Channels
Wherever customers reach you, one queue.
Nine inbound channels. One shared workspace. Your team sees every conversation in the same view and replies on the original channel, without switching apps.
All supported channels
- Microsoft 365
- Live chat
- Web forms
- SMS / MMS
- Messenger
- Telegram
- Webhook / API
One queue, every channel
Your team shouldn't have to check nine inboxes.
Every message, whether it arrived by email, chat, SMS, or WhatsApp, appears as a ticket in the same unified queue. The conversation thread shows the original channel; the reply goes back the same way. Routing, SLAs, and reporting work identically regardless of where a message started.
- Unified view across all active channels
- Reply on the originating channel without leaving Sysflows
- Per-channel routing: static team, rule-based, workflow-driven, or AI-classify
- Per-channel appearance settings for the chat widget
- Health badges and connection-test probes on every channel
One unified queue
- Renewal question
Acme CoEmail - Where's my export?
Lina P.Chat - New onboarding
NorthwindForm - Invoice #4821
Byte LtdWhatsApp
Every channel, built in
Connect each channel once in Settings. No middleware required.
Email: IMAP & Microsoft 365
Inbound polling over IMAP or the Microsoft 365 Graph API (delta-query), outbound sending, conversation threading by message-id, loop prevention, and inbound HTML sanitisation. Full admin-consent connection flow for M365 with a one-click connection-test probe.
Live website chat
An embeddable, iframe-isolated widget added with one script line. Customise colour, shape, position, icon, and greeting per channel. When an agent is available, the customer gets a live chat; when staff are offline, a capture form routes to a ticket automatically.
Web forms
Design and host intake forms with conditional field visibility. Submissions can run a workflow, create a ticket, or write a row into a data table, or all three. Forms can be public or access-gated, embedded in the customer portal, or used as the chat fallback.
SMS / MMS
Inbound and outbound text and media messaging via Twilio. Customers reply by text; your team responds from the ticket queue. Identity resolution maps messages to the right contact automatically.
WhatsApp, Messenger & Instagram
Connected via the Meta Cloud API. Inbound WhatsApp, Facebook Messenger, and Instagram DMs all land in the same queue. The 24-hour customer-window rule is enforced automatically, with a pre-approved message-template registry for outbound contact outside the window.
Telegram
Inbound and outbound Telegram messages via signed-webhook intake, with identity resolution by handle. Conversations thread the same way as every other channel.
Generic webhook
A signed JSON endpoint for connecting any platform that can POST: CRMs, payment providers, monitoring tools, or custom-built apps. Map any webhook payload to a ticket using the field-token system.
Programmatic / API intake
Create tickets, contacts, and cases directly from your own systems via the Sysflows API. Useful for automated pipelines, embedded support flows, or migrating data from another platform.
Route every channel the way your team works.
Each channel gets its own routing strategy. Mix and match across channels.
Static routing
All tickets from this channel go to a fixed team. Simple and predictable, good for dedicated inboxes with a single owner.
Rule-based routing
Set conditions on ticket fields, contact properties, or message content. Route differently based on subject, sender domain, priority, or any custom field.
Workflow-driven routing
Trigger a full automation at intake: look up records, call an external API, set fields, then route to the right team based on what you find. Any logic, any depth.
AI classify
Let the AI read the message and route based on inferred intent, topic, or urgency. No rules to maintain. The model does the categorisation and you see its reasoning.