Every customer conversation in one place.
E-mail, Viber and chat from your website land in the same Inbox. Each conversation belongs to one customer and one account, has an owner and a reply deadline — and the reply leaves from the same mailbox the question arrived at.
- IMAP/SMTP
- Viber via Mailbook
- Website chat
- Deadlines in working hours
Channels, routing and deadlines
Three channels today, one way of working. Where a capability depends on an external account or setup, it says so.
- Available
E-mail over IMAP/SMTP
Shared and personal mailboxes, two-way. Inbox, sent and drafts on the server, full-text search, CC/BCC, attachments up to 25 MB in total and up to 100 recipients.
- Available
Viber through Mailbook
Incoming conversations and replies, following Viber’s 24-hour window. A message from the customer record with one image, delivery and read status. Requires your company’s Mailbook account.
- Available
Website chat with an AI assistant
A snippet for your site and a list of allowed domains. The bot answers only from documents marked public, never writes to the CRM and is clearly labelled as an AI assistant.
- Available
Handover to a person
Chat moves to a person when the visitor asks, on low answer confidence, at a limit, outside office hours or when AI is unavailable. The reply deadline starts at handover.
- Available
Routing rules
Rules run in order. Conditions: account, channel, tag, priority, customer owner, keywords. Assign to a fixed person, round-robin with a cap, the CRM owner, or leave unassigned.
- Available
Reply deadlines and escalation
First and every next reply in minutes, counted in working hours without holidays, with escalation and reminders. This is a product capability, not a contracted service level.
- Available
Rights per account
Read, reply, start and manage levels, and visibility for everyone, team or personal. Personal mailboxes stay private — in search, export, reports and for Copilot too.
- Available
Conversations tied to customers
An exact e-mail or phone match links the conversation to the customer; otherwise the Inbox suggests a link. An unknown sender becomes a lead in one click. Internal notes with @mentions.
- Available
Microsoft 365 and Google mailboxes and calendar
Connecting through the provider account, plus a two-way calendar. We enable it during onboarding, with an app registration for your installation.
All capabilities listed are part of NG CRM. Anything that depends on your external accounts, such as a Microsoft 365 or Google calendar, is enabled during onboarding.
The path of one message
From the first question to the reply, without forwarding e-mails and without “who is taking this?”.
- 01
A message arrives
By e-mail, Viber or website chat. The conversation is linked to the customer by e-mail or phone.
- 02
A rule assigns it
The first matching rule picks the owner — a fixed person, round-robin with a cap or the customer owner.
- 03
The deadline runs
The first-reply deadline is counted in working hours. A reminder comes before it expires, escalation after.
- 04
Reply and follow-up
The reply leaves from the same mailbox. A lead, an activity or a support ticket opens straight from the conversation.
Why one Inbox instead of three apps
History stays with the customer
When a colleague is on holiday, conversations do not stay locked in their mailbox. Everything the customer wrote is visible on the customer, within the rights you set.
A bot that knows its limits
The chat assistant answers only from content you marked public, never changes CRM data and asks for a person when it is not sure.
Private stays private
A personal mailbox is not visible to managers or to Copilot. Shared mailboxes have clear access levels per person or team.
Frequently asked questions
Which channels go into the Inbox?
E-mail over IMAP/SMTP (shared and personal mailboxes), Viber through Mailbook and chat from your website. Microsoft 365 and Google mailboxes are connected during onboarding, as part of your installation’s setup.
What do I need for Viber?
Your company’s Mailbook account. NG CRM connects to Mailbook once per company, with possible exceptions per legal entity, and respects Viber’s 24-hour window for replies.
Can the chat bot change CRM data?
No. The bot answers only from documents you marked public for website chat, writes nothing to the CRM, is clearly labelled as an AI assistant and hands the conversation to a person when needed.
Can a manager see sellers’ personal mailboxes?
No. Personal mailboxes are private, in search, export, reports and for Copilot as well. Shared mailboxes have access levels — read, reply, start and manage.
Related
- SupportTickets, boards and a customer portal — in the same system as sales.
- MarketingSegments, e-mail and Viber campaigns, consent and opt-out — with a trail for every recipient.
- SecurityWho may do what, on which data and with whose approval — and a trail of every change.
- Marketing3 min read
Consent and opt-out in email and Viber campaigns
Who a campaign may write to is decided by the server on every send: per-channel consent, company policy, a suppression list and link-based opt-out.
Want to see how this looks in NG CRM?
We will show you in a demo, on examples from your own sales. No obligation.
- office@konissoftware.com
- Phone
- +381 66 000 977