One shared inbox for live chat and email, built for the keyboard
Customers write from the widget, by email, or both. Roper puts every conversation in one list so you reply from one place, with statuses that show what is waiting on whom.
By the Roper team · Published
The short answer
Roper's inbox holds live chat and email conversations in one list, with views for Open, Pending, Resolved and Bot-handled, search, internal notes, saved replies, tags and priority. You can clear it from the keyboard: j and k to move, r to reply, / for a saved reply, Ctrl or ⌘ + Enter to send and e to resolve. Pro includes 3 seats and Team includes unlimited seats.
Roper is made by the team that wrote this post. Figures for other tools come from their own public pages, listed under Sources, and are list prices in US dollars that can change.
Views that match how work flows
| View | What it shows |
|---|---|
| Open | Conversations waiting on you |
| Pending | You replied and are waiting on the customer |
| Resolved | Done; a new customer message reopens it |
| Bot-handled | Conversations where only the bot has answered, so they are not in your queue |
| All | Everything, with search across subject, customer and message body |
Inside a conversation
- The full thread: customer messages, bot messages, your replies and internal notes (yellow, never shown to the customer).
- A customer sidebar with the email, whatever your app passed such as plan and company, and the customer's previous conversations.
- Saved replies: type
/in the composer to insert one. Manage them under Replies. - Status, priority and tags shown on each conversation, so you can see what each is about. Top tags are counted in Team's analytics.
- Send and resolve in one action.
Email and chat together
Forward your support address to the address Roper gives your workspace. Each new email becomes a conversation marked with an envelope; your replies go out by email and the customer's answers thread back into the same conversation. If a customer misses a chat reply, Roper emails it to them after a few minutes when it knows their address.
Keyboard shortcuts
| Key | Does |
|---|---|
| j / k | Move to the next or previous conversation |
| r | Focus the reply box |
| / | Insert a saved reply |
| Ctrl or ⌘ + Enter | Send |
| e | Resolve |
Teammates
Pro includes 3 seats and Team ($49 a month) includes unlimited seats. Add teammates by email under Team; they join by signing in with that address. Customers and help-center readers never count as seats.
What it does not do
- No SLA timers, routing rules or automatic assignment.
- No phone, WhatsApp, Messenger or Instagram conversations.
- Support analytics (volume, response time, bot resolution) are on Team, not Pro.
- Helpdesk or shared inbox? See helpdesk vs shared inbox for when each is enough.
Questions
Common questions
- Can I handle live chat and email in one inbox?
- Yes. Chat conversations from the widget and emails to your support address land in the same list, with the same statuses, notes and saved replies.
- Does Roper have keyboard shortcuts?
- Yes: j and k to move, r to reply, / for saved replies, Ctrl or ⌘ + Enter to send and e to resolve.
- Are internal notes visible to customers?
- No. Internal notes are shown in yellow to your team and are never shown to the customer or sent to the AI model.
- How many people can use the inbox?
- Pro includes 3 seats and Team has unlimited seats. A seat is anyone who signs in to answer customers.
- Is there a mobile app?
- There is no native mobile app. The inbox is a web app that you can open on your phone's browser.
Keep reading
Sources
Answer the repeat questions once, and keep the human path open.
One inbox, one help center, one flat price. $19 a month for Pro.