One operational inbox, many storefronts

Each Meridian brand keeps its own tone and audience. In the Chatwoot admin we configure separate inboxes (email, web chat, Facebook, Google Business Messages) per brand, but staff them with a shared team. It’s all UI: logos, colors, signatures, rules.

Why this matters:

• Speed: pooled agents reduce idle time.
• Consistency: one macro library and QA rubric.
• Coverage: after-hours is simpler with a unified queue.

Tasteful, on-brand presentation from the UI

We avoid “holding-company” vibes with brand-aware settings:

• Logos & colors per inbox (favicon, chat bubble, signature).
• Voice guidance: a short do/don’t list lives in the knowledge base.
• Local details: city names, phone numbers, service areas are injected via brand metadata fields.

No code required—just clean configuration.

SLA by intent, not by channel

Channel targets can hide real priorities. We configure intent tags and measure SLAs by intent:

• Sales / quotes: 5 minutes first response
• Active jobs (day-of): 10 minutes
• General inquiries: 60 minutes
• After hours: reply before 9am local

Agents apply a small set of intent tags; dashboards show SLA performance by brand and intent.

Templates that read human

We keep templates short and editable in the UI:

• Quote prompts (origin/destination, elevator/stairs, date, size).
• Prep checklists (parking, elevator bookings, fragile items).
• Issue intake (damaged items: photo, description, next steps).

Rules we train to:

• Personalize with variables (brand, first name).
• Link out for anything longer than a few lines.
• Review usage analytics monthly; retire the low-performers.

Ownership and swarming without ping-pong

• Ownership: the first capable agent takes a thread and keeps it.
• Swarming: complex cases trigger an internal note, not a hand-off.
• Escalation: dispatch and on-site supervisors are in a mention group.

The result is fewer “who has this?” moments and better continuity for the customer.

Analytics that drive changes (not dashboards for dashboards’ sake)

We review weekly, right from the UI:

• Time to first response by intent and brand.
• Closure time and reopen rate.
• Macro effectiveness (conversion, deflection, CSAT impact).
• Top five blockers (missing elevator bookings, under-declared items, parking).

We assign owners to the worst two metrics and check back the next week—small, steady improvements.

What we’ve seen

• Faster replies (intent-level SLA focus cut first responses by ~40–55% at peaks).
• Higher CSAT (consistent tone, clear next steps).
• Cleaner handoffs (notes + ownership reduce context loss).

Unified doesn’t mean generic. With brand-aware configuration, intent routing, and a few great templates, customers feel cared for and ops stays calm.

*Chatwoot and Twilio are trademarks of their respective owners.