A tour

Three ideas, and one rule.

Most of this is a shared inbox. You know how those work. Here is the part that is not obvious: three things your agents will use forty times a day, and one thing the software will never do.

Catch Me Up

Forty messages. Three handoffs. A Friday afternoon in there somewhere. It lands on you at 9am Monday and the customer is already annoyed.

Catch Me Up reads it and tells you what happened, what was promised, and what you still owe. It sits folded at the top of every thread until you want it.

A conversation thread with the Catch Me Up summary at the top and an internal note partway down — A real thread in the sandbox workspace — including the internal note halfway down, which the customer never sees. Nothing here is a mockup.

Precedents

Someone answered this before. Probably well. Probably in March. Probably in a thread nobody can find.

Precedents are the resolved conversations that actually match, ranked by fit and recency. A weak match gets dropped. A bad precedent is worse than none.

A draft that uses them says so: Drafted from 3 Precedents, each one a click away. Check the working instead of trusting it.

Why not embeddings?

On day one you have no resolved conversations. A vector index returns exactly as much from nothing as a text search does. Support writing is also dense with literals — "SSO", "seat", "429" — which is where text search is strongest. We will ship the fancy version when there is something to be fancy about.

The Bracket

Here is the bit nobody else does.

A draft is easy to write and easy to send without reading. So ours does not finish. It stops at the one call a machine should not make — a refund, a date, a promise about a ship date — and leaves a gap instead of guessing.

draft · not sent

Hi Dana — I can see the change on our side. The eleven seats were marked inactive rather than removed, and inactive still bills. I've corrected it, and your seat count will read eleven fewer on a refresh. ‹whether to credit the April charge is your call — say the word›

Send is disabled until that Bracket is gone.

So the edit is real work, not a hurdle. You are not retyping a sentence to satisfy a rule. You are making the call.

There is no send-as-is button. Not disabled, not hidden behind a setting. It was never built.

Enforced by a database constraint, a missing enum value, and a test that fails the build.

How people reach you

Two doors, one room.

A chat widget and an email address. Both land in the same inbox, threaded, attachments intact. No third channel. No routing rules.

The widget

One bubble. No account needed. Close the tab before we answer and we email you the reply. One script tag.

The Goodcomms chat widget showing a customer question and a named agent's reply

Email

Point your support address at us. Mail becomes a conversation. Your answer threads properly. Screenshots arrive instead of vanishing.

When a reply bounces, the thread says so. You stop wondering why a customer went quiet.

Things that took us longer than expected

In-Reply-To threading. Quoted-history stripping that does not eat the reply. Out-of-office loop detection. A sending domain that stays out of spam. All boring. All the reason people give up building this themselves.

The rest of it

All of these have the same answer.

Which is yes.

Yes Can I leave internal notes my customer never sees?
Yes Can I assign a conversation to someone?
Yes Can I snooze one until Thursday?
Yes Can I tag things and filter by tag?
Yes Can I search everything, including old threads?
Yes Can I save replies I type constantly?
Yes Can I use keyboard shortcuts?
Yes Does it work on a phone?
Yes Can I see what a customer told us last year?
Yes Can I send and receive attachments?
Yes Will replies thread properly in Gmail and Outlook?
Yes Can I use my own sending domain?
Yes Do I find out if my reply bounced?
Yes Can anonymous visitors write in without signing up?
Yes Do they get emailed if they miss my answer?
Yes Can I bookmark a filtered view of the inbox?
Yes Can I turn the AI off completely?
Yes Is it still a complete helpdesk if I do?
Yes Can I export everything and leave?
Yes Will a person answer if I email support?

And what it won't do

The short list of nos

Better now than in week three.

No Can the AI answer a customer for me?
No Is there a help centre or knowledge base?
No Are there SLAs, or compliance certifications?
No Is there a free plan?
No Can I build automated workflows and routing rules?
No Are there product tours or outbound marketing campaigns?

The first is permanent. The rest are just a young product. If one of them is a dealbreaker, tell us.

Come and break it.

We onboard by hand and do the move with you.

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