Threads - a clearer view of customer conversations
No more clunky ticket views - just clarity when you need it. Every customer interaction from email, website chat or social media becomes a numbered thread with a unique ID, assigned agent, channel source, status badge, and full message history. Filter your inbox instantly for quick access
Labels & Priorities
Organise threads with colour-coded labels grouped into categories: Priority (High, Medium, Low), Team, Topic, or anything you define. Labels are visible on every thread card, making triage instant and visual - our AI can label them for you too.
Can I upgrade my account?
Priority #1010Reply to customer... (/ for Chloe, # for replies and shortcuts)
Easily add custom fields
Add any structured data field to every thread. Track order IDs, subscription plans, bug severity, product area: whatever your team needs. Setting these up is easy with the Gruvi Set Up Wizard.
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- Name
- Type
- Configure
- Done
What should we call it?
API slug: your-slug-here
Group similar issues with the help of AI
We've all been there. Something breaks and customers start writing. Our AI helps you find similar issues, group them into one tracker thread so you can easily update customers when things improve. Phew.
Can't access the payment page
Priority #1441Reply to customer... (/ for Chloe, # for replies and shortcuts)
More helpdesk features
Smart Rules & SLA
Route threads to the right agent automatically based on rules. No manual triage, no missed tickets.
Canned Replies
Save your most common responses. Type / to pick from pre-written replies: fast, consistent, on-brand.
Escalations
Chloe flags threads automatically when escalation rules match, leaving a draft reply and alerting your team.
Voice integration
Your customers can message you using their voice, in any language - and you'll get a transcript. It's easy.
Unlimited Team Members
Add your entire team, with no per-seat pricing. Everyone gets their own inbox view, assignments, and notifications.
Smart Notifications
Get notified when you're mentioned, when a high-priority thread opens, or when Chloe escalates, not for everything.