Operations & Management

Inbox V2 — Smart Queue

Smart queue. Right priority.

4 fixed views with automatic prioritization by score, emotion and SLA. The queue organizes itself — hot leads always first.

4 views: My Inbox, Smart Queue (AI prioritizes), Open, Waiting
Lead Scoring (0-100): 7 behavioral factors calculated every 10 min
Sorting by SLA, priority, wait time or last activity
Emotion Engine: 13 emotional signals per message (frustration, urgency, hesitation)
Handler State: bot ↔ human control, pauses automation when agent takes over

yaOps — Routing

6 distribution modes. Zero lost leads.

Round-robin, least-loaded, skill-based, by keyword, campaign or schedule. Sticky routing keeps the same agent. Overflow redirects automatically.

Round-robin with weight and capacity per agent
Least-loaded: sends to whoever has fewer conversations
Skill-based: route by language, product, region or certification
Sticky routing: keeps the agent for N days (no context loss)
Agent Pull: agent pulls from queue when ready
Overflow: if sector full, redirects automatically

SLA & Escalation

SLA per sector. Automatic escalation.

Set response and resolution times per sector. Timer visible in Inbox. When SLA is at risk, escalation automatically moves up the chain.

Response + resolution SLA configurable per sector
Visual timer in Inbox: green, yellow, red
Automatic escalation when deadline approaches
Business hours and holidays respected in calculation
Window Guardian: outside hours, alternative routing

Agents Monitor

Full team visibility in real time.

Who's online, busy, on break. Used capacity vs available. Utilization per agent. All live, updated instantly.

Real-time status: online, busy, away, break, offline
Capacity: current conversations vs configured maximum
Utilization %: green (<50%), yellow (50-80%), red (>80%) indicators
Filters by status, sector or name search
Instant updates — no refresh needed

yaDeals

Visual pipeline. Every deal tracked.

Drag-and-drop kanban with multi-pipeline, stakeholders, products, SLA per stage and automatic win/loss analysis.

Visual kanban with drag-and-drop between stages
Multi-pipeline: sales, onboarding, CS — each with its own stages
Stakeholders: link multiple contacts to the same deal
SLA per stage: alerts when a deal is stuck
Win/Loss analysis: understand why deals are won or lost

yaAnalytics

Real analytics. Not vanity dashboards.

Structured data for advanced analysis, CSAT, NPS, conversion funnel and metrics that matter for business decisions.

Structured data for advanced analysis
CSAT and NPS integrated into conversation flow
Conversion funnel: from lead to closed deal
Metrics by agent, channel, campaign and period
Export to CSV and external BI integration

Complementary Modules

Everything your operation needs

Calendar

Google Calendar sync, multi-seller view and scheduling integrated with deals.

Activities Hub

Tasks, calls, meetings and My Day — all centralized with reminders and deal linking.

Proposals

Visual editor, public link with view tracking and direct deal integration.

Hybrid Lead Scoring

7 behavioral factors + AI. Score updates every 10 min and prioritizes your queue automatically.

Emotion Engine

13 real-time emotional signals. Frustration redirects to senior agent automatically.

Bot ↔ Human

Managed handler state. Automations pause when agent takes over. Zero duplicate messages.

Your operation on autopilot.