One inbox for
every conversation.
Give your teams one shared workspace to manage customer conversations across channels, with clear ownership, full context and AI ready to handle the routine before your agents step in.
From customer message to the right person.
Every conversation moves through the same connected workflow, automatically based on the rules your business defines.
Conversation arrives
Customer conversations from supported channels come into one workspace instead of separate inboxes and tools.
AI understands
Vaya can understand the request, answer routine questions and collect information before human assistance is needed.
Smart routing
DLVRD identifies the appropriate department, queue or agent based on your routing rules.
Agent takes over
The agent receives the conversation with its history and customer context already available.
Resolve & track
Ownership and status stay visible until the conversation is completed.
Customer → AI → Route → Agent → Resolve
Every agent sees the full story, not just the last message.
Give your team the context they need before they reply. Customer information, previous conversations and internal activity stay available alongside the conversation.
- Customer information
- Conversation history
- Previous interactions
- Tags
- Assigned department & agent
- Internal notes
No more "Can you explain that again?"
When another agent or department takes over, the conversation continues with its context intact.
AI handles the routine. Your team handles what matters.
Let Vaya take the first step when appropriate, then bring in a live agent when the conversation requires human attention.
- 24/7 AI assistance
- AI-to-human handover
- Conversation history on takeover
- Automatic routing after escalation
The customer doesn't start again when the AI stops. Your agent continues where it left off.
Reaches out from WhatsApp, SMS, email or another connected channel.
Answers routine questions, understands intent and collects information.
Takes over with the full conversation history and context already available.
Organize conversations around how your business actually works.
Create departments and queues that match your organization, then automatically send each conversation where it belongs.
One customer. Multiple departments. No lost context.
Sales → Support → Billing → After-Sales
Transfer conversations between teams while keeping the history connected.
Sales
New leads and commercial inquiries
Customer Support
Questions and customer assistance
Billing
Invoices, payments and account requests
After-Sales
Service and existing customer support
Reservations
Bookings and appointment requests
Every conversation has an owner.
Keep responsibility clear from the moment a conversation enters the inbox until it's resolved.
Everyone knows who's handling what, and supervisors can see where attention is needed.
See what needs your attention now.
Give agents focused views of their workload instead of making them search through every conversation.
Filter the inbox your way.
Channel · Department · Agent · Tag · Status · Date
All Conversations
Everything your team can access.
Assigned to Me
Conversations owned by the logged-in agent.
Unassigned
Waiting for an agent.
Open
Active customer conversations.
Overdue
Conversations that have exceeded your response rules.
Missed
Customer interactions that weren't handled in time.
Closed
Completed conversations and their history.
Everything your agents need, beside the conversation.
Give teams the tools to resolve conversations without jumping between screens.
Type a reply…
Less searching. Less switching. Faster conversations.
Hand over the conversation, not the problem.
Move conversations between agents and departments while keeping internal context separate from what the customer sees.
Agent A
Adds internal context.
Agent B
Sees the history and continues.
Know exactly when you can reply.
See the remaining WhatsApp customer service window directly inside the conversation so agents know when they can continue normally and when an approved template is required.
Your team doesn't need to calculate the WhatsApp window manually.
Window open
18h 42m
See what's happening across your team right now.
Give supervisors visibility into conversations, queues and agent workload so they can act before customers are left waiting.
12
Active conversations
4
Waiting
2
Overdue
8
Agents online
Understand how your teams are handling conversations.
Track the operational metrics that help you improve customer service across agents and departments.
See performance by agent, department and channel from one place.
What changes when your team works from one inbox.
The old way
Unified with DLVRD
Separate channel inboxes — agents jump between tools to find customer conversations.
Supported conversations come together in one workspace.
Unclear ownership — multiple agents respond, or nobody does.
Every conversation has a visible owner and status.
Manual triage — teams spend time deciding where every request belongs.
Routing rules automatically send conversations to the right destination.
Lost context — customers repeat themselves after every transfer.
History and context follow the conversation between agents and departments.
AI and agents work separately — customers start again when a bot can't help.
Agents take over from Vaya with the conversation already in front of them.
Managers react too late — problems become visible only after customers complain.
Supervisors see queues, workload and overdue conversations in real time.
Frequently asked questions
What is a unified inbox?
A unified inbox is one shared queue holding conversations from every channel a business uses, instead of one inbox per channel. In DLVRD, WhatsApp, SMS, email, voice and social conversations all arrive in the same place, with the customer's full history attached, so any agent picking one up has the context to answer.
Can several agents work the same WhatsApp number?
Yes. That is one of the main reasons businesses move from the WhatsApp Business app to the API. Multiple agents work one verified number from the shared inbox, with conversations routed to the right department and assigned to an individual so two people do not answer the same customer twice.
How do conversations get to the right person?
Conversations can be routed by department and assigned to an agent, and an AI agent can handle the opening exchange and hand over to a human when the question needs one. The handover carries the conversation with it, so the customer does not repeat what they have already explained.
What visibility do supervisors get?
Supervisors see team and agent performance across channels from the same platform, alongside the conversations themselves, rather than reconstructing it from separate per-channel reports.
Turn every customer touchpoint into a better experience.
Bring conversations, campaigns and AI in one platform built to help your business connect, respond and grow.