Every channel your customers write on, in one place
Email, Messenger, Instagram, WhatsApp and your website form arrive as tickets in one inbox. Your team doesn’t keep five apps open, and a message from Friday doesn’t sit unread until Monday.
The channels
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Email
Your existing mailbox: Gmail and Google Workspace, Microsoft 365 and Outlook, or any mailbox with IMAP and SMTP. It’s checked every 15 seconds, and nothing in it is moved or deleted.
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Facebook Messenger
Messages to your Facebook page become tickets, and you reply from ZynTrail. Included in every plan.
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Instagram
Direct messages to your profile, through the same connection as Messenger. Included in every plan.
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WhatsApp Business
Through Meta’s official Cloud API, with your own business number. Included in the Pro and Enterprise plans.
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Your website form
Requests from the contact form on your website arrive as tickets in the same inbox, not in a separate mailbox. Included in every plan.
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Phone
Every incoming call becomes a ticket — the details are on the telephony page. The phone system is in the Enterprise plan.
How a message becomes a ticket
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It arrives and is checked for duplicates
Platforms sometimes send the same message more than once. Anything already recorded is skipped, so nothing appears twice in the conversation.
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Files are saved
Photos, documents and voice messages are downloaded and kept with the message, not behind a link that expires.
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The sender is recognised
For WhatsApp, the number is matched against your contacts, so a message from a customer you know goes to their profile.
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It joins the open ticket or opens a new one
A new message from the same person continues their open ticket. If there isn’t one, a new ticket opens and the team gets an alert.
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The reply goes out on the same channel
WhatsApp is answered on WhatsApp. A customer never gets an email in reply to a chat.
The reply
Customers get the answer where they wrote
The customer writes on WhatsApp and gets the answer on WhatsApp. Your agent replies from ZynTrail, with the whole conversation in front of them and the notes colleagues left, which the customer never sees.
- WhatsApp to WhatsApp, email to email
- Internal notes hidden from the customer
- The customer’s history next to the conversation
- Canned responses for common questions
Customer channels and alert channels
Customer channels are the ways customers reach you: email, Messenger, Instagram, WhatsApp, your website form and the phone. Every request through them becomes a ticket.
Alert channels are the ways the system reaches your team: a Telegram or WhatsApp message saying a new ticket has opened. Telegram is for alerts only — a customer can’t write to you there and open a ticket. We say it plainly so that no customer has to find out by trying.
Details
- Mailbox checked every
- 15 s
- Messages grouped
- by sender and channelone open ticket per person, not per message
- Repeat deliveries
- skipped
- Attachments
- kept with the message
- Email, Messenger, Instagram and the website form
- every plan
- WhatsApp Business
- Pro and Enterprise
- Telegram
- alerts onlyfor your team, not for customers; Business plan and up
Channel questions
Can’t find the answer? Write to hello@zyntrail.com
Will connecting our mailbox change anything in it?
No. ZynTrail reads the emails and sends replies through your mailbox. Nothing is moved, marked or deleted — disconnect it and the mailbox is exactly as it was.
A customer writes on Messenger about yesterday’s call. Will anyone notice?
Yes. Whoever opens the customer’s profile sees both the call and the message, one after the other in their timeline.
The Messenger message opens its own ticket or continues the open one, and if the two tickets are about the same thing, they merge in one action.
What do we need to switch on WhatsApp?
A business number, a WhatsApp Business account and access through Meta. We go through it with you during setup. WhatsApp is in the Pro and Enterprise plans.
Can our website form send requests straight to ZynTrail?
Yes. The contact form on your website can send its requests to ZynTrail, where they become tickets like everything else. We help you connect it during setup.
See how it would work for your team
Tell us how many people answer customers and how your customers reach you. We’ll show you the screens your team would work in — with your own cases, not a made-up script.
Start with 30 days free — every feature, nothing to pay up front.