Support Box Journey introduces intelligent workflows, contextual auto-replies, and advanced internal notifications—bringing Lead Box Journey–level automation to Support Box. This update enhances team collaboration and ensures more personalized customer communication across channels.

Key Improvements:

• Personalized, contextual auto-replies via Email, SMS, and WhatsApp using ticket-level attributes.
• Internal notifications (Email/SMS/WhatsApp) to Ticket Owner, Team Lead, and up to five additional team members based on business needs.
• Personalized email subject lines, including the ability to dynamically insert Ticket ID (a frequently requested enhancement).
• Full activity visibility, enabling teams to track communication and improve response effectiveness.

Why It Matters:

• Improves communication speed and response quality.
• Provides better control over support workflows.
• Enables personalized messaging based on ticket context.
• Supports high-volume support environments without manual intervention.
• Enhances overall customer satisfaction with timely, relevant responses.

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