Triage
Shared Inbox
One queue for every conversation, built for teams who notice when software feels slow.
What it is
The Iris inbox pulls live chat and email into a single list your whole team works from — one row per person, however many conversations they’ve had, with their whole history in the thread behind quiet date seams. Assign threads to teammates, snooze promises until they’re due, leave internal notes with @mentions, and tag conversations into topics you can filter by. Threads your team answered that go quiet close themselves after a set time (yours to tune) — and closing invites the customer to rate the conversation, which feeds your CSAT reports.
It’s built to be driven from the keyboard — j and k to move, Enter to open, r to reply, e to close — and macros can carry actions, so your most common reply can tag, assign and close a thread in one keystroke — and the saved-reply palette is search-first, built for teams with hundreds of macros. The composer works like the chat tools you already live in: Enter sends, Shift+Enter breaks a line, screenshots paste or drag-drop straight in, the box grows as you write, and you can delete a sent message (yours only — it vanishes from the customer’s messenger instantly, your inbox keeps the record). It also installs as an app: new conversations and @mentions reach your devices as real push notifications, even with the tab closed.
How you’d use it
D2C brand
Morning triage after a courier delay: tag the affected threads “shipping”, reply with the macro that also closes them, and snooze the unresolved ones to the day the parcel lands — each thread wakes itself exactly when the customer would have written back.
Three-person team
Billing questions go to the person who owns billing, bugs to the technical one. When you need a teammate’s eyes, @mention them in an internal note — they get a desktop notification with the full thread attached, and nothing gets forwarded to a personal inbox.
Solo founder
Clear forty conversations between two meetings without touching the mouse: j, Enter, r, reply, e, next. The inbox is fast enough that triage stops being the dreaded part of the day.
Support lead
The SLA badge counts down on every unanswered thread — amber when time runs short, red when breached. Flip on the SLA filter and work the at-risk list first.
Get more out of it
Give every macro actions
A canned reply can also tag, assign, close, or pause the AI. Turn your ten most common replies into one-keystroke resolutions — and when you want just the text, the staged actions show as chips you can remove before sending.
Snooze instead of remembering
“It ships Tuesday” → snooze to Tuesday 9am. The presets (later today, tomorrow, next week) cover most promises, and a snoozed thread reopens itself on schedule — no sticky notes, no follow-up spreadsheet.
Save a view per ritual
“Unassigned + billing”, “SLA breached”, “mine, open” — capture any filter combo as a named view and load it in one click. Views are per-agent, so everyone builds the queue that matches their job.
Notes beat forwards
An @mention rings the teammate even while they’re in another thread, and the discussion stays attached to the conversation — searchable later, invisible to the customer.
Learn five keys
j / k move, Enter opens, r replies, e closes, / searches. Five keys are the entire inbox — teach them to every new teammate on day one.
Let email threads rate you too
Every outbound email reply carries one-click rating links in the footer — a star, no login, no survey page. CSAT stops being a chat-only number, and the email side of your queue shows up in Reports with real satisfaction data behind it.
Give your team one fast queue.
Your workspace takes about a minute to create — no sales call, no credit card.