Shared Inbox
Bring calls, messages, and customer context into a single queue for your team.
Solutions · Service Cloud
One service desk for every customer channel
Bring voice, SMS, and messaging into a shared inbox with routing, context, and AI assistance for your support team.
Capabilities
What's included
Give agents one place to handle conversations across markets and channels.
Smart Routing
Route conversations by market, language, department, or availability.
AI Assistance
Support agents with suggested replies and automated handling for repetitive requests.
Service Analytics
Review response times, resolution, and channel performance to improve service.
Workflow
How it works
Connect your numbers, organize your team, and start responding.
Connect Numbers
Link local, toll-free, or mobile numbers to the service environment.
Set Up Routing
Define queues, business hours, and escalation rules.
Enable AI and Templates
Add suggested replies and automated answers for common questions.
Operate and Improve
Monitor conversations and refine routing and content.
Global Support
Built for global support teams
Serve customers in multiple markets without duplicating your entire support operation.
Multiple Markets
Use local-format numbers while a central or regional team handles conversations.
Distributed Teams
Give agents access from different locations with shared queues and context.
Number Integration
Connect numbers to SIP, PBX, or cloud environments already used by your business.
Integration
Connect your communication stack
Service Cloud works with business numbers, call routing, and messaging channels. You can start with one market and one channel, then add queues, languages, and destinations as your support operation grows.
Explore <a href="/solutions/api">Communications API</a> for custom integrations, <a href="/solutions/marketing">Smart Marketing</a> for campaigns, or <a href="/cloud-pbx">Cloud PBX</a> for internal calling.