Every customer message in one inbox, answered.

Canopy answers, your team takes over

• Canopy answers chats and texts from your business knowledge while your team can watch, join or take over.
• Ask Canopy to draft an email reply and send it after your approval.

Live chat on your website

• The embeddable live chat widget lands visitor conversations in the same inbox as everything else, on every plan.
• On Engage and above, an AI assistant answers first, and an operator can watch, join or take over the thread.

One inbox across chat, email and SMS

• Connect your support email — every licensed user can link a mailbox and answer from the shared inbox.
• Engage and above add SMS and ticket states. Your team works across channels with shared customer context and access to each conversation’s history.

SMS from your business number

• Text a contact from the number they already know — inbound replies thread back onto the same conversation, anchored to their contact record.
• Workflows on Engage and above can send the reply automatically: follow-ups and reminders.

AI answers first, people finish

• Assistants answer from your own training documents — ten documents on Engage, twenty-five on Automate — and hand off when they are unsure.
• Every AI resolution is declared by the assistant itself, so the AI outcomes report counts real finishes, not guesses.

Tickets and SLAs that hold

• Threads carry ticket states — a customer reply revives a solved thread, and a closed one stays closed.
• Conversation and SLA reporting on Engage and above shows response and resolution times next to the inbox.