Communications
XBuddy Communications is the omni-channel hub where every customer and team conversation lands in one place. Connect your business email, Slack, Telegram, and Zalo, and every inbound and outbound message flows into a single unified Inbox — no more jumping between apps or losing track of who replied.
Who uses it: support agents handling customer questions across channels, sales reps keeping email threads tied to their contacts, and team members chatting internally. Because conversations link back to CRM contacts and Service Management tickets, everyone sees the full history behind each thread.
Key Features
- Unified Inbox aggregating email, Slack, Telegram, and Zalo into one thread list
- Two-way Email channel (SMTP send + IMAP poll) so replies sync automatically
- Native Slack, Telegram, and Zalo channel connectors with encrypted credentials
- Internal Team Chat for staff-to-staff messaging and @mentions
- Canned/quick responses for common replies
- SLA tracking on conversations (first-response and resolution timers)
- Conversation assignment, tagging, and resolve/reopen status
- Contact auto-linking so external messages attach to the right CRM record
- Reports on channel volume, response time, and SLA compliance
- AI Chat copilot and the Communications Concierge assistant for triage
Important features
Full feature reference
| Nav item | What it does |
|---|---|
| AI Chat | Conversational copilot that can summarize threads, draft replies, and route questions to the right assistant across your data. |
| Inbox | The unified conversation list spanning all connected channels. Read, reply, assign, tag, and resolve threads from one screen. |
| Two-way email channel view (SMTP send + IMAP receive). Manages the mailbox connection and shows email-only conversations. | |
| Slack | Slack channel connector. Inbound Slack messages appear in the Inbox and outbound replies post back to Slack via the bot token. |
| Telegram | Telegram bot connector. Two-way messaging with customers on Telegram, credentials stored encrypted. |
| Zalo | Zalo Official Account connector for the Vietnamese market, with encrypted access-token delivery. |
| Team Chat | Internal staff-to-staff messaging with @mentions, group channels, and file sharing — kept separate from customer channels. |
| Reports | Analytics on message volume per channel, average first-response and resolution time, and SLA compliance. |
| AI Hub | Central place to run the Communications Concierge assistant and review its triage suggestions. |
| Workflows | Automation builder for communication events — auto-assign by keyword, escalate stale threads, or notify on SLA breach. |
| Settings | Connect/manage channels, encrypt credentials, define canned responses, set SLA targets, and configure permissions and data scope. |
Integration points
| Connects to | How the data flows |
|---|---|
| CRM | Inbound messages are matched to the sender’s contact so email/chat threads appear on the CRM activity timeline automatically. |
| Service Management | A conversation can be converted into (or linked to) a support ticket, keeping the channel history attached to the case. |
| Documents | Attachments received or sent in conversations are stored and versioned in Documents. |
| Workflow Management | Communication events (new message, SLA breach) can trigger cross-app workflows and approvals. |
Related AI agents
| Agent | What it does |
|---|---|
| Communications Concierge | Triages the multi-channel inbox, suggests replies and tags, flags SLA-risk threads, and can apply conversation tags on approval. |