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NewPazau Agent 3 is here: Procedures that test themselves before they go live
Pazau Inbox

Your team and your AI, in one queue.

Pazau Inbox is the omnichannel workspace where people and Pazau Agent work the same conversations. When the AI hands off, your agent gets the whole story, a drafted reply, and the next best action.

Book a demoSee Pazau Agent
Email, chat, WhatsApp, SMS, social, voiceAI copilot in every conversationSLA and routing engineCustomer 360 from your CRM
Copperline Outfitters · Inbox
Search conversations, customers, orders…
  • Marcus Reid
    Order #CO-29481 arrived damaged
    Drafted
  • Aisha Khan
    Can I change delivery to Friday?
    Resolved
  • Tomás Ruiz
    Refund still not showing on card
    Needs human
  • +1 (312) 555-0199
    Voicemail · warranty question
    Summarized
  • Jen Park
    Bulk order for our team offsite
    Routed
  • Olu Adeyemi
    Promo code SUMMIT20 not working
    Resolved
−46%
median handle time on conversations handed off from Pazau Agent
3.1×
more conversations per agent hour after 90 days on Inbox
98.7%
of first-response SLAs met across Business and Enterprise workspaces
0
customers who have to repeat themselves after a handoff
Copilot

Every human agent gets a copilot. It already read the thread.

The same Procedures and Actions that power Pazau Agent sit beside your team. Copilot summarizes, drafts the reply, and recommends what to do next. Your agent stays in control of what gets sent.

Inbox · Tomás Ruiz · Refund still not showing on card
Copilot summary

Refund of $186.40 for order CO-29102 was issued Sep 19 by Pazau Agent. Customer says it is not on his Visa statement. Stripe shows the refund succeeded; bank settlement typically takes 5–10 business days. Second contact on this issue; sentiment frustrated.

It's been 8 days and the refund still isn't on my card. This is the second time I'm asking.
Drafted replyProcedure: Refund status v4 · tone: warm

Hi Tomás, I'm sorry you've had to follow up. I checked, and your refund of $186.40 was sent to your Visa ending 4417 on September 19. Your bank shows it as processing; it should post by October 3. I've attached the refund reference (ARN 7461 2290 8813) so your bank can trace it.

ShorterMore formalTranslate
Send
Next best action: apply $15 goodwill credit (repeat contact, LTV $2.4k)

Summaries

A three-line brief on open, with what the customer wants, what's been tried, and what the systems say.

Drafted replies

Grounded in your knowledge base and live Action results. Agents send drafts unchanged 62% of the time.

Next best action

Recommends the Procedure step or Action to run next, like a goodwill credit, a reship, or an escalation, with the reason.

Live translation

Agents write in their language and customers read theirs. Both sides of the thread are stored in the original and in translation.

Omnichannel

Every channel in one thread, per customer.

A customer who emails, then chats, then calls shows up as one conversation history. Switch channels mid-conversation without losing context, and reply on whichever channel the customer used last.

Email
Live chat
WhatsApp
SMS
Social DMs
Voice
Routing

The right conversation reaches the right person first.

Skills-based, load-aware routing that reads what the conversation is about, not just which form it came from. Pazau classifies driver, language, sentiment, and value on arrival, then routes by your rules.

  • Skills, language, tier, and driver-based assignment
  • Capacity limits per agent and per channel (e.g. 3 chats, 1 call)
  • Sticky routing sends a returning customer to the agent who last helped them
  • Overflow to BPO partners with scoped, per-queue access
Settings · Routing rules
4 active
  • if Language = de, sv · Tier = GoldEU Premium teamskills: German, Swedish
  • if Driver = card disputeDisputes specialistsPCI-trained only
  • if Sentiment = angry · 2nd contactSenior queuepriority +2
  • if Pazau Agent handoffOriginal assignee if onlineelse round robin
Capacity-aware · respects agent status and max concurrent chatsp50 route 140ms
SLAs

SLAs your team can see coming.

Set first-response and resolution targets by channel, priority, and customer tier. Inbox counts in business hours per team calendar, warns before a breach, and escalates automatically.

Targets
First response, next reply, resolution
Calendars
Per team, per region, holidays included
On breach
Reprioritize, reassign, or page a lead
Reporting
Live in Inbox, historical in Insights
SLA policies · Enterprise tier
Chat · first response
60s
Email · first response
2h
WhatsApp · next reply
15m
Priority · resolution
4h
3 conversations breach in < 10 min · escalated to team lead
Built for the floor

The details that make 400 agents feel like one team.

Inbox is designed for large, busy teams: keyboard-first, fast on big queues, and strict about who is working what.

Collision detection

See who is viewing or typing in real time. Replies are locked to one agent, so two people never answer the same customer.

Macros with variables

Macros pull live data ({{order.eta}}, {{policy.deductible}}), can trigger Actions, and adapt to the customer's language and channel.

Customer 360 sidebar

Orders, bookings, policies, and past conversations from Salesforce, Shopify, Amadeus, or Guidewire, beside the thread.

Warm AI handoff

When Pazau Agent escalates, the agent gets the Trace, the reason for handoff, and a draft. Median time to first human reply: 38s.

Internal notes and mentions

@mention a teammate or a Slack channel from inside a conversation. Approvals for Actions show up inline.

Views and bulk actions

Saved views for any filter, keyboard triage (J/K/E), and bulk tag, merge, or close on thousands of conversations at once.

Migration

Switch in a weekend, or keep your helpdesk.

Many teams move to Pazau Inbox from Zendesk, Salesforce, or Freshdesk with a full history import. Others keep their helpdesk and run Pazau Agent inside it. Both work.

  • Full history import: tickets, users, tags, macros, and attachments
  • Parallel run mode mirrors your existing queue during cutover
  • Macro and trigger converter for Zendesk and Salesforce
  • Median migration: 11 days for teams under 200 seats
See helpdesk integrations
FAQ

Questions about Pazau Inbox.

Is Copilot included in every seat?+
Yes. Summaries, drafted replies, next-best-action, and translation are included in Growth, Business, and Enterprise seats. You only pay per resolution when Pazau Agent resolves a conversation on its own.
Do drafted replies count as AI resolutions?+
No. If a person sends, edits, or approves a message, the conversation is not billed as an AI resolution.
Can we use Pazau Inbox with our BPO?+
Yes. BPO agents get their own seats and roles, scoped to specific queues and brands, with SSO and IP allowlisting on Business and Enterprise.
Which CRMs can populate the customer 360?+
Salesforce, HubSpot, Microsoft Dynamics, Shopify, and any system you connect through Actions. Fields are configurable per brand and per team.
How is Inbox priced?+
Per seat per month: $89 on Growth and $149 on Business, billed annually. Enterprise pricing is custom. See the pricing page for the full comparison.

See what your team could resolve.

Bring 1,000 of your real conversations. We'll show you, in a 30-minute call, how many Pazau Agent resolves end-to-end.

Book a demoSee pricing