the original is kept.
- 3
The rep answers fast
From the keyboard, with macros, and never on a chat someone else is already answering.
- 4
Close it, and the wrap-up is ready
Outcome, fields and a task land on the record after approval.
Control, safeguards and privacy
Translation is done by AI and labelled as such. On sensitive topics, like medical or legal ones, check against the original message.
- Translations and originals are stored encrypted, and only people who can see the chat can see them
- Templates, internal notes and robot messages aren’t translated
- Macros don’t skip approvals: a tool that needs approval waits for it
- The automatic wrap-up never overwrites an existing value without explicit approval, and every change is logged
- Threads and side conversations stay internal, and never reach the customer or the robot
- A suggested action runs only after confirmation, with the rep’s own permissions
More in MoreSend
- Campaigns Every customer gets the message on the channel they actually read, at an hour that suits them, and only if they agreed to hear from you.
- Leads and growth Soon A comment on a post becomes a private conversation, an ad lead gets a WhatsApp within a minute, your site chat reaches out at the right moment, happy customers bring friends, and you see the revenue each conversation brought.
- Voice Soon AI voice agents that know the customer, WhatsApp calls kept in the same chat, “Call me now” from any chat, WhatsApp voice notes the robot understands, reps who answer in the browser, and a summary of every call on the customer record.
- Studio Soon Build a flow from a plain-language description or start from a ready-made pack for your industry, test it on AI customers and real past conversations, and roll it out gradually.
- Robot knowledge Soon The robot learns your whole website, your files and what’s written in Google Drive, Notion, SharePoint and Confluence, stays up to date by itself, and shows where each answer came from.
- AI control Soon Rules the robot won’t cross, clear disclosure to customers, a monthly trust report, an explanation for every reply, and coaching the robot in a single sentence.
- AI assistant Soon An assistant that knows which screen you’re on, answers from the help centre, guides you on the screen itself and acts only with your approval.
- Commerce and payments Soon Sell inside the conversation: product cards, a cart, payment by secure link, quotes signed on the phone, and a personal page where customers see their quotes and payments.
- Bookings Soon A built-in calendar: the robot books, moves and cancels appointments on WhatsApp and by phone, sends a reminder with “1” to confirm and “2” to change, syncs with Google and Outlook, and never books two customers into the same slot.
- Team operations Soon Every conversation reaches the right rep, service targets and shifts that know the Israeli calendar, a live board for the office screen, and QA that turns into coaching.
- API and MCP Soon Your AI assistant or IDE works with MoreSend through an MCP server: find a customer, read a conversation summary, create a lead and send a message, with scoped API keys.
- Agencies and partners Soon One console for every client you manage: client workspaces, usage and channel health at a glance, alerts when something breaks, and support access only with the client’s consent.
Want to see how it would look for you?
In a short demo we’ll show you what works today, and how the new capabilities will fit into your work.