Voice Chat, Team Inbox, and Human Handoff: The Agency Plan Features
Voice Chat, Team Inbox, and Human Handoff: What’s on the Agency Plan
Beyond WhatsApp and white-label branding, the Agency plan adds three features aimed at businesses handling higher conversation volume, or teams that need more than one person managing chatbot conversations. Here’s what each one actually does.
Voice Chat
Visitors can speak their question instead of typing it, and get a spoken response back — useful for visitors on mobile who’d rather talk than type, or for accessibility reasons. It runs through the same grounded knowledge base as the text chat, so the answers are equally accurate, just delivered differently.
Team Inbox
When a conversation needs a human, Team Inbox gives your staff a shared place to see and respond to live conversations, rather than each person only seeing what happens to come through their own notifications. For a business with more than one person handling customer enquiries, this keeps everyone working from the same view instead of duplicating effort or missing handoffs.
Slack Integration for Human Handoff
Connected to Slack, a conversation that needs a real person can notify your team directly in the channel they’re already working in — rather than requiring someone to be actively watching a separate chatbot dashboard. For a team that already lives in Slack day-to-day, this means handoffs land where attention already is.
A Realistic Example
An agency in Johannesburg manages chatbot conversations across several client sites, with a small support team split across those accounts. Team Inbox gives the whole team visibility into live conversations needing a response, and the Slack integration means a genuinely urgent handoff surfaces in the channel the team’s already watching, instead of depending on someone checking a separate dashboard throughout the day.
Why These Are Agency-Tier Specifically
These features solve problems that scale with conversation volume and team size — a single-site business on Starter or Professional typically doesn’t need a shared team inbox or Slack routing, since one person can reasonably keep on top of the volume. They become genuinely useful once you’re managing conversations across multiple sites or a larger support team.
FAQ
Does voice chat work in South African languages too?
Voice chat works alongside the same language support as text — check current voice-specific language coverage against your chosen AI provider’s capabilities.
Can I use Team Inbox without the Slack integration?
Yes — they’re separate features; Team Inbox works as your central conversation view regardless of whether Slack is also connected.
Is this overkill for a small business?
Likely, yes — these are built for higher-volume or multi-person support scenarios; Starter and Professional cover a typical small business well without them.
Key Takeaways
- Voice chat, Team Inbox, and Slack-based handoff are Agency-tier features, built for volume and team-based support.
- They solve real coordination problems for multi-site or multi-person support teams specifically.
- A single-site small business typically doesn’t need them — Starter or Professional fits better.
See the full Agency feature set: the Outview AI Chatbot for South African businesses.