Your whole team answering from one queue.
WhatsApp and Instagram land in the same inbox. New conversations get an owner right away, the clock runs on screen, and the customer's record opens alongside with everything they've said.
Sign up through the site and get a US$5 test credit.
The CCX Messages inbox. Fictional data.
Everyone opens the inbox and knows where to start.
Built-in views separate what's yours, what has no owner and what's about to miss its deadline. Filter by channel and by agent without building a spreadsheet.
The 24-hour window under control
On WhatsApp, once 24 hours pass since the customer's last message, the text field locks and the inbox opens the approved-template picker.
Fictional data.Internal notes and saved replies
The team discusses the case inside the conversation without the customer seeing it. Type / and pick a saved text, image or audio.
Fictional data.New conversations arrive with an owner.
Round-robin spreads conversations across the people in the rotation, keeping an eye on each one's load. Anyone taken out of the rotation keeps the conversations they already own and stops getting new ones.
- Rules by tag, area code and priority pick the right team.
- A conversation that missed its deadline can move up to another team.
- Each team has its own hours and someone on duty outside them.
- Whoever starts the conversation with a customer keeps it.
- The supervisor panel shows each agent's load and reassigns unowned conversations in one click.
The clock runs every time a customer is left waiting.
The clock starts when the customer writes after your last reply. Back-to-back messages count once, and replying resets it. The deadline follows the conversation's priority, and the dashboard alerts you when it's missed.
The slowest replies went from 6.4 hours to 1.7 hours.
At Etiquetas e Adesivos, a Brazilian label maker, the p90 per turn took 6.4 hours on their previous tool. Over the last 30 days on CCX, it took 1.7 hours.
Production data from Etiquetas e Adesivos. Before: May to Aug 2026, history migrated from the previous tool. After: Sep 5 to Oct 5, 2026.
The customer's record opens next to the conversation.
Seven tabs with everything the business has been through with that person, on any channel. Nobody has to ask again.
Pay per message. No per-seat fees.
Bring your whole team into the inbox. You pay the monthly plan, the messages and the AI interactions; headcount isn't part of the bill.
International price list in US dollars. The WhatsApp price depends on the destination country and the message category.
The Essential plan covers up to 5,000 messages a month; above that, the plan follows the volume. Messages and AI interactions are billed on top.
Questions from teams setting up their queue
Still unsure? Talk to the team that runs the platform.
How much does each seat cost?
Nothing. You pay the monthly plan, the messages and the AI interactions. Adding people to the team doesn't change the price.
Can I split the work by team?
Yes. Each team has its own people, numbers and business hours, and routing rules send each conversation to the right team.
How do I take someone out of the rotation?
Just switch off their rotation. They keep handling what's already theirs and stop getting new conversations; when transferring, their name shows as out of rotation.
What happens when the 24-hour window closes?
On WhatsApp, the free-text field locks and the inbox opens the approved-template picker, which is what Meta accepts outside the window. When the customer replies, the conversation goes back to normal.
Who can see what?
There are nine access roles, from owner to read-only, each with its own permissions. The organization can turn on two-step verification for every member.
Can I bring contacts and conversations from another tool?
Contacts come in by spreadsheet or through the API, and past conversations can be imported through the API into the inbox history.
Your whole team, in the same conversation.
Sign up through the site and get a US$5 test credit.