Unified Inbox

The Problem

Why does this extension exist?

Driver communications come from everywhere: email, SMS, push notifications, in-app messages, and support tickets. Without a unified inbox, your team switches between 5 different tools to manage driver communications - missing messages, duplicating responses, and providing inconsistent service.

The Solution

What you get

Unified view of all driver communications: email, SMS, push notifications, in-app messages, and support tickets
AI-powered triage: automatically categorise and prioritise messages by type and urgency
Response suggestions: AI suggests responses based on similar past interactions
Assignment and routing: assign conversations to specific team members or queues
SLA tracking: set response time targets and get alerts when SLAs are at risk
Driver context panel: see full driver profile, charging history, and account status alongside every message
Bulk messaging: send targeted messages to driver segments directly from the inbox

🎯 Who is this for?

eMSPs and CPOs with dedicated support teams, operators managing communications across multiple channels, and any business wanting to improve driver communication quality.

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🔌 Modular by design

Enable or disable per tenant. Pay only for what you use. All marketplace integrate seamlessly.

Key Capabilities

Everything included

Unified Communications

All driver communications in one place: email, SMS, push notifications, in-app messages, and support tickets. No more switching between tools.

AI Triage

AI automatically categorises and prioritises messages: billing dispute, technical issue, general enquiry. Urgent issues surface immediately.

Response Suggestions

AI suggests responses based on similar past interactions. Agents accept, edit, or ignore suggestions. Response time drops by 60%.

Driver Context Panel

Full driver profile, charging history, wallet balance, and account status visible alongside every message. Agents have full context before responding.

SLA Tracking

Set response time targets per message type. Get alerts when SLAs are at risk. Track SLA compliance over time.

Bulk Messaging

Send targeted messages to driver segments directly from the inbox. Announce new locations, notify about maintenance, or promote offers.

Use Cases

See it in action

How operators around the world use can this extension to solve real problems and grow their business.

Agent handles 3x more conversations

A support agent previously managed email, SMS, and in-app messages across 3 separate tools. After enabling the Unified Inbox, all communications are in one place. The agent handles 3x more conversations per day with the same quality.

AI triage surfaces urgent billing dispute

A driver sends an angry message about being charged twice for one session. The AI triage categorises it as BILLING DISPUTE - HIGH PRIORITY and routes it to the billing team immediately. The issue is resolved in 45 minutes before the driver escalates.

Maintenance notification sent to affected drivers

A CPO needs to take 5 chargers offline for maintenance. They select the affected location in the Unified Inbox, filter drivers who charged there in the last 30 days, and send a targeted push notification. 847 drivers are notified in 2 minutes.

Simulated Case Study

Support team handles 3x more conversations with same headcount after Unified Inbox

A Swedish eMSP support team of 4 agents was managing driver communications across email (Outlook), SMS (separate platform), and in-app messages (CSMS). Context switching between tools cost each agent 90 minutes per day. After enabling the Unified Inbox, all communications are in one place with AI triage and response suggestions. Each agent now handles 3x more conversations per day. The team handles 2x the driver base without adding headcount.

More conversations per agent

-90 min

Daily context switching

Driver base served

Extra headcount needed