Rake

Start by bringing every conversation into one place. In Rake, connect your SMS number, drop a small snippet on your site to add the chat launcher, and link your social DMs so Facebook messages land in the same inbox. Create basic routing rules by topic or channel, set agent availability windows, and publish a few saved replies for common questions. Add your existing docs to the knowledge library so agents can quote accurate answers without hunting through folders.

Work the unified queue like a playbook. New messages appear with source, visitor context, and history. Use a saved reply to acknowledge receipt, then decide: resolve on the spot or convert the thread into a trackable task with an owner, due date, and notes. If the issue needs a specialist, hand off the conversation with one click—Rake keeps the full context, so the customer never repeats themselves. Escalate seamlessly: start a voice call from the thread, switch to a quick video session for complex cases, or launch co-browsing to see the page the visitor is on and guide them through fixes in real time.

Be proactive when it matters. The live visitor feed shows who’s on your site, what pages they’ve viewed, and who keeps coming back. Build simple segments—returning customers on pricing pages, trial users stalled on setup—and trigger targeted prompts that open a chat at the right moment. After hours, the embedded form captures questions and contact info so nothing is lost. When the team comes online, Rake auto-assigns those inquiries based on your schedule, and the conversation continues in the same thread for continuity.

Keep your team aligned without leaving the tool. Use open channels for shared updates, limited channels for sensitive topics, and DMs for quick coaching. Spin up a persistent topic space for ongoing projects—shipping fixes, launch prep, renewal saves—so related conversations and tasks stay organized over time. Reference previous chats from the searchable history to avoid duplicate work. As you operate, refine your saved replies and internal notes, adjust staffing windows to match volume, and standardize handoff paths so every request moves smoothly from first touch to resolution.