Limits, troubleshooting & FAQ
Is email really two-way? Yes. Outbound replies are sent over SMTP and inbound mail is pulled in on a schedule via IMAP, so a customer’s reply lands back in the same Inbox thread.
Are my channel credentials secure? Channel tokens and passwords are encrypted at rest. For bot-based channels, a token hash is used for lookups so the raw token is never exposed.
What’s the difference between Inbox and Team Chat? The Inbox handles external customer conversations across connected channels. Team Chat is internal-only messaging between staff members.
How do canned responses work? Define reusable reply snippets in Settings, then insert them into any reply with one click and edit before sending.
How is SLA measured? Each conversation tracks a first-response timer and a resolution timer against the targets you set. Threads at risk of breaching are highlighted and can trigger a workflow.
Do messages link to contacts automatically? Yes — when the sender’s email or handle matches a CRM contact, the conversation attaches to that contact’s timeline with no manual step.
Why does email not appear in the Inbox?
Email import is controlled by the communications.email_ingestion toggle. It is off by default and on for new companies; when it is off, connected mailboxes are skipped.
Can I receive Microsoft Teams messages? Not yet. Teams currently supports only connection status, OAuth, and disconnect.
Is this the same as XBuddy Chat? No. XBuddy Chat is the general AI assistant. Communications is the customer Inbox plus internal Team Chat.