Chatspell

Routes incoming customer chat messages directly into Slack channels or threads without requiring users to switch applications. Implements a message bridge that maps external chat sessions to Slack thread contexts, preserving conversation continuity while leveraging Slack's native threading model for organization. The system maintains bidirectional synchronization between the external chat platform and Slack, ensuring replies sent in Slack are reflected back to customers in real-time.

Deploys a lightweight JavaScript widget on customer-facing websites that initiates chat sessions and maintains state across page navigations. The widget uses localStorage or sessionStorage to persist conversation context, allowing customers to continue chats even after browser refresh. Session data is synchronized with the backend to enable team members to view full conversation history when a chat is routed to Slack.

Tracks whether customers are actively engaged in a chat session and displays their online/offline status to support agents in Slack. Implements a presence system that monitors browser tab focus, network connectivity, and inactivity timeouts to determine customer availability. Status updates are pushed to Slack in real-time, allowing agents to prioritize responses and avoid messaging customers who have left the chat.

Automatically assigns incoming chats to available team members or routes them to specific Slack channels based on simple rules (e.g., round-robin, channel-based). When a chat is assigned, the responsible team member receives a Slack notification with customer context (name, email, conversation preview). The system tracks assignment state to prevent duplicate notifications and ensure each chat is owned by exactly one person.

Stores complete chat transcripts in a searchable database and allows support teams to export conversations as PDF, CSV, or plain text. The system maintains conversation metadata (timestamps, participant names, duration) alongside message content. Exports can be triggered manually from Slack or automatically after chat closure, enabling compliance documentation and customer record-keeping.

Captures and displays customer metadata (name, email, company, previous chat history) when a chat is initiated, providing agents with context before they respond. The system can be configured to pull customer data from external sources via webhook or API integration, enriching the chat context with CRM data, purchase history, or support ticket information. This context is displayed in the Slack thread, allowing agents to personalize responses.

Allows teams to set business hours for chat availability and display an offline message when chats are unavailable. During offline hours, customers can leave messages that are queued and delivered to agents when chat reopens. The system supports timezone-aware scheduling, allowing distributed teams to set different availability windows. Offline messages are stored and presented to agents as pending conversations when they return online.

Enables support agents to reply to customers directly from Slack threads, with responses automatically synchronized back to the external chat widget. Agents type replies in Slack as they would in any conversation, and the system captures these messages and delivers them to customers in real-time. The bidirectional sync ensures that customer replies appear back in Slack threads, maintaining conversation continuity without requiring agents to switch applications.

Provides simple metrics on chat volume, response times, and team performance accessible through a web dashboard or Slack commands. Tracks metrics such as total chats, average response time, chat duration, and agent activity. Data is aggregated daily and can be viewed by date range or team member. The system generates basic reports that can be exported or shared with stakeholders.