Every conversation in context. Every notification with a next step.
Keep customer conversations, internal coordination, and notifications connected in XYZFlow. Review previous messages, distinguish customer replies from private staff notes, and open the relevant conversation or record when something needs attention.
Customer conversations
Keep questions and replies together so your team can understand the context before responding. Conversations can cover general inquiries or relate to a specific quote or shipment.
Private internal notes
Coordinate with authorized colleagues without sharing internal information with the customer. Clearly choose between a customer-visible reply and a private internal note.
Notifications that guide attention
Review available alerts and open the conversation or record they concern. Notifications highlight updates; the underlying conversation or record retains its own status and required actions.
How it works
The customer opens a conversation with their logistics provider.
An authorized team member reviews the context and previous messages.
The team replies to the customer or adds a private internal note.
Eligible recipients receive notifications according to their access and applicable settings.
The team follows up, waits for information, or resolves the conversation.
Demonstration example
Taylor Quinn asks how to prepare the packages for a business shipment. Customer support explains that each package should carry the shipment reference and that the packing list should be available. Taylor confirms that the team will label the packages and prepare the document, keeping the exchange in one conversation.
Can customers see internal notes?
No. Internal notes are reserved for authorized staff. Customer-visible replies are explicitly distinguished from private coordination.
Does reading a notification resolve the conversation?
No. Reading a notification, replying to a message, and resolving a conversation are separate actions. Marking an alert as read does not complete the underlying work.
Does this include WhatsApp, SMS, or all my email conversations?
This feature describes communication within XYZFlow. External messaging channels and email integrations require separate availability and configuration.
Book a demo · Let’s explore how communication and notifications fit your team’s workflow.
Related: Customer Portal, Quote Management, Shipment Management, Document Management.
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