Every customer is a line on the board
A message comes in, the right agent picks it up, and you can watch each step as it happens.
Diego Alvarez, Chat: Hi, where is my order #1276? I need the bike for my commute next week.
Orders & returns, 0.3 s:
- Found the order number "1276"
- Found order "1276": shipped, $1,455.07
- Checked "Shipped?": yes
Reply sent: Your order 1276 is on its way with USPS. Tracking number 9400246051024645566940.
Aiko Tanaka, Chat: I'd like to return order 1263, the fast charger is too bulky for my bag.
Orders & returns, 0.4 s:
- Found order "1263": delivered, $193.58
- Checked "Delivered within 30 days?": yes
- Approved "Refund $193.58" by your rules
Approved by your rules, no one had to step in: Done: $193.58 is on its way back to your original payment method.
Priya Raman, Chat: I want to return my Commuter C2, order 1258. It's too heavy to carry up to my flat.
Orders & returns, 0.7 s:
- Found order "1258": delivered, $1,444.20
- Checked "Delivered within 30 days?": yes
- Refunds over $300 need a person
Waiting for your approval: I've asked a member of our team to approve your refund. It usually takes a minute or two.
What happens after someone writes
Front desk reads it
It works out what the person wants and which agent should have it. Order questions go one way and error codes another.
The right agent does the work
Orders & returns opens the order, Tech support opens the manual, and Billing reads the financing terms.
Your rules decide what's allowed
Flows check the dates and the amounts. Anything past your limit stops and waits for you.
The Reviewer reads the reply
Every reply is checked against its sources before it goes out. On the test day it read 21 and stopped none.
The customer gets an answer
The median first reply on the test day took 0.5 seconds, on one RTX 5070.
Step in whenever you like
Whisper a hint that only the agents can see, and the next reply uses it. Or press Take over and the conversation is yours.
One screen, with the detail beside it
Messages from the test day
The customers were scripted. The replies are exactly what the models wrote.
Nora Fischer, Chat, answered in 0.7 s
- Nora Fischer
- Where is my order?
- Crewline
- Happy to check. What's your order number? It's in your confirmation email.
- Nora Fischer
- 1274
- Crewline
- Your order 1274 is on its way with UPS. Tracking number 1Z0202309442684054.
Ines Larsen, Chat, answered in 1.6 s
- Ines Larsen
- Can I test ride the Trail T1 somewhere near Oakland?
- Crewline
- Yes, you can test ride the Trail T1 at our Oakland showroom located at 1450 Embarcadero, Oakland, Tuesday to Saturday, 10:00 to 17:00. Book a time in the chat; we keep the bike ready for you.
Diego Alvarez, Chat, answered in 0.3 s
- Diego Alvarez
- Hi, where is my order #1276? I need the bike for my commute next week.
- Crewline
- Your order 1276 is on its way with USPS. Tracking number 9400246051024645566940.
What it doesn't do yet
Can customers write in from my website?
Not yet. The widget runs inside the app, where you test and train your agents. Connecting a live website and an inbox is the next piece of work.
Does the money actually move?
Not yet. Crewline records the refund, the order changes and the customer is told. You still press the button in your store or payment provider until those connections exist.
Put someone on the board
Download for Windows228 MB. Windows 10 or later, 64-bit.