The full support workflow in one system
Six chapters that matter most — and everything else included in the subscription. Voice Agent (AI) is an optional add-on.
Chapter 01 — The inbox
Every channel. One team.
Email, live chat, Instagram, Messenger, WhatsApp and forms flow into one shared inbox — with assignment, private notes and real-time presence so no one answers the same request twice.
- Assignment, private notes and @-mentions
- Collision detection — see who’s already replying
- Email threading with your own domain and multiple inboxes
- Anna ÓlafsdóttirWhen will I get order 4821?now
- kristin.joIs this in stock in size M?2m
- Sigríður BjörnsdóttirCan I change my address?9m
Chapter 02 — The AI
Drafts wait. You decide.
The moment a request arrives, a reply draft is ready — in natural language, grounded in your knowledge base with cited sources. Adjust the wording in one click and nothing sends without approval.
- Draft replies backed by sources, not guesses
- "Improve reply": shorter, friendlier, more formal or translated
- Summaries for long cases and automated resolution — if you allow it
- Understands and replies in the customer’s language — Icelandic, English and more
Hi Anna! Order 4821 shipped today and will arrive in 1–2 business days. You’ll get a tracking number as soon as it’s on its way.
Chapter 03 — Live chat & Kenni
Chat that knows who you are.
A lightweight chat widget that goes live with one line of code — and the only one in Iceland where customers can verify themselves with electronic ID through Kenni before the conversation starts.
- Verified national ID, name and phone number
- Typing indicators, presence and custom styling
- Real-time visitors — see who’s on your site
- Icelandic and English out of the box — add your own language
- Kenni verification is optional, priced separately per kenni.is
Your company
We reply in minutes
Verified with Kenni
Anna Ólafsdóttir · ID 120589-••••
Chapter 04 — Automation
The system watches. You rest.
Rules route, tag and prioritize requests automatically. SLA targets the system monitors for you, round-robin assignment across the team, and a satisfaction survey sent the moment a case closes.
- Rules: route, tag, prioritize, reply
- SLA monitoring with alerts before targets are missed
- CSAT satisfaction surveys after a case closes
Chapter 05 — Visibility
The numbers, clear as day.
A real-time dashboard for response time, resolution rate, load by channel and each agent’s performance — plus web analytics and live visitors. Export to CSV whenever you need deeper analysis.
- Response time, resolution rate and load in real time
- Web analytics — visits, pages and traffic sources
- Live site visitors, performance by agent
- CSV export for deeper analysis
Avg. reply time
2.4 min
Resolution rate
63%
Satisfaction
4.8/5
Chapter 06 — Your brand
Your name. Our engine.
On the Business plan and above you remove all Spjallbox branding: your own logo, your own colors and a custom domain like inbox.yourcompany.com. Your customers see only your brand.
- Your own logo, name and color everywhere
- Custom domain with automatic DNS verification
- Chat widget, portal and emails — all under your brand
- Multi-brand: up to 3 separate brands on Business, unlimited on Enterprise
Your customers see only your brand — in the chat widget, the portal and every single email.
And everything else
The details that remember everything.
Multiple languages
Icelandic and English built in — add more languages and the AI translates automatically.
Canned responses
Saved replies and actions the team shares — a full reply with one shortcut.
Powerful search
Search every case, contact and knowledge article instantly.
Custom views
Saved filters like "My cases", "VIP" and "Awaiting reply" for the whole team.
Case merging
Two requests about the same issue become one — the history comes along.
Tasks in cases
Checklists and follow-ups right inside the case so nothing is forgotten.
Customer portal
A secure portal where customers can track their own cases.
Contacts & timeline
Every past interaction with a customer on one timeline.
Multiple inboxes & own domain
sales@, support@, billing@ — all with threading and their own signature.
Business hours
Automatic replies outside opening hours with expected response time.
Roles & audit log
Owner, admin, agent and viewer — every action traceable in an audit log.
Push notifications
Web push on desktop and mobile so no case waits too long.
Mobile & desktop apps
iOS, Android, Mac and Windows — plus a web app (PWA) if you prefer.
Web analytics
Visits, pages and traffic sources — separate from support reports.
GDPR tools
Export and delete customer data in one place.
Public help center
Publish your knowledge base as a help center for customers.
Round-robin assignment
New cases spread evenly across the team — or by your own rules.
Agent performance
Response time and throughput per agent, compared across periods.
Voice Agent (AI)
The same brain answers phone calls — optional add-on, set up with us.