Request and chat queues
Keep new requests, active chats, and closed conversations separate, with unread and online state visible.
Innue features
Everything around the chat, without losing the chat.
Move from a new website request to an informed response and an organized follow-up inside one connected workflow.
Core capabilities
Built around the working conversation
Each capability supports a step the team already needs to complete.
Assignment and ownership
Accept an incoming request into the active queue and see which team member is assisting the contact.
Customer context
Review and update contact details, company information, browser context, and conversion stage beside the chat.
Quick replies
Create reusable responses for recurring questions and insert them into the composer when they are useful.
Lead capture
Send a lead form during the conversation, then classify the contact as general, lead, or customer.
Widget configuration
Configure the website chat widget, generate its initialization snippet, and use the included test view before rollout.
Conversation tools
Handle the common tasks without breaking focus.
Innue keeps practical controls around the message composer and conversation header so the agent can act while the context is fresh.
- Supported attachmentsPreview an image or attach common document formats before sending.
- Notification sound controlChoose whether incoming conversation events play an audible cue.
- Conversation closure and exportClose completed chats and download retained conversation text when needed.
Workflow map
A place for each stage
The interface connects operational state with a clear team action.
| Stage | What the team sees | Available action |
|---|---|---|
| New request | Visitor identity, client context, and request time | Assign the conversation |
| Active chat | Message history, unread state, customer and company details | Reply, attach, send a form, or update details |
| Follow-up | Contact information and current conversion stage | Classify as a lead or customer |
| Closed | Retained conversation and completion state | Review or download the conversation |
Good to know
A few practical answers
We will cover configuration and fit in more detail during a walkthrough.
What part of customer support does Innue cover?
Innue focuses on live website conversations and the immediate lead or customer workflow around them. If your process also relies on ticketing, email, or a CRM, evaluate Innue alongside those systems during the demo.
Can teams manage more than one client or website?
The current product includes client/company context, widget settings, initialization snippets, and conversation grouping that support multi-site operating patterns. We can map the setup to your structure during a walkthrough.
What information can be captured from a visitor?
Customer records can hold contact details and session context. During a chat, a team member can send a lead form and update the contact’s conversion stage.
Is there a staff workspace?
Yes. Authorized team members sign in to the operational workspace, where available modules and actions follow the account’s role and permissions.
See how the pieces connect
Walk through a real conversation flow.
Share your team size, current workflow, and the handoff you want to improve.