See it in action

Support › Escalations

Truplexy10:42 AM

Escalated from Website chat · Daniel Park Charged twice for September

Priya · Billing10:43 AM

Hi Daniel — I can see the duplicate charge. I’ve started your refund.

Delivered to Daniel in the website chat

Illustration · fictional store and customers

What it does

Posts each escalation as a card in your support channel.
A teammate replies in the card’s thread, and the customer gets it on the channel they wrote from.
Every reply is recorded on the ticket, so nothing is lost outside Teams.

How it works

Customer

Needs a person

On your website, Telegram or any channel, the assistant hands the conversation over.

Teams

Your team sees it

A card for the escalation appears in your support channel.

Customer

Gets the reply

A teammate answers in the thread; the customer receives it where they wrote.

At a glance

Available on	Pro and Enterprise
Customers recognised by	Customers aren’t on Teams. Your teammates are, and their replies are recorded under their names.
Your team replies from	A Teams thread. Replies are recorded on the ticket too.
Setting it up	One click in the dashboard: sign in with Microsoft and add the Truplexy app to your support team. No code.

Connect it from Integrations in the dashboard: sign in to Microsoft Teams, approve the Truplexy app, and you’re live. No code or server needed. Pricing has the limits on each plan.

Questions

Do customers need Teams?

No. Customers stay on their own channel; Teams is only where your team sees escalations and answers them.

See all channels →

Microsoft Teams