01 — The Problem
A customer emails twice and gets two different answers.
Harborline pulls email, chat, and social mentions into one inbox, so the second agent who opens that thread can see the first agent already answered — and what they said.
We ran a support team out of a shared Gmail inbox for two years. Six people, one login, no way to tell who’d already answered what. We built Harborline because “just be more careful” is not a process.
02 — How Routing Works
Every conversation gets one owner, automatically.
Routing rules run against the message, not the channel — a billing question from a chat widget and a billing question from an email both land with the same two people on your billing rotation. Rules stack: route by keyword, by customer plan tier, by which agent last touched that customer, or by straight round-robin when none of that applies.
"refund" or "chargeback" anywhere in the message
→ Billing team, skip round-robin
Message from a customer on the Enterprise plan
→ Their named account rep, always
No rule matches
→ Next agent in round-robin, weighted by open-ticket count
One thread, two agents
Sam’s reply and Priya’s reply stitched into one continuous conversation, so anyone opening the ticket later sees exactly who said what, in order.
03 — What's Inside
The parts you’d actually build, already built.
Unified inbox
Email, live chat, and social mentions in one queue, no separate tabs.
Routing rules
Keyword, plan tier, and workload-based, stacked in any order.
Internal notes
Private comments on a thread customers never see, threaded next to the public replies.
Canned replies with variables
Insert the customer's name, plan, and last order number without copy-pasting from a spreadsheet.
SLA timers
A visible countdown per conversation, not a report you check after you've already missed it.
04 — Pricing
One price per agent seat. No per-channel add-ons.
Starter
$19/agent/mo
Unified inbox, routing rules, 90-day history. Up to 5 agents.
Team
$39/agent/mo
SLA timers, canned replies with variables, unlimited history. No agent cap.
Enterprise
Talk to us
SSO, a dedicated account rep, and a migration team for your Zendesk or Gmail history.
Every plan includes every channel — we don’t charge extra to plug in Twitter/X or SMS.
05 — Customers
“We went from a shared Gmail account to Harborline in an afternoon. The first thing that changed was nobody double-answered a ticket again.”
“The routing rules took fifteen minutes to set up and cut our average first-reply time in half.”