The person on the ticket
Name and email from forms and inbound mail. Other tickets from that address show in the sidebar.
Product
Inbox, widget, help, and optional AI.
Those pieces share one conversation. The chat button on this site is the same widget you will paste on yours — try it, then start a workspace.
Inbox
A list, a thread, and a few keys
Search, filter, snooze, merge, and assign. Shortcuts: / to search, n for a new ticket, j and k to move, Enter to open, r to reply. A metrics page covers the last 7 or 30 days.
Who is already there
You can see if a teammate has the thread open. The bot will not talk over them.
Saved replies
Canned answers, tags, and the business hours you set for SLA and after-hours bot mode.
Widget
A messenger in the corner, tied to your workspace
Round launcher, your logo or a letter, bubbles left and right. The snippet includes a key — treat it like a password. Your brand colour tints the chrome. After you resolve a ticket, you can ask for a 1–5 score.
Help centre
Articles you publish. Drafts stay private.
Markdown, grouped by category, at /help/your-slug or on a hostname you verify. The contact form there opens a ticket. Public strings exist in English, Spanish, French, and German.
Email and Slack
The same record, different doors
- Customers can mail
your-slug@inbound.xupport.io. Put#123in the subject to stay on that ticket. - Agent replies on email and form tickets can go back out through Resend when you have a key set.
- One Slack channel per workspace. A reply there is the ticket.
AI
On, off, or only after hours
The bot reads published articles. You pick the tone from a short list. You can limit it to certain categories. A monthly cap stops extra replies. Agents can ask for a draft. Visitors never see an “AI” badge on the message.
Start with the bot offFor developers
Webhooks and a token
Rotate both in Settings. We send conversation and message events. OpenAPI lives on the API host at /docs in development — not on this site.
Questions
Common questions
- Is live chat separate from tickets?
- No. A widget conversation is a ticket. It has a number, a status, and the same fields as email.
- Can the help centre use our own domain?
- Yes. In Settings you save a hostname, point a CNAME at our public site, and check DNS. Until that passes, /help/your-slug still works.
- When does the bot stay quiet?
- When you turn it off, when an agent is already looking at the ticket, or when your articles do not cover the question.