--- title: ThriveDesk Features canonical: "https://www.thrivedesk.com/features/" author: ThriveDesk description: "Email, live chat, knowledge base, automation, AI, and reporting features for growing support teams." categories: [page] --- # Every tool your support team needs. Live chat, AI, shared inbox, knowledge base, automation, WooCommerce — all in one platform, at a price that doesn’t punish growth. [Start free trial](https://app.thrivedesk.com/register) [Explore features](#shared-inbox) Shared inbox & ticketing ## One inbox the whole team can actually work in Email, live chat, and contact forms land in one queue — with the collaboration tools that keep ten agents from acting like ten silos. Spotlight ### Custom Fields Capture any data that matters to your team. Add dropdowns, text inputs, or toggles to every ticket — then filter, route, and report on them. ### Unified Inbox Email, live chat, and contact form messages in one queue. ### Split Conversations Divide multi-topic tickets so each issue gets its own thread. ### Merge & Bulk Actions Combine duplicates and update many conversations at once. ### Snooze Conversations Park a ticket until it actually needs your attention. ### Schedule Reply Write now, send later — with natural-language scheduling. ### Undo Send A 5–30 second window to catch a reply before it leaves. ### Collision Detection See who is viewing or replying so no two agents answer twice. ### [Private Notes](https://www.thrivedesk.com/features/private-notes/) Discuss a ticket with teammates without the customer seeing. ### [Contact Notes](https://www.thrivedesk.com/features/contact-notes/) Context that stays with the customer across every ticket. ### [Saved Replies](https://www.thrivedesk.com/features/canned-responses/) Answer the questions you get every day in two clicks. ### [Tags & Labels](https://www.thrivedesk.com/features/tags/) Organize, filter, and report on conversations your way. ### Fix Bad Subjects Rewrite vague subject lines so the queue stays scannable. ### Smart CC/BCC Keep the right people looped in without forwarding chains. ### Round-Robin Assignment Enterprise Distribute new tickets evenly across the team. ### Right-Click Context Menu Assign, tag, and snooze straight from the conversation list. ### Spam & Auto-Reply Detection Junk and out-of-office noise never reach the queue. Live chat ## A chat widget that is genuinely fast Embed it, brand it, and let your whole team work a chat together — so visitors get answers instead of a spinner. Spotlight ### Multi-Agent Collaboration Hand a chat to a teammate — or work it together. Agents join, assist, and resolve the same conversation in real time, and the customer never repeats themselves. ### Multi-Agent Collaboration Multiple agents can join, hand off, and resolve one chat. ### Animated AI Thinking Stream Customers see the assistant working instead of a dead spinner. ### Contact Form Custom Fields Collect exactly the details you need before the chat starts. ### Drag-and-Drop Attachments Files, screenshots, and logs straight into the conversation. ### Instant Reply Set expectations the moment a visitor says hello. ### Custom Chatbot Branding Match the widget to your brand, not ours. ### Shareable Live Chat Links Start a chat from an email, a doc, or anywhere a link works. ### Audio & Push Notifications Never miss a new chat, even with the tab in the background. ### Visitor Tracking Plus+ See who is on your site and what they are looking at. ### Knowledge Hub Q&A Customers search your docs without leaving the widget. ### Customer Feedback & Rating A rating prompt after every chat, reported automatically. ### Infinite Scroll & Skeleton Loaders A widget that feels fast because it is fast. NEO & AI Copilot ## AI trained on your data, honest about what it can do No hallucination-prone generic models. No inflated resolution-rate promises. NEO answers from your content and hands off when it should. Spotlight ### The AI Playground Test before you deploy. Try every reply in a sandbox and tune NEO until you trust it — before a customer ever sees an answer. ### Trains on Your Data Answers come from your docs and site, not a generic model. ### Web Page Crawling Point NEO at any URL and it learns the content. ### AI Copilot — Draft Replies One-click drafts in your tone, ready to edit and send. ### Ticket Summarization Catch up on a long thread in one paragraph. ### Auto-Reply NEO answers known questions instantly, around the clock. ### Auto Tag & Prioritize Incoming tickets are tagged and prioritized before you open them. ### Unified AI Settings Every AI control on one screen. ### Per-Inbox AI Assignment Different inboxes, different AI behavior. ### Instant Training New content is available to NEO in seconds, not days. Reality check Most helpdesks claim 60–80% AI resolution rates. Independent data shows **20–45%** in the first months. NEO is built — and priced — for the honest number. Knowledge base ## Help customers help themselves — 24/7 A public or private help center that is quick to build and easy to search — and the same content trains NEO. Deflects up to 70% of your ticket volume. [See the help center](https://www.thrivedesk.com/features/help-center/) [See the knowledge base](https://www.thrivedesk.com/knowledge-base/) Spotlight ### The Editor, with AI-assisted writing A Notion-style editor that feels instant — toggles, steppers, and media blocks — plus an AI that drafts, expands, and tightens articles while you keep the voice. ### New Intuitive Editor A Notion-style editor your whole team already knows how to use. ### AI-Assisted Writing Draft, expand, and tighten articles with AI. ### Toggle Block Collapsible sections that keep long answers scannable. ### Stepper Block Numbered walkthroughs that read like instructions, not prose. ### Media Manager Every image and video in one organized library. ### AI-Powered Search Customers find answers even when they phrase it badly. ### Shareable Search Results Send a link straight to a search result. ### Autosave & Version History Never lose a draft; roll back any article. ### Custom Domain + SEO Your help center on your domain, indexed properly. ### Private Documentation Internal docs only your team can see. ### Dark Mode A help center that respects the system theme. ### Developer API Retrieve articles programmatically from your own app. Automation ## Stop doing the same thing twice Build if/then rules in plain English. Route, tag, assign, and escalate without anyone touching the queue. Spotlight ### No-Code Rule Builder Describe the rule; ThriveDesk runs it. Triggers, conditions, and actions chain into visual flows — no scripts, no developer ticket, no Zapier tax. ### No-Code Rule Builder If/then rules in plain English — no scripts required. ### Multi-Select Filters Match on any combination of conditions. ### AI-Triggered Actions Let NEO’s classification drive routing and tags. ### Custom Field Routing Route by the data you collect, not just keywords. ### SLA Management Plus+ Deadlines and escalations that enforce themselves. ### Webhooks & API Plus+ Trigger your own systems when tickets change. ### Rules teams actually build Subject contains “order confirmation” tag and assign to billing No reply after 6+ hours escalate to the team lead Email contains “refund” route to the payments inbox Contact form issue type selected auto-assign to the right team WooCommerce & WordPress ## WordPress ecosystem. Not bolted on. Our WooCommerce integration was built by the same engineer who built ThriveDesk — order data, subscriptions, and your help center live where your agents work. Spotlight ### WooCommerce Support Automation Order data answers the ticket before you do — refund keywords route to the right team, VIP customers jump the queue, and refunds happen without leaving the conversation. ### Full Order Management View, edit, and refund orders without leaving the ticket. ### Subscription Management See and manage subscription status inline. ### WPPortal Embed your entire help center inside WordPress. ### Zero Performance Impact The plugin adds no weight to your storefront. ### Granular Agent Permissions Control exactly which agents see order data. ### EDD, SureCart & Freemius First-class support beyond WooCommerce. ### GDPR-Compliant & Secure Built to keep customer data where it belongs. ### Works With Any Form Builder Pipe submissions from any WordPress form into your inbox. > User classification data became vital for us. We needed to serve our premium customers first to keep our business running. > > Mehedi Hasan — CEO, Themefisher · switched from Zendesk Reporting & analytics ## Know what is working. Fix what is not. Four dashboards that give your team and your leadership the numbers they actually need — no analyst required. Spotlight ### Conversations Dashboard Volume, busiest hours, response times, and satisfaction — the one screen your team checks on Monday morning and your leadership actually trusts. ### Conversations Dashboard Volume, busiest hours, and trends at a glance. ### Happiness / CSAT Plus+ Customer satisfaction scores per agent and team. ### Leaderboard Friendly competition on response and resolution. ### Company Performance The numbers leadership actually asks for. ### Average Turnaround Time How long customers actually wait, on average. ### Custom Time Periods Report on any date range, not just presets. Integrations ## Works with the tools you already use Billing, payments, development, CMS, and your own backend data — connected to the conversation, not three tabs away. ### Stripe Payment and billing history beside every conversation. ### Paddle Subscriptions and invoices without switching tabs. ### GitHub Link issues to tickets and close the loop with engineering. ### Dorik Site and account context for Dorik customers. ### SmartApp Build a custom app that pulls data from your own backend. ### Zendesk Migration Bring your history over — tickets, contacts, and all. ### Help Scout Migration Switch without losing a single conversation. ### Webhooks & REST API Push and pull anything programmatically. (Plus+) [Browse all integrations](https://www.thrivedesk.com/integrations/) Mobile apps ## Support that leaves the desk Native iOS and Android apps that keep the queue moving — replies, notes, live chat, and notifications from anywhere. ### iOS v2.0 — December 2025 - Redesigned conversations list - Floating quick-action bar - New reply editor - Improved navigation - Live chat + custom fields ### Android Updated 2026 - Swipe actions on conversations - @Mentions in private notes - Real-time WebSocket updates - Live chat support - Tag and teammate filtering - Dark mode ThriveDesk ## Try every feature free. Shared inbox, live chat, NEO, knowledge base, automation, and the WooCommerce integration — all included in the trial. No credit card required. [Start free trial](https://app.thrivedesk.com/register)