Shared inbox across email, WhatsApp, and chat. SLA timers, auto-assignment, and AI-drafted responses — so your team spends time resolving issues, not triaging them.
Invoice charged twice — March
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94%
CSAT
3.2h
Avg. resolve
11
Closed today
What's inside
Daily workflow
Morning
14 open tickets, sorted by SLA urgency. 3 are flagged amber (response due within 2 hours), 1 is red (SLA already breached). Claude has drafted replies for 11 of the 14 — Neha reviews and sends the top 3 in under 5 minutes.
"Ticket #1842 — SLA breached 23 min ago. Escalated to Tier 2."
Midday
A customer messages about a duplicate charge. Claude reads the ticket, pulls the invoice from Finance, and drafts a refund acknowledgement with the correct amount and timeline. Neha approves it in one click. A credit note is raised automatically in Finance.
"Draft saved: credit note ₹2,400 → sent to accounts@example.com"
Evening
Sentinel sends a daily CSAT digest: 94% satisfaction, 2 detractors. For each detractor, a follow-up ticket is auto-created and assigned to the senior agent. Neha adds a note and tags the tickets for the weekly review.
"2 detractors flagged. Follow-up tickets #1847 and #1848 created."
Every email, WhatsApp message, and chat in one queue. Assign to agents, set priority, and track SLA status without switching tabs.
Set first-response and resolution SLAs per ticket category. Breaches trigger automatic escalations with context attached. No manual chasing.
Claude reads the ticket thread and drafts a resolution in seconds — pulling from the knowledge base and past resolved tickets. Agent reviews and sends.
A team-wide library of templated replies with variable slots. Search by keyword. Track which responses lead to highest CSAT scores.
Internal and customer-facing KB articles linked directly to tickets. Claude cites relevant articles in every drafted response.
Automatic satisfaction survey sent after ticket closure. Detractors (0–6) are flagged to the team lead within the hour. Score trends visible on the dashboard.
Rules-based escalation: by SLA breach time, tag, ticket type, or sentiment score. Escalation path is fully configurable per team.
Round-robin, load-balanced, or skill-based routing. Tickets land with the right agent automatically — no manual triage needed.
Every inbound message is scored for frustration level. High-frustration tickets surface at the top of the queue and trigger a priority flag.
Claude reads every inbound ticket, cross-references the knowledge base and past resolutions, and drafts a reply in seconds. Agents review and send — they don't start from a blank page. High-frustration messages are flagged before they escalate.
Sentinel AI
● ActiveCross-connections
Billing complaints resolved in Support automatically raise credit notes in Finance — no back-and-forth between teams.
Learn more →Repeat complainants (3+ tickets in 30 days) are flagged in CRM so the account owner can prioritise a check-in call before churn.
Learn more →SLA breaches trigger multi-step escalation workflows: notify team lead, reassign ticket, and send a customer apology — all automatically.
Learn more →3 support channels·SLA tracking per ticket·Sentiment score on every message
Book a 20-minute walkthrough and see a live ticket queue with real SLA rules.