Helpdesk
Answer client messages from your website, email and portal in one Helpdesk
Website chat, client portal messages and email from your connected mailbox arrive in shared inboxes. Your team assigns and answers them, and reviews email from unknown senders.
Set up your first inboxFree account, no card needed. The Helpdesk pack is €19.99/month, excluding VAT, and you add it in the app.
ONE DESK, SEVERAL WAYS IN
Pick up the conversation from your website, your mailbox or your client portal
A client's question should reach the person who can answer it.
Each conversation lands in one of your inboxes. Enlivy checks a mailbox you connect over IMAP every two minutes. A seller can connect their own mailbox to an inbox only they use, so email with their leads arrives here too. Teammates answer in the same conversation instead of forwarding it between tools.
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Route into inboxes
Give each inbox its own address, working hours and team, and assign its conversations to the people who answer them.
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Reply with context
Read the thread, see the client's details and earlier conversations, answer and resolve it in the Helpdesk.
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See who owes the next reply
See which conversations wait on your team and which wait on the client, which ones nobody has taken yet, and which are assigned to you.
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Add seats as the team grows
Each teammate who replies needs a seat. The Helpdesk pack includes one seat and 100 GB of storage. Each extra seat is a paid add-on with 10 GB more.
THE CONVERSATION DESK
Give every question an owner
Add the pack and create your first inbox; if you have no seat yet, the seat the pack includes goes to you. Teammates with a seat reply and pick up unassigned conversations, and colleagues whose role allows it can read them without one. On the Dashboard, the Helpdesk, Team workload and Reply performance widgets show open conversations by inbox, each teammate's load and how quickly the team replies.
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One thread
Replies and activity stay with the conversation.
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Team assignment
Choose who is responsible for the next answer.
From first message to resolution
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A message reaches an inbox
A client or visitor writes in the chat on your website, or emails a support address you connected. A client you gave access to can also write from the Support page of your client portal.
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The team lets new senders through
Email from someone your team has not written to yet waits until a teammate lets it through. New inboxes hold it by default, and teammates with a seat get a daily summary. Replies in an existing conversation are not held.
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A teammate replies
The teammate answers from the conversation, with the client’s details and earlier conversations beside the thread.
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Resolve or continue
A chat or portal reply reopens a resolved conversation, and so does an email reply within your reopen window. If the client goes quiet after your reply, Enlivy posts a reminder, then resolves it after the days you set.
FROM QUESTION TO OPPORTUNITY
Turn a sales question into a lead
When a conversation is really a sales opportunity, a teammate who can manage leads clicks "Add as prospect". No message becomes a lead on its own. The conversation keeps a link to the lead, which joins your pipeline at your intake stage once you set one.
FOLLOW-UP
Share the work and return to what is waiting
Each conversation has one teammate who answers it, and a target time your team aims to reply within.
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Assign each conversation
Assign it yourself, or let the inbox give each new one to a default teammate or to whoever has the fewest open conversations.
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Snooze until you follow up
A snoozed conversation comes back on the date you pick.
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Reply targets for your team
Set the hours your team aims to answer within, in calendar or working hours. Clients see only the reply time you show them.
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Reminders before and after the target
The assignee gets an email as the target nears, or the team's leads if nobody is assigned. Both get another once it passes.
THE MESSAGE THE CLIENT SEES
Choose a branded reply or a plain email
Your replies and your website chat look like your business, not like a support tool.
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Branded or plain email replies
Send replies as a branded email with the conversation number in the subject, or as a plain email. Either way, the conversation stays in one thread.
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Chat on your website
The chat sits in a corner or inside a page, in your brand color, and recognizes clients signed in to your portal.
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A rating when you resolve
When you resolve a conversation with a client whose email you have, the chat asks them "How did we do?" with one to five stars.
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Greetings on the pages you choose
Chat messages can greet visitors on chosen pages, only while a teammate is online if you prefer.
Where it fits
Part of these setups
Each page follows one way of selling and shows what your client does, which features you use and what they cost.
- Agencies and studios Optional Adds one inbox for client questions from your website chat, the portal and email. See the setup
- Course authors Optional Adds one inbox for student and client questions from chat, the portal and email. See the setup
- Monthly billing Optional Puts client questions from your website chat, the portal and email in one shared inbox. See the setup
- Sales teams Optional Adds one inbox for client questions. When someone new writes in, a colleague can add them as a lead from the conversation. See the setup
Works together with
- Sales Pipeline See which leads are moving, read the last conversation before you follow up, and send the proposal from the lead's page.
- Customer Portal Your clients accept the proposal and sign the contract from the links in your emails, and pay an invoice from the payment link you send. In a portal with your logo, they find their invoices, contracts and subscriptions, and sign in with an email code instead of a password.
- Dashboard Start the day with what is waiting on you, such as overdue invoices or bank transactions to classify, and open the list behind each one. Arrange the widgets for yourself, or for the whole team if you manage the organization.
- Tasks Keep your team's work beside the invoices, leads and projects it concerns. Tasks are included for every organization at no extra charge, with no limit on the number of tasks.
- Data Export Choose the period and the record types, and download one archive for your accountant, with a summary spreadsheet for each type if you want one. Free on every plan.
- MCP Connect Claude, ChatGPT, Cursor, or another MCP-compatible assistant to work with your invoices, contracts, and pipeline, within your own permissions.