A question lands while everyone is busy
“Can you look at a leaking tap at our office?” is a request for help. In the shared pool, an unassigned enquiry remains visible until an available colleague claims it.
Gatherdesk for trades and field service
Shared inbox for trades.
Every enquiry has a next step.
Keep the next repair enquiry out of a personal inbox.
When the team is on site, customer messages still need an answer. Give the office a shared view of new enquiries and let an authorised colleague pick up the conversation.
EmailWhatsAppWeb chat
Shared enquiry poolNew
Customer enquiry
“Can you look at a leaking tap at our office?”
Assigned to Office team
A clear next reply
Collect the location and problem, assign the enquiry and arrange the next step in your job scheduling system.
Connected channels feed the pool. Access, plan and channel setup determine what each team member can use.
A day in your business
From the first question to a useful reply.
Office team needs the context
Collect the location and problem, assign the enquiry and arrange the next step in your job scheduling system.
The customer comes back with another question
Reply in the same conversation with its history. Connected WhatsApp messages stay linked to the customer number; website chat continues when its session is recognised.
Inside Gatherdesk
The reply, the owner,
the whole conversation.
Open a conversation to see the customer’s messages and the team’s replies together. Ownership makes the next action clear; history gives the next colleague context.
See how enquiry ownership works
A familiar workspace
Your work.
Your team’s language.
JobsCustomers
Choose your business profile when the workspace is created. It shapes the terminology and relevant services your team sees.
- Use Jobs and Customers as the workspace vocabulary for your business.
- Assign channel access to managers and agents, then give each enquiry a clear owner.
- Save enabled reply templates for common questions and adapt them before sending.
- Capture the name, email or phone number available from the conversation in client records.
Set up around your team
Make the first handover a good one.
- 1. Connect one channel. Start with a shared mailbox or one page carrying the website widget. Configure WhatsApp with your Meta account when ready.
- 2. Give the team access. Assign the channel to the manager and agents who will answer it, and check what each role can see.
- 3. Try the complete conversation. Send a test enquiry, assign it, reply and return as the same customer. Then add templates for the questions you hear most.
Before you decide
Good questions.
Straight answers.
Does it dispatch engineers automatically?
No. Your team assigns conversations and coordinates the next step. Automatic dispatch and route optimisation belong in a specialist field-service system.
Which channels are supported?
Connect an IMAP/SMTP mailbox, install the Gatherdesk website chat widget and configure WhatsApp through Meta Cloud API. Channel availability depends on your plan and setup. Phone calls, SMS and social DMs are not native channels today.
Can the team take over from AI?
Yes. Where AI is configured and enabled for a supported chat channel, a staff reply pauses automatic replies. The team can resume AI when appropriate. Email replies stay under staff control.
Does everyone see the same enquiries?
Access depends on the role, channel and mailbox assignments. Managers can supervise assigned teams; agents work within the access granted to them.
Can I keep my current specialist software?
Use your field service management software for dispatch, routing, fleet tracking and offline job cards. Gatherdesk does not provide those specialist tools or a phone call inbox.
See Gatherdesk with your trade business in mind.
Bring a typical customer enquiry to your demo. We’ll walk through how your team can handle it together.
No card required · See Gatherdesk pricing