Backchannel
Internal chat inside the customer thread. Keep the whole conversation together.
The quick check with a manager. The “what do we do here?” moment. Those side chats are where decisions get made and context gets lost. Backchannel brings team collaboration into the customer conversation itself.
$0 for 14 days · Cancel anytime
Built to work the way teams do
When someone needs a second opinion, they often jump to Slack or a personal text. That breaks the trail. Backchannel gives every customer conversation a dedicated private space to ask questions, get input, and lock decisions in real time.
Internal comments stay with the customer timeline. Customers never see them.
Pull in a manager, specialist, or teammate without starting a second tool.
Decisions and rationale stay attached to the same conversation your team is working.
Audio huddles when text is not enough
Some moments need a live voice check, not another message. Jump into an audio huddle with your team while the customer conversation stays open. Align faster, then reply with confidence.
Move from internal chat to a short huddle without opening a separate call app.
The customer thread is still right there while you decide next steps.
Get unstuck in minutes instead of waiting on scattered side messages.
Real-time training and onboarding
Backchannel turns everyday conversations into usable learning. Newer teammates can ask questions in the moment, get guidance while they work, and see how decisions are made, not only what the final reply looks like.
Guidance happens next to the live customer thread, not in a training doc later.
One-off questions become institutional knowledge attached to similar situations.
Training happens naturally while work still ships to customers.
Management transparency without interruption
When you review performance, sentiment, or outcomes, the customer reply is only half the story. Managers can step into Backchannel to see the questions, decisions, and collaboration that shaped the response.
See behind the reply
Review the internal discussion that produced the customer-facing answer.
Support with the full story
Coach teams using real collaboration, not only the polished outbound message.
Insight without extra reporting
Visibility lives in the conversation, so you skip another dashboard hunt.
Stop losing decisions in Slack and side texts
Try Backchannel in a free trial: private team chat, audio huddles, and full context inside every customer conversation.
Card on file at checkout · $89/mo only if you keep it after 14 days
Collaborate in the thread. Ship better replies.
Backchannel is included in VirtualText at $89/mo with SMS, webchat, 5 seats, and Core AI.
Card on file at checkout · $89/mo only if you keep it after 14 days