Product
Learn all you need to know about using Resool's features: inbox, contacts, workflows, AI, broadcasts and more.
Reply to every conversation from one shared inbox.
Inbox OverviewLearn how the Resool Inbox brings WhatsApp, Instagram, Messenger, email, live chat and other channels into one shared inbox your whole team works from.Conversation Views and FiltersFind the right conversations fast with Inbox views, status and sort options, unread and unreplied filters, channel and tag filters, and conversation search.Custom InboxesCreate custom inboxes in Resool that save filters by channel, lifecycle stage, contact tag, team and assignee, and share them privately, with chosen teammates or with everyone.Replying to ConversationsReply to customers from the Resool composer with text, emoji, files, voice notes, snippets, variables, forms and booking links, on WhatsApp, email, chat and every other channel.Messaging Windows and TemplatesUnderstand the WhatsApp 24-hour window and the reply limits on Messenger, Instagram, TikTok and WeChat, and send an approved message template from the Resool Inbox.SnippetsSave replies you send often as snippets with text, contact variables and files, then insert them in any Resool conversation by typing / and the snippet's ID.Internal Notes and MentionsAdd internal notes to Resool conversations that only your team can see, mention teammates with @ to notify them, and add them as collaborators automatically.Assigning ConversationsAssign Resool conversations to a teammate or an AI agent, take over from AI, add collaborators, assign in bulk, and set up automatic assignment for each channel.Conversation Status, Snooze and CloseKeep your Resool Inbox tidy by marking conversations pending, snoozing them until later, closing and reopening them, marking them important, merging and blocking.Closing Notes and Auto-closeSet up closing notes so agents record a category and summary when they close a Resool conversation, and auto-close conversations when the contact stops replying.Contact Details PanelUse the contact details panel in the Resool Inbox to see and edit a contact's channels, fields, company, tags and notes, and their files, activity, deals, tasks and tickets.AI Assist in the InboxUse AI in the Resool Inbox to suggest replies from your knowledge base, summarize conversations, change tone, translate, fix grammar and work alongside AI agents.Keyboard ShortcutsEvery keyboard shortcut in the Resool Inbox, from moving between conversations and replying to assigning, snoozing and closing, plus composer and app-wide shortcuts.
Profiles, fields, tags, lifecycle, segments, import and merge.
Contacts OverviewLearn how the Contacts module stores every customer who messages you, and how to search, filter, sort into segments and manage people and companies.Contact ProfileSee everything about one customer on their contact page: details, channels, lifecycle, tags, companies, conversations, satisfaction ratings, deals and change history.Contact FieldsCreate custom contact and company fields to store extra customer data, choose where they show in the inbox, and rename, hide or reorder the built-in fields.TagsUse tags to label contacts and companies (like VIP or Wholesale), then filter, segment, route and automate with them across the inbox, broadcasts and workflows.Lifecycle StagesSet up lifecycle stages to track where each contact or company is in your sales journey, with a default stage, a won stage, lost stages and an inbox per stage.SegmentsGroup contacts into dynamic or static segments using tags, channels, lifecycle, activity and custom fields, then use them as broadcast audiences.Importing ContactsImport contacts or companies from a CSV or Excel file, map each column to a Resool field, and update existing contacts instead of creating duplicates.Merging ContactsFind duplicate contacts that share an email or phone, merge them into one profile with all their conversations and channels, and unmerge a channel if needed.CompaniesKeep the companies and brands you work with in Resool, link people to them with their roles, and see each company's conversations, projects, tags and files.Contact Data and PrivacyControl who sees contact emails and phone numbers, export or erase a contact's personal data on request, record WhatsApp marketing consent and block unwanted contacts.
Automate routing, replies and follow-ups.
Workflows OverviewLearn what Resool Workflows are, how a trigger and steps automate conversations, and how to create, publish and monitor a workflow.Workflow TriggersEvery trigger that can start a Resool workflow, from new conversations and keywords to tags, calls, webhooks, store orders and form responses.Workflow StepsA reference for every Resool workflow step: messages, questions, WhatsApp templates, branches, waits, contact and conversation updates, HTTP requests and app steps.Building Workflows with AIDescribe a workflow in your own words, by voice or text, and let Resool build the trigger and steps for you to review, edit and publish.
AI Agents, knowledge, AI Assist and the Assistant.
AI AgentsCreate AI Agents that answer customers 24/7 from your knowledge, update contacts, assign and close conversations, and hand off to your team.AI Agent SkillsGive your AI Agent skills to assign and close conversations, update lifecycle stages, contact fields and tags, and leave comments, with clear rules and limits.AI Agent Hand-off and TestingControl when your AI Agent hands conversations to your team, which team gets them and what the customer is told, then test and review the agent before going live.Knowledge BaseTeach Resool's AI your business by adding articles, web pages and files to the knowledge base that AI Agents, AI Assist and website chat answer from.AI AssistSet up AI Assist, which suggests replies to your agents in the inbox from your knowledge sources and snippets, with the persona and limits you choose.AI PromptsManage the AI Prompts your agents use to rewrite drafts in the inbox: switch built-in prompts on or off and add up to four custom prompts.AssistantAsk Resool's built-in Assistant how to do anything, by text, voice or screenshot, and let it set up AI agents, workflows, tags, snippets, teams and spaces for you.
WhatsApp campaigns and message templates.
Broadcasts OverviewSend approved WhatsApp and Messenger template messages to a segment of contacts at once, schedule them, and track delivery, reads, replies and cost.Creating a BroadcastStep-by-step guide to sending a WhatsApp or Messenger broadcast in Resool: pick channels, a segment and an approved template, fill variables, then send now or schedule.Broadcast ReportsTrack each broadcast's sent, delivered, read and replied rates and cost, see why messages failed, check every recipient, and pause, resume or cancel sending.WhatsApp Message TemplatesCreate WhatsApp and Messenger message templates in Resool, submit them to Meta for approval, sync existing ones and use them in broadcasts, the inbox and workflows.
Track issues with SLA policies and a support form.
Tickets OverviewLearn how Resool tickets track customer issues from conversations, a support form and email, with priorities, SLA timers and saved views.Creating and Working on TicketsCreate tickets from the Tickets page or a conversation, then filter, assign, reply, add notes, change status and save views to work through them.SLA PoliciesSet first response and resolution targets per ticket priority, choose which tickets each SLA policy covers, and track timers, warnings and breaches.Support Form and Email to TicketTurn on a public support form and a forwarding address so requests from your website and support mailbox become Resool tickets automatically.Ticket NotificationsKeep customers updated on their tickets by email and WhatsApp, and alert your team about assigned tickets and SLA deadlines.
Track sales from conversation to won deal.
Plan and track work in flexible spaces.
Spaces OverviewSpaces let each team track its own work in Resool, such as hiring, content, requests or projects, with its own fields, statuses, views and access.Space ViewsSee a space's items as a list, table, board, calendar, timeline, workload chart, dashboard or sprints, then filter, group, sort and save views.Working with ItemsCreate, assign, schedule and track items in a Resool space with sub-items, checklists, dependencies, time tracking, comments, templates and CSV import.Fields and StatusesSet up a space's statuses and custom fields in Resool, including dropdowns, money, people, contacts, companies, lookups, relationships, rollups and formulas.Space AutomationsAutomate routine steps in a Resool space. When an item is created, changes status or a field changes, set status, assign, set fields, notify or comment.My WorkMy Work collects the items assigned to you from every Resool space, sorted by when they're due, together with your reminders, so you know what to do next.
Screen recordings, forms and satisfaction surveys.
Screen RecordingsRecord your screen, camera and voice in Resool, or upload a video, then trim it, tag it and send it in a conversation, task or ticket.Sharing RecordingsChoose who can watch a Resool recording, share a public link with a password and expiry date, collect timestamped comments and see who watched.FormsBuild multilingual forms and surveys in Resool with 17 question types, publish them as a branded page, send personal links from conversations and see results.Satisfaction SurveysSend customers a CSAT survey when a conversation closes, with star or thumbs ratings, an optional comment, and results per agent and channel in Reports.
Team chat, notifications and search.
Team ChatUse Resool Team chat to talk with teammates in channels and direct messages, with threads, reactions, @mentions, files, voice messages and screen recordings.NotificationsUse the Resool Notification Center to see mentions, assignments, replies, SLA warnings and reminders, archive what you've handled and open each item in one click.Search and AvailabilityUse the Resool command menu (⌘K) to find contacts, conversations, pages and settings, and set your status to Online, Away or Offline to control auto-assignment.
Measure conversations, satisfaction, tickets, sales and broadcasts.
Reports OverviewSee every Resool report in one place, pick a date range, compare it with an earlier period and click any figure to drill into the details.Conversation ReportsMeasure conversation volume, first response and resolution times, channel mix, busiest hours and each teammate's performance in Resool.Live DashboardSee what's happening in your inbox right now: open and waiting conversations, unassigned and overdue work, and who's online, updated every 30 seconds.Satisfaction ReportsSee how customers rate your support after a conversation closes: CSAT score, response rate, ratings, results by agent and channel, and their comments.Ticket, Sales and Broadcast ReportsTrack ticket volume and SLA compliance, sales won and pipeline value, and broadcast delivery, reads and replies in Resool's reports.
Resool on iOS and Android.