# Customer service software: inbox, calls, tickets | Corex360 > Corex360 for customer service: WhatsApp, Instagram and web chat in one inbox, calls in the browser; every conversation has an owner, the history is on the card. Source: https://www.corex360.com/en/solutions/customer-service Last updated: 2026-09-29 --- [Home](https://www.corex360.com/en) [Solutions](https://www.corex360.com/en/solutions) Customer service By role · Customer service # Customer service software where the customer explains once, the team reads the same card. Corex360 is a business application that gathers a customer service team's messages, calls and email on the same customer card. WhatsApp, Instagram and web chat gather in one inbox in the Messaging window, and calls are made from the Call Center in the browser. Each conversation is assigned an owner; the next agent reads the history from the card, so the customer explains once. [Request a demo](https://www.corex360.com/en/contact?konu=iletisim#form)Follow the day Short answer Corex360 for customer service: conversations in one inbox, each assigned an owner, calls in the browser, the history on the customer card. X AI drafts a reply; it goes out with your approval. - 08:30 Queue - 10:00 Assignment - 11:30 Call - 13:30 Support ticket - 15:30 Reply - 18:00 Handover A customer service lead's day · illustrative ## From the morning queue to the evening handover. This customer service lead's day is a scenario; the times and records are examples. The flow follows how Corex360 works for customer service: channels in one inbox, each conversation with its owner, the history on the card, replies with approval. The day starts with what came in overnight; each conversation is assigned an owner, calls are made from the browser, the customer opens their own support ticket, and the evening shift does not start from scratch. 08:30 Queue ### The night's messages in one inbox. You opened the Messaging window. What came in overnight from WhatsApp, Instagram and the chat on the website sits in the same inbox; the channel is picked from the strip on the left. The Assigned to Me filter at the top separates your conversations from the team's. **Inbox** illustrative - Channel **WhatsApp · Instagram · web chat** - Filter **Assigned to Me** - Conversation **Owner assigned** - Last contact **Date on the card** X AI · Three channels in one inbox; every conversation has an owner. 10:00 Assignment ### Who has the conversation is clear. A customer is asking about the status of an order. You assigned the conversation to a colleague; it is now on their list. While writing they can attach a photo or a document, leave a voice message and quote the customer's earlier message. The conversation is kept on the customer card, not on the agent's phone. ![A brass phone and a closed folder on a marble console in an office over the Bosphorus] 11:30 Call ### The call in the browser, the history on the card. The customer did not want to wait and asked for a call. You called from the Call Centre window in the browser, with the extension assigned to you; the Customers tab is open in the same window. The call sits on the contact card of that number; outgoing and missed calls are listed with date, time and duration. **Call Centre** illustrative - Extension **In the browser, assigned to you** - Tab **Customers in the same window** - List **Outgoing and missed calls** - Contact card **Call on the card** X AI · Call Centre and Customers share one window; the call lands on the contact card. 13:30 Support ticket ### The customer opened the ticket. A business customer opened a support ticket from the customer portal set up for them. The CRM ([customer relationship management](https://www.corex360.com/en/blog/what-is-crm)) also has a support requests screen; the same customer's project, quotes and conversations sit on their card. You started without asking anyone which customer it was. **Customer card** illustrative - Support **Support requests screen** - Conversations **In the tab** - Files **Files tab on the card** - Tasks **Open tasks on the card** X AI · Ticket, history and files on the same customer card. 15:30 Reply ### The draft is ready, sending is yours. The customer's business email was logged on the card. X AI prepared a reply draft; it sends nothing to the customer on its own. You read the draft, changed a sentence and sent it. There was a purchase request inside the conversation; you turned it into an opportunity and the sales team sees it on the same card. ![An empty desk in morning light, a closed folder and an espresso] 18:00 Handover ### The evening shift does not start from scratch. You are handing over the shift. Open conversations are on the list with their owners, calls and emails on the contact cards. X AI gives an end-of-day summary; open work shows in the morning report. You do not send anyone a long WhatsApp message as a handover note. ![A tidy desk in evening light; the employee walking toward the door] Why it is possible ## Channel, call, record on one core. Customer service gets scattered by channel: WhatsApp on one phone, calls in the phone system, email in someone's inbox, tickets in a separate sheet. In Corex360 Messaging, the phone system and Email are modules of the same core; messages, calls and email link to the same person and sit on the customer card. X AI follows rule-bound work and drafts replies; sending, and decisions on money or contracts, wait for approval. WhatsApp Instagram Web chat Call Centre Customer card Assignment Support ticket Rule Files Opportunity Email Morning report ![Corex360] intelligence Rule ## How does waiting work show through rules? [Corex360's assistant X AI](https://www.corex360.com/en/x-ai) follows rule-bound work; when a rule breaks it opens a task and assigns an owner. Your team writes the rule once; it stays when the shift changes. For example, if an assigned conversation gets no reply within the time you set, a reminder and a task open; if a ticket opened from the portal is not closed, a task goes to the owner and the matter shows in the morning report. **Unanswered message** - What happened Conversation assigned - What is missing No reply within the time you set - Follow-up Reminder + task **Open support ticket** - What happened Ticket opened from the portal - What is missing Ticket not closed - Follow-up Task to owner + morning report **Unanswered email** - What happened Customer email logged on the card - What is missing No reply sent - Follow-up Task + reply draft We thought in your place ## If we sat at the head of the queue, what would we want? The list holds sentences you know from any service desk; opposite each is what Corex360 does today. The channel a customer writes from not mattering, the customer explaining once, knowing who is on each conversation, calls made from the browser, and work that does not get lost when the shift changes are among them. ![A single reception desk in a bright lobby over the Bosphorus] - I would want ### It should not matter which channel they wrote from. **Corex360** WhatsApp, Instagram and web chat share one inbox in the Messaging window; the channel is picked from the strip on the left. - I would want ### The customer should tell the story once. **Corex360** Messages, calls and email link to the same person; the next agent reads the history on the customer card. - I would want ### It should be clear who is on it. **Corex360** Each conversation is assigned an owner; the Assigned to Me filter gives everyone their own list. - I would want ### I should not have to run to the desk phone to call. **Corex360** Calls go out from the Call Centre window in the browser, with the extension assigned to you. - I would want ### Writing the reply should not take half my morning. **Corex360** X AI drafts the reply; it sends nothing on its own, and it goes out with your approval. - I would want ### Work should not get lost at shift change. **Corex360** The conversation is kept on the customer card, not on the agent's phone; open work shows in the morning report. ## See it at your own service desk. We build the demo with your channels, your line and your customer card. In the call you watch a WhatsApp conversation being assigned to its owner, a call made from the browser landing on the card, and a reply draft prepared by X AI, using your own data. You can reach us through the demo form, WhatsApp or phone; if you have a question, write to us directly. [Request a demo](https://www.corex360.com/en/contact?konu=iletisim#form)[WhatsApp](https://wa.me/905321323288)[+90 532 132 32 88](tel:+905321323288) Corex360 modules ## Which modules work at the service desk? The modules at the service desk are parts of the same Corex360 core; each card shows the hour of the day it steps in. Messaging gathers WhatsApp, Instagram and web chat in one inbox, each conversation is assigned an owner, and the PBX places calls from the browser on an extension. The CRM (customer relationship management) holds support tickets and the customer card, Email files company mail on the card, and X AI prepares reply drafts. Messaging WhatsApp, Instagram and web chat in one inbox. 08:30Assignment Each conversation gets an owner. 10:00Phone system Calls from the browser, with an extension. 11:30CRM Support requests and the customer card. 13:30Email Business email logged on the card. 15:30X AI Reply drafts, rules, reminders. 15:30Corex Drive Documents and photos tied to the record. 18:00Morning report Open work in one summary. 18:00 FAQ ## What service teams ask. The questions a customer service team researches when looking for software, and Corex360's answers. ** 01 How does a customer service team use Corex360? ** The team works from the single inbox in the Messaging window: WhatsApp, Instagram and web chat in one place, each conversation assigned an owner. Calls go out from the Call Centre in the browser; messages, calls and email link to the same person. The general idea of bringing channels together is covered in [shared inbox](https://www.corex360.com/en/blog/shared-mailbox). ** 03 Are calls linked to the customer record? ** Yes. Calls go out from the Call Centre window in the browser, in the phone system module, with the extension assigned to the staff member, and sit on the contact card of that number. Outgoing and missed calls are listed with date, time and duration. How the phone system and CRM work together is covered in [phone system and CRM integration](https://www.corex360.com/en/blog/pbx-crm-integration). ** 05 Where does the customer open a support ticket? ** A customer company gets a customer portal where it sees its project, quotes and conversations and opens technical support tickets. The ticket arrives on the support requests screen in the CRM. ** 07 What happens to open conversations at shift change? ** The conversation is kept on the customer card in Corex360, not on the agent's phone, and stays on the list with its owner. X AI gives an end-of-day summary and a report every morning; open work shows there. ** 02 Can several people work the same WhatsApp line? ** The WhatsApp line connects to Corex360 as a channel and conversations are assigned to owners; the team sees the same inbox with their own lists. The connection method and account type are settled at setup. More detail is in [multi-user WhatsApp](https://www.corex360.com/en/blog/whatsapp-for-teams). ** 04 Does X AI reply to customers on its own? ** No. X AI sends no reply or quote to a customer on its own; it prepares a draft and sending needs approval. Where money, a contract or a people decision is involved, it stops and asks. ** 06 What happens if a support conversation turns into a sale? ** The conversation is turned into an opportunity; it then carries an opportunity number badge in the list and in its header. The sales team sees the opportunity on the same customer card. The sales side of the flow is in [how to track customers](https://www.corex360.com/en/blog/customer-tracking). ** 08 Who can see personal data? ** Access is role-based; each user sees only the records within their role. Personal data is processed under KVKK (Turkey's personal data protection law); permission changes need manager approval and are logged. ## Read more on this - [shared inbox](https://www.corex360.com/en/blog/shared-mailbox) - [multi-user WhatsApp](https://www.corex360.com/en/blog/whatsapp-for-teams) - [phone system and CRM integration](https://www.corex360.com/en/blog/pbx-crm-integration) - [how to track customers](https://www.corex360.com/en/blog/customer-tracking) - [Corex360 modules: what each module does](https://www.corex360.com/en/modules) - [Who builds Corex360](https://www.corex360.com/en/about) Related articles ## Keep reading. [Back to the blog](https://www.corex360.com/en/blog) [Email What is CRM email integration: how correspondence links to the customer record CRM email integration is the link between the correspondence in a company email account and the relevant customer, contact, and opportunity record, so that a conversation with a customer sits in a shared record rather than one person's inbox. Date 24 September 2026 Read the article](https://www.corex360.com/en/blog/what-is-crm-email-integration)[Messaging How to manage Instagram DMs as a team: inbox, assignment, and record Managing Instagram DMs as a team means gathering the messages sent to a business account in a shared inbox, assigning each to an owner, and linking it to the customer record. Nobody shares the password, and no conversation stays on one phone. Date 24 September 2026 Read the article](https://www.corex360.com/en/blog/managing-instagram-dms-as-a-team)[Cloud PBX How to choose a cloud PBX: lines, features, and the customer record Choosing a cloud PBX is the work of reading an offer beyond lines and minutes: drawing your call flow, selection criteria, trial checks, and the contract terms for the day you leave. Date 23 September 2026 Read the article](https://www.corex360.com/en/blog/how-to-choose-cloud-pbx)[Cloud PBX What is a cloud PBX, and is it different from a virtual PBX? A cloud PBX runs the company phone system on the provider's servers instead of a box in the office. How it differs from a virtual PBX, and how it links to a CRM, shape the questions to ask before choosing. Date 23 September 2026 Read the article](https://www.corex360.com/en/blog/what-is-cloud-pbx)[Messaging WhatsApp for teams: how several people write from one number WhatsApp for teams means several people answering one business number from a shared inbox. Assignment, unanswered messages, manager visibility, and mobile use. Date 23 September 2026 Read the article](https://www.corex360.com/en/blog/whatsapp-for-teams)[Email What is a shared mailbox, and how it differs from a personal one A shared mailbox is the team's memory; a personal mailbox is one employee's. How to keep a message sent to sales@ from going unowned, and what changes once email is tied to the customer record. Date 23 September 2026 Read the article](https://www.corex360.com/en/blog/shared-mailbox) Other solutions ## Which desk is yours? Corex360 solution pages come in two groups. Pages by role follow a working day of the manager, the sales team, the field team, accounting and HR, customer service, the project manager and the architecture practice. Pages by need take one job each: customer tracking, [quote tracking](https://www.corex360.com/en/blog/quote-follow-up), leave tracking, unifying channels, handing follow-up to the assistant, measuring the team, or the hosting decision. All of them run on the same Corex360 core. [Manager One list in the morning, one screen all day. Corex360 for the manager: pending approvals, risks, team pulse and field status in one briefing every morning. Read the story](https://www.corex360.com/en/solutions/managers)[Sales team Every conversation on the card, every quote followed. Corex360 for the sales team: WhatsApp, Instagram, email and calls on the same customer card; the price question becomes an opportunity, the opportunity a quote, the quote a contract, all on one card. Read the story](https://www.corex360.com/en/solutions/sales-teams)[Field and operations The field is on the road, the record is at the centre. Corex360 for field and operations: vehicle tracking, projects and the customer record on the same core. Read the story](https://www.corex360.com/en/solutions/field-operations)[Accounting and HR Leave, attendance, on one record. Corex360 for accounting and HR: clock-ins land on the staff card; leave, advance and overtime requests run through an approval flow, and the approval is logged. Read the story](https://www.corex360.com/en/solutions/accounting-hr)[Unify channels Three channels, one card, one person. The same customer writes on Instagram in the morning, sends a photo on WhatsApp at noon, calls the office line in the evening. Read the story](https://www.corex360.com/en/solutions/unify-channels)[Hand it to the assistant X AI does the follow-up, you make the decision. X AI is the artificial-intelligence assistant inside Corex360. Read the story](https://www.corex360.com/en/solutions/hand-it-to-the-assistant)[Measure the team fairly The score comes from the work, the effort becomes visible. If the one who arrives early but does not finish and the one who arrives late but closes the job sit in the same table, the measure is wrong. Read the story](https://www.corex360.com/en/solutions/measure-the-team-fairly) ## Sources - [Personal Data Protection Law (mevzuat.gov.tr)](https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=6698&MevzuatTur=1&MevzuatTertip=5) Last checked 25 September 2026