# One Inbox For Email, Chat, Voice, Social, And SMS

_Customer reaches us anywhere; we route to the right place automatically._

The Customer Support Team is a team of AI Employees on [Sistava](/en).

Customers reach support through whatever channel is easiest. Email, chat, voice, social DMs, SMS, in-app. We route every channel into one queue with consistent triage and ownership.

Agents stop tab-switching. Coverage stays even across channels. Customers get the same quality reply whether they tweeted or emailed.

## What you get

- Email, chat, voice, social, SMS, in-app, all in one queue
- Routed to the right owner regardless of channel
- Channel context preserved (a tweet stays a tweet)
- Coverage held even across channels and time zones

## How it works

1. **Ingest from every channel:** Native integrations plus webhook for custom channels.
2. **Route to the queue:** Same triage rules; channel only affects reply format.
3. **Reply in the channel:** Tweet stays public; DM stays private; email stays in thread.

## FAQ

### Does it merge a customer across channels?

Yes. Same email or known identifier merges threads so context follows the customer.

### How does it handle social?

Public mentions surface to the queue with sentiment analysis. DMs handled like any other ticket.

### Can it run a phone line?

Voice integration via your existing telephony. Calls transcribed; the agent works the ticket the same way.

## Related

- [Every Ticket Sorted, Tagged, And Routed In Seconds](/en/teams/customer-support/ticket-triage)
- [A Real Reply In Minutes, Not Hours](/en/teams/customer-support/first-response)
- [VIP Customers See A Different Queue](/en/teams/customer-support/vip-triage)