What has no owner?
Review Unassigned before the customer has to chase the team.
Team-inbox health and the Unassigned queueWRKZY for customer support
Resolve every customer request with the full story—and a clear next owner.
Bring WhatsApp and email into one shared support workflow. Route each request, see the customer and open commitments before replying, and keep the owner, response timing, next action, and resolution visible.
For small support teams working with sales and operationsWhatsApp and email available today
Current productSanitized WRKZY demo workspace
See the work that still needs an owner
Team Inbox settings show the current destination, connected route, open workload, and requests that are still unassigned. This capture proves routing health—not a completed support resolution.
- Configured destination
- Connected channel route
- Open and unassigned work
01WhatsApp and email requests reach the team inbox you configure02Unassigned work is visible before the customer has to chase03Owner, priority, SLA, and Next stay beside the thread04Pending work has a Next action; resolved work has an outcome
Where support work breaks
The message arrived. The responsibility did not.
A customer emails about a promised replacement, then follows up on WhatsApp. The latest message is visible, but the previous commitment, current owner, and next response time are not. Support asks in chat, operations checks separately, and the customer repeats the story.
- Nobody can tell who owns the next response.
- The team reconstructs the customer history before acting.
- Waiting work disappears until the customer follows up again.
Before
- 01Customer messageA request arrives through email or WhatsApp.
- 02Separate historyThe earlier promise sits in another thread or record.
- 03Internal chaseSupport asks another team who can decide or act.
- 04Delayed responseThe customer follows up before ownership becomes clear.
With WRKZY
- 01Configured Support inboxThe request reaches the team responsible for triage.
- 02Authorized contextThe customer, conversation, and open work inform the reply.
- 03One owner and response timeAssignment, priority, SLA, and Next make responsibility clear.
- 04Truthful next stateThe request is replied to, kept Pending with a Next action, or resolved with an outcome.
One request, one accountable path
From arrival to a resolution the next teammate can trust.
Follow the same customer request through five decisions. Each step uses a visible WRKZY control rather than relying on a side-channel explanation.
- You do
Bring one WhatsApp or shared-email request into team-managed Work.
WRKZY keeps visibleA workspace channel connection establishes transport; a configured team-inbox route chooses the responsible queue.
OutcomeSupport sees new work in the scope it is expected to monitor.
- You do
Verify the customer, company, recent conversation, and any relevant deal, quote, or open commitment.
WRKZY keeps visibleThe context rail and customer record keep authorized relationship and operating context close to the thread.
OutcomeThe teammate can decide from current evidence instead of reconstructing the story.
- You do
Assign one teammate, set priority from customer impact, and add an SLA when a response deadline exists.
WRKZY keeps visibleAssignment, priority, SLA, and attention queues describe different parts of the request's operating state.
OutcomeUnowned and time-sensitive work becomes visible before it is forgotten.
- You do
Send the reviewed response, or use Pending with a specific Next action and owner when work must continue later.
WRKZY keeps visibleThe composer, delivery state, conversation status, and Next control keep communication and follow-through distinct.
OutcomeA customer commitment does not disappear simply because the team is waiting.
- You do
Verify delivery, select the resolution outcome, and add only the note or linked record another teammate needs.
WRKZY keeps visibleResolve and Outcomes record how the work ended while preserving relevant source context.
OutcomeThe next authorized teammate can understand completion without a separate explanation.
What the team can act on
See the request that will otherwise be missed.
Use each queue and workflow control to answer a specific operating question—not simply to make the inbox look tidy.
Which response is at risk?
Work SLA Risk and Needs reply according to customer impact and the team's response policy.
Priority, SLA cues, and attention queuesWhat is waiting—and until when?
Keep the request Pending only with a visible owner and a specific Next action.
Pending state, Next time, and Follow-upsWhy was this closed?
Use a truthful resolution outcome and the minimum relevant context to explain completion.
Resolve control, outcome, and linked source recordWhen support needs sales or operations
Bring in another team without turning the customer request into a side-channel chase.
State what is complete and what remains, preserve the customer promise and due time, assign the accepted next owner, and link the record or accountable outcome that carries the decision.
The next owner can act without a side-channel explanation.
Replacement eligibility confirmed. Operations owns dispatch confirmation today at 16:00. Support will reply after the linked outcome is complete.
- Owner
- One person has accepted responsibility for the next step.
- State
- What is complete, what remains, and why the request is Open, Pending, or resolved.
- Time
- The customer-response deadline or the owner's next-action time remains explicit.
- Context
- The smallest useful note and linked deal, quote, or outcome needed to continue.
Accepted by the next owner
Optional assistance
Optional—not required for the support workflowPrepare the reply faster. Keep the decision with the support teammate.
Use relevant conversation and customer context to prepare a summary, draft, rewrite, or next-step suggestion. A responsible teammate reviews, edits, accepts, or discards the output before an important customer action.
Review AI assistanceBounded contextOnly the work relevant to the request.
ContextConversation, customer, open work
AssistSummary, draft, rewrite, suggestion
ReviewSources and proposed next step
DecideA person edits, approves, or discards
RecordThe final action stays attributable
Human responsibilityImportant customer actions remain reviewable.
The source conversation remains visible while the teammate reviews the proposed response. No customer message is presented as autonomously sent.
- Relevant context is bounded
- A person reviews the proposed response
- The final action remains attributable
See the workflow in practice
Move one shared conversation from queue to clear outcome.
Watch the inbox triage walkthrough, then use the written guide to repeat the same decisions with a representative request in your own workspace.
Inbox triage: move one conversation to an owned outcome
Choose the queue, verify the customer, claim responsibility, reply deliberately, and leave a truthful next state.
Follow the shared-inbox walkthroughStart with one support queue
Make one recurring request easier to own this week.
Begin with a narrow workflow the team can observe from arrival through resolution before introducing more inboxes or rules.
- 01
Connect one shared source
Start with one current WhatsApp or shared-email path used for customer support.
- 02
Choose the Support inbox
Use the default inbox or create a purpose-built one only when responsibility, access, routing, or response policy genuinely differs.
- 03
Agree the operating rules
Define owner acceptance, priority, SLA, Pending, Next, and truthful resolution for this request type.
- 04
Test one representative request
Verify customer context, assign the owner, respond or wait explicitly, check delivery, and record the outcome.
- 05
Review the attention views
Inspect Unassigned, Needs reply, SLA Risk, and Follow-ups, then adjust the workflow from visible evidence.
Start with one support outcome
Give the next customer request a clear path to resolution.
Bring one recurring WhatsApp or email support workflow into WRKZY. Make its customer context, owner, response timing, next action, and resolution visible from the first test.
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