Chat Inbox

A small team was talking to customers through a live chat widget and a support email address, in two different tools. Conversations were lost between the two, two people would answer the same customer, and nobody had the full history when a customer came back.

I built a shared inbox with a React front end and a Node.js back end using WebSockets. Website chat and inbound email land in one conversation list that updates in real time, conversations can be assigned and handed off between teammates, and each customer's full history across both channels is kept together.

The team works from one screen, customers get one coherent conversation whether they write or chat, and nothing sits unanswered because ownership is visible. Handoffs stopped losing context because the history travels with the conversation.