Team operations
A team that runs smoothly, even at the busiest hours
MoreSend routes conversations by skill, language, workload and VIP, measures response times in your business hours, Shabbat and holidays included, and puts a live board on the office screen. After each conversation, AI scores it against your criteria and remembers what the customer told you.
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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The right conversation for the right rep
No manual assignment: each conversation goes to someone who can handle it, in the customer’s language, with room to take it.
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Service targets that know the Israeli week
Response times count only in business hours, with Shabbat, holidays and holiday eves already built in.
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QA on every conversation
Instead of a small sample, every closed conversation is scored against your criteria, with a quote that explains why.
What’s inside
Capabilities
- Available
Smart routing
Rules decide where each conversation goes: by channel group, language, topic and VIP, to reps with the right skills, round-robin or to whoever is least busy. When no one is free, it goes to a robot or a queue.
- Skills and languages for every rep
- A cap on open conversations per rep, and an availability status
- Language and topic recognised from the first message
- “Why assigned?”: a reason next to every assignment
- Available
SLA and business hours with the Israeli calendar
Set targets for first response, next response and resolution, by channel, group and priority. The clock runs only in business hours, and knows about Shabbat, holidays and holiday eves.
- Business hours for each day, with a preview of the holidays
- Your own special closures
- When a target is about to be missed: an alert, reassignment or a higher priority
- An SLA tag on every conversation in the inbox, and a report on targets met
- Available
A live wallboard and TV mode
A full screen that updates by itself: how many are waiting on each channel and group, the longest wait, conversations about to miss their target, who’s online, how much AI is handling and active phone calls.
- A fixed link for the office screen, with no sign-in
- The link expires on a date you set, and can be revoked
- No customer names, and team names can be hidden too
- Updates every few seconds
- Soon
Real-time risk alerts
An angry customer, “I’m cancelling”, a legal threat, a mention of a complaint to a regulator or a VIP left waiting: MoreSend spots it as the message lands, raises the priority and alerts the manager with a one-click “Take over”.
- Detection in Hebrew, English, Arabic and Russian
- Few alert types by default, with rate limits
- Alerts don’t include the message text
- An alert feed for managers, and every “Take over” is logged
- Available
Conversation QA
Every closed conversation is scored against a rubric you define: items, weights and critical items. Each score comes with a quote from the conversation, and a manager can correct it.
- Your own rubric
- A quote and reasoning for every item
- Managers can override a score
- A leaderboard of reps and robots
- Soon
Smart CSAT
For every closed conversation, AI estimates how satisfied the customer is, and why. You can add a one-tap survey on WhatsApp or your site chat, and see the estimate and customers’ answers side by side.
- An estimated score for every conversation, with the reason
- A one-tap survey, in your own wording in Hebrew and English
- At most one survey per customer in the period you set
- A dashboard tile and a badge on every conversation
- Available
Customer memory with sources
After each conversation, AI writes facts, preferences and commitments into the customer’s memory, each linked to the message or call it came from. Reps and robots see it next time.
- A Memory tab on the customer record
- “We remember” in the 5-second briefing
- Edit or delete any item
- Sensitive details aren’t kept unless you turn that on
- Available
Knowledge-gap suggestions
Questions the robot couldn’t answer are grouped by topic, each with a suggested answer drafted from how a rep replied. Approve in one click, and the robot can answer next time.
- Names and numbers are stripped from the draft
- Nothing reaches the knowledge base without approval
- Edit, merge or reject a suggestion
- This week’s gap count at a glance
- Soon
A coaching hub for reps
Conversation QA becomes coaching: every week each rep gets a card with their best moments and what to work on, quoting the conversations themselves. The manager reviews the card, shares it with the rep and assigns practice.
- A weekly card for each rep, built from conversation QA
- Reps see a card only after their manager shares it
- Quotes from the conversations, not a vague summary
- Practice assigned straight from the card
- Soon
Practice with an AI customer
New reps practise with an AI customer that plays a realistic scenario, like a customer who thinks it’s too expensive, before they answer real customers. At the end, the rep gets a score and feedback, quoting their own replies.
- Ready-made scenarios in Hebrew and English, plus your own
- A scenario from a real conversation only if you choose to, with identifying details removed
- Real customer details never go into practice
- The score covers the rep’s replies only
- Soon
Presence, breaks and shifts
Each rep marks themselves available, on a break or away, and each has a capacity: how many chats and calls they hold at once. Shifts follow the Israeli calendar, with short Fridays and holidays, and routing and the live board know who is actually free right now.
- Available, on a break or away, in one tap on the web and in the app
- Switches to “away” when the app goes inactive
- A shift template with a short Friday, and holidays worked out for you
- Routing skips anyone on a break, off shift or at full capacity
How it works
From setup to results
- 1
Set up the team and skills
Who knows what, in which languages, and how many conversations each person holds.
- 2
Set hours and targets
Business hours, holidays, and response targets for each channel.
- 3
Conversations route themselves
Each conversation reaches the right rep, with the reason.
- 4
Learn and improve
QA scores, knowledge gaps and the live board show what to improve.
Control, safeguards and privacy
- Routing respects each rep’s channel and conversation permissions
- Conversation QA is for managers only
- The live board shows no customer names, and every display link is logged
- Language and topic detection doesn’t store the message text
- Risk alerts don’t include the message text
- Reps see a coaching card only after their manager shares it
- Practice sessions contain no real customer details
- Presence is based on what reps set and their app connection, never on screen monitoring
- Presence history is kept for a limited period, then deleted automatically
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.
- Smart inbox Soon Live translation in the chat, a ⌘K command bar and macros, snooze until the customer replies, internal threads and side conversations, the next step in one click, and an automatic wrap-up to the lead record.
- 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.
- 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.