Create amazing customer experiences with collaboration tools for email support.
Inboxes For Teams
Redirect your support emails to SwiftDesk and take advantage of the team collaboration, productivity, and reporting tools to deliver excellent customer service.
Reply In SwiftDesk
Reply to emails directly in SwiftDesk and maintain a complete history of your customer interactions in a central location the whole team can access.
Add notes to conversations that only agents can see, allowing you to capture additional information and keep everyone up to speed on your progress before replying.
See when other agents are viewing a conversation to prevent duplicate effort.
Explicitly take ownership of conversations through the assignment system and signal to other agents when a conversation is already being worked on.
Create multiple brands and view conversations with customers in a single consolidated view. Brands are clearly identified in each conversation, and the matching email address for the brand is used when you reply.
SwiftDesk automatically hides email signatures and 'reply with history' quotations, so you only see the part of the email that matters - keeping you focused and fast.
Save time and ensure consistency through reply templates. Create your own library of templates with dynamic placeholders and respond to common questions in seconds.
Choose from a wide range of formatting options to create HTML email replies.
Quickly access the history of conversations across your team and for a specific customer. A central location for all your interactions ensures the whole team can see the history, and you won't lose replies in one person's sent box.
View profile pages for your customers, including key information and a history of their previous conversations with you for easy navigation.
Closed conversations are automatically re-opened if the customer replies again within a specific time that you can configure. This ensures you have an accurate understanding of when a conversation has been completed, and all the history at your fingertips if one is re-opened.
Unique Email Address
Every brand in SwiftDesk is automatically issued its own email address on the swiftdesk.io domain. For example, firstname.lastname@example.org. This gives you a great looking support address that includes your brand name, without the cost or complexity of maintaining any other address.
Custom Email Addresses
Send emails from SwiftDesk using your own external address (i.e., email@example.com) with just a simple configuration and a verification process.
Optionally choose to use DKIM verification when sending emails from your own address to help you beat spam filters and ensure maximum email deliverability.
Sound & Desktop Notifications
Optional audio and desktop notifications let you know when a new chat or email has been received, even if SwiftDesk is not in focus on your desktop. Continue with your other tasks and SwiftDesk will let you know when you need to jump back in.
Support customers in real-time with live chat directly in your website or web application.
Deploy live chat easily with a single line of code to be added to your website, or added directly to your CMS.
Your customers will only see the live chat option when you are genuinely logged in and available to chat. No customer frustration due to misrepresented chat availability.
We use web socket technology for the fastest possible connection and exchange of messages between you and your customer.
SwiftDesk chats can be instantly restored when the customer changes pages on your website, or even if they leave your website altogether and return later. Chats are never lost due to a page refresh or connection loss.
Set your individual chat availability so you can use SwiftDesk without necessarily activating the live chat option on your site.
Convert chats to conversations when they are completed so you can view them together with conversations you have had with your customer over other channels.
Receive instant notifiations, including optional audio notifications, when new chat requests are received from customers, even if SwiftDesk is running in the background.
Missed Chat Handling
If chat requests from customers go unanswered, SwiftDesk will apologise and automatically create an open conversation in your inbox for you to reply to the customer later by email.
Users are automatically logged out of chat if they fail to respond to a chat request, putting the chat feature offline and ensuring additional customers will not experience the same frustration.
Every knowledge base running on SwiftDesk has its own unique subdomain. i.e., yourcompany.swiftdesk.io so you can access your site from have a unique URL that includes your brand name.
Custom Domain Names
Optionally choose to use your own domain name to access your knowledge base instead of the default subdomain at swiftdesk.io.
Public Knowledge Bases
Create publicly accessible knowledge bases that everyone can access. Simply share the link with your customers and add it to your website to direct them to your product and service information.
Internal Knowledge Bases
Optionally lock down your knowledge base to internal users you have authorized on a specific brand. Distribute your internal product, procedure, and policy information securely and control who has access.
Unlimited Knowledge Bases
Create as many knowledge bases as you like — including multiple knowledge bases on a single brand - without anything extra to pay.
Create as many articles as you like within each knowledge base.
Select a custom theme color to be used throughout your knowledge base to highlight key information such as links and buttons.
Upload a custom logo to appear at the top of your knowledge base.
Upload a custom favicon for your knowledge base site. Use the highest resolution you have available, and SwiftDesk will automatically take care of creating versions in the resolution and formats needed for the most common devices.
Custom Background Image
Upload a custom background image to appear across the home page of your knowledge base to help reinforce your brand.
Custom Social Sharing Image
Upload a custom image to be used when your articles are shared on social media.
Create categories within your knowledge base to organize your articles.
Drag and drop categories into your desired order to control the way they appear in your knowledge base.
Drag and drop articles within the category editor to ensure they are presented in a meaningful order within each category.
Choose from a wide range of formatting options for your articles.
Upload attachments to your articles and easily drag and drop images into the text editor to make them appear inline.
Automatic Image Optimization
Uploaded images are automatically resized and optimized for distribution over the web, saving you the time of manually adjusting images to keep your site fast.
See the volume of articles people have viewed and which articles are the most popular with real-time dashboards.
Understand what customers are searching for and which search terms they are using that are not yielding results. Use this analysis to find ways to expand and optimize your knowledge base, or maybe even your product or service.
Check how many articles you are making available in your knowledge base over time, helping ensure you are expanding your content when relevant.
Complete additional fields to describe your article, and SwiftDesk will automatically create meta tags and JSON+LD structured data to ensure your articles are SEO-friendly and can be understood by Google and other search engines.
Machine Learning Search
SwiftDesk analyzes how search terms match the selected article to learn and improve its suggestions for the future.
SwiftDesk provides article suggestions in real-time as you type in the search box — ensuring you can find the article you need as fast as possible.
Twitter Sharing Tags
When you have a Twitter account for your brand, you can associate it with your knowledge base, and SwiftDesk will generate additional meta tags on your pages to optimize them for sharing on Twitter.
Help customers search your knowledge base and contact you with embedded widgets.
Embedded Knowledge Base
Connect a knowledge base to your widgets so customers and visitors can search your knowledge base articles directly from your website or web application.
Optional Live Chat
Choose to enable a live chat option within your widget so customers can reach out to you in and real-time.
Make Changes Instantly
You make changes to the configuration of your widget at any time to have them instantly reflected. You'll never need to change the embed code when you change configuration.
Provide a contact form through your widget so your customers can send you a message no matter where they are in your website - no need to hunt down your contact us page.
Submissions through the contact form and unanswered chat requests are automatically turned into conversations and added to your inbox, making it fast to respond to them together with your other inbound email.
Customize the theme color of your widget to suit your brand, so it looks great embedded in your site.
SwiftDesk integrations work with your favorite apps for a seamless workflow.
Get notified of key SwiftDesk events in a Slack channel, so your team will know when something needs their attention even if they aren't signed in.