Overview
Most Sayless work starts in the inbox. A customer or partner sends a message through a connected channel such as Email, WhatsApp, Telegram, Slack, or Microsoft Teams. That message becomes a conversation. Your team can reply, assign an owner, apply labels, update the status, snooze it, or create a ticket when the work needs more structure. As the work grows, Sayless keeps the surrounding context in records. This is what makes it useful for customer success, implementation, support, renewals, and other post-sales teams that need to understand the account before acting.- Companies for accounts and organizations.
- Contacts for people.
- Metrics for event data and charts.
- Reports and dashboards for review and visibility.
Top-level product links such as/inbox,/tickets,/companies,/reports, and/settingsrequire an authenticated user. When you are signed in, Sayless opens the route in your active workspace.
Basic concepts
Workspace
A workspace is the container for your team’s conversations, tickets, records, integrations, reports, members, settings, and billing. Each workspace has its own members, permissions, channels, labels, statuses, API keys, webhooks, and connected apps. If you belong to more than one organization, you may have access to more than one workspace. Admins configure the workspace from settings. Team members usually spend most of their time in the inbox, tickets, records, broadcasts, and reports.Members and roles
Members are the people who can access a workspace. Roles control what each person can manage. Admins can invite teammates, change roles, manage billing, configure integrations, create API keys, set up webhooks, and update workspace-level settings. Team members can work from the areas available to them, such as conversations, tickets, companies, contacts, metrics, broadcasts, and reports.Channels
Channels are the sources Sayless uses to receive and send messages. Supported conversation channels include Email, WhatsApp, Telegram, Slack, and Microsoft Teams. Each channel has its own setup flow. Some channels require an admin, a workspace integration, a connected personal account, or a plan that includes the feature. Once a channel is connected, incoming messages appear as conversations in the inbox.Channel settings are workspace-level. If you cannot open a channel settings page, check your role, plan, and whether the feature is enabled for the workspace.
Conversations
Conversations are inbound message threads from connected channels. They are the starting point for most customer work in Sayless. A conversation can be replied to directly, assigned to a teammate, linked to a company, labeled, snoozed, marked as spam, or used to create a ticket.Inbox views
The inbox gives you focused views for different kinds of conversation work:- All conversations shows active conversations that are not snoozed.
- Assigned to me shows conversations owned by you.
- Shared shows conversations you are subscribed to or participating in.
- Unassigned shows conversations without an owner.
- Snoozed shows conversations paused until a later time.
Conversation properties
Conversation properties describe the current state and ownership of a conversation. Common properties include:- Status for where the conversation sits in the workflow.
- Assignee for who owns the next response or action.
- Labels for categorizing conversations.
- Company for linking the conversation to an account.
- Subject for clarifying the thread.
- Snooze for hiding a conversation until later.
- Spam for removing unwanted conversations from active views.
Replies
Replies are written from the conversation detail view. Depending on the source channel, replies may support recipients, formatted text, files, inline images, and message history. Use replies for direct customer communication. Use tickets when the conversation creates work that needs tracking beyond the reply.Tickets
Tickets track follow-up work. A ticket is useful when a conversation needs an owner, a due date, a status, comments, external issue links, or a longer-running resolution process. Tickets can be created from the tickets page or from a conversation, which keeps the original context attached.Ticket views
Tickets are organized into views:- All tickets shows the full ticket list.
- My tickets shows tickets assigned to you.
- Unassigned tickets shows tickets without an owner.
Ticket properties
Ticket properties describe the work and its current state. Common properties include:- Status for workflow progress.
- Assignee for ownership.
- Labels for categorization.
- Due date for time-sensitive work.
- Linked conversations for customer context.
- External links for Linear or Jira issues.
Comments and activity
Tickets include comments and activity history. Comments are for team discussion. Activity history records important changes such as status updates, assignee changes, label changes, and linked conversation changes. Use comments when the work needs internal discussion. Use the ticket description for the durable summary of the task.Records
Records keep customer context organized outside individual conversations and tickets. The main record types are Companies, Contacts, and Metrics.Companies
Companies represent accounts or organizations. A company can have conversations, tickets, contacts, files, notes, pricing records, peers, and metrics. Company pages are useful when you need an account-level view of what has happened, what is open, and what context the team should know before replying or taking action.Contacts
Contacts represent people. A contact can be linked to a company and can have related conversations and tickets. Use contacts when you need to understand who is involved in customer work and how their communication connects to the broader account.Metrics
Metrics represent event data your team wants to track. Metrics can have events, details, integration settings, and charts. Use metrics when customer or product activity should be reviewed over time, compared by company, or visualized in charts.Broadcasts
Broadcasts are outbound messages sent through configured destinations. Use broadcasts when your team needs to send an announcement, update, or message to a connected audience. Broadcasts can be created, edited, duplicated, sent, canceled, or deleted depending on their state and your permissions. Broadcasts rely on the relevant channel setup. For example, Slack broadcasts use configured Slack workspace settings and broadcast profiles.Reports and dashboards
Reports and dashboards help teams review activity and performance across the workspace. Reports contain the data views your team wants to inspect. Dashboards organize reports into a broader view so teams can monitor related work together. Use reports for specific analysis. Use dashboards when several reports should be reviewed together, such as a customer success operating review, onboarding health review, renewal pipeline review, or support escalation review.Integrations
Integrations connect Sayless to the tools and channels your team already uses.Conversation integrations
Conversation integrations bring messages into Sayless:- Telegram
- Slack
- Microsoft Teams
Work tracking integrations
Linear and Jira connect tickets to external issue trackers. Use these integrations when customer follow-up needs to continue in an engineering, product, or operations workflow outside Sayless. A ticket can create or link to an external issue so the customer context remains connected.Developer integrations
API keys, OAuth apps, and webhooks let teams connect Sayless to internal systems. Admins can create API keys, manage OAuth apps, configure webhooks, and review webhook delivery failures from settings.Taking actions
Actions are the changes you make in Sayless: replying to a conversation, assigning work, applying a label, changing a status, creating a ticket, connecting a channel, or deleting a record.How actions work
Most actions are available from more than one place. For example, to assign a ticket you may be able to:- Open the ticket and change the assignee property.
- Use a row or context menu from a ticket list.
- Use the command menu when the ticket is active.
- Use a keyboard shortcut where one is available.
Bulk actions
List and table views support bulk work where available. You can select multiple rows and perform actions such as deleting items, changing properties, or applying updates to several records at once. Bulk actions are useful for cleanup, triage, and large updates, but they may be limited by your permissions.Keyboard shortcuts
Keyboard shortcuts help you move through Sayless quickly. Press? anywhere in the app to open the shortcuts panel and search the full list.
Common navigation shortcuts include:
GthenIto open the inbox.GthenTto open tickets.GthenBto open broadcasts.GthenCto open companies.GthenKto open contacts.GthenMto open metrics.GthenEto open metric data.GthenRto open reports.GthenSto open settings.
O then another key:
OthenWto switch workspace.OthenCto open a company.OthenKto open a contact.OthenIto open an inbox message.OthenMto open a metric.OthenTto open a ticket.OthenBto open a broadcast.
Command menu
The command menu lets you search for actions that apply to the current page, active item, or selection. Launch the command menu with⌘ then K on macOS, or Ctrl then K on Windows and Linux.
Use it when you know what you want to do but do not want to find the exact button or menu. Command menu results change based on where you are in the app and what item is active.
For example, from a ticket you can search for actions like changing status, assigning the ticket, updating labels, setting a due date, linking a conversation, or connecting a Linear or Jira issue. From list pages, the command menu can also show create actions such as new ticket, company, contact, metric, broadcast, report, or dashboard when those actions are available.