An AI assistant handles the bulk of your messages — the hours, the prices, the "are you open on Sunday?" But some chats always need a human: a refund, an angry customer, a wholesale order worth real money. The question is simple and it decides whether you keep that customer: once it's a person's job, whose job is it?
Without a shared inbox the answer is usually "nobody's" — two agents reply at once, or everyone assumes someone else has it and the message sits unread until the customer gives up.
From one AI inbox to a real team workflow
Toong already brings WhatsApp, Instagram, Messenger, Telegram, Viber and your website chat into one inbox, with the assistant answering around the clock and handing off to a human exactly when it should. The new layer turns that inbox into a proper support desk the moment a conversation becomes a person's responsibility.
Assign a chat to a teammate
Pick the owner from your team in one click. The person you assign gets a push notification — "a chat was assigned to you" — and it lands in their "Assigned to me" filter. No more "I thought *you* were handling it."
Label every conversation
Tag chats with labels like `refund`, `VIP`, `lead`, `complaint` or `wholesale`. Filter the whole inbox by a label to clear one queue in a single pass — or just to see how many refunds actually came in this week.
Rename chats so they make sense
Website visitors and some social contacts arrive as a number or an anonymous handle. Rename the chat to what it really is — "Customer — wants a logo", "Blerta, catering for 40" — and the entire team knows who's who at a glance, without opening the thread.
Filters that match how you work
Assigned to me, Unassigned, by teammate, or by label. Each agent opens their own queue and works it down, and the unassigned pile can never grow silently in the background.
On the web and in your pocket
Do all of it from the dashboard — or from the Toong phone app. Assign, label and rename a chat from your phone on the move, while the AI keeps answering everything else automatically.
The result: the 80% the AI handles stays effortless, and the 20% that needs a human never falls through the cracks.
Start free for 7 days — connect a channel and route your first chat in minutes.
