Messaging
A messaging source can feed the same inbox once a real connector is available.
OrbitWake Service · Product preview
Every conversation. One context.
A preview of OrbitWake's customer service workspace: conversations, context, AI assistance, human handoff and visible permissions in one workflow.
The sections below describe the product direction. No external channel is shown as connected until its runtime is enabled.01Inbox
02Context
03AI + Human
04Review
Workspace preview
One view for conversations and context.
The idea is simple: conversations stay central, customer context stays visible and AI or human actions remain reviewable.
Service workspaceMaya L.Active conversation
AI assistanceCan I change the delivery address?
I found the matching order. I can prepare the change and request confirmation before proceeding.
Sensitive changeConfirmation required before execution
Write a reply…Send
Channel model
Channels converge. Runtime comes later.
Service is designed for multiple conversation sources, but this page does not pretend they are connected. It shows the planned architecture.
Email conversations follow the same context, history and handoff principles.
Web
Web chat can join the workspace without creating a separate product.
Context
AI should not respond without relevant context.
Relevant context can accompany a conversation when it exists and the workspace has permission to read it.
CustomerScoped identity
Customer profile
Orders
Tickets
History
Knowledge base
Business rules
AI + Human
Automation does not replace human handoff.
Service can work in three modes: assistance, reviewed actions or human handling. Switching must preserve the conversation and context.
Assist
AI prepares a reply, summarizes or searches for context.
Review
AI prepares the action; a person confirms when approval is required.
Human
A human agent takes over without starting from scratch.
Permissions
Tools need boundaries to be useful.
Service follows the same model as Connectors and Agents: reading, writing, sensitive actions and approvals remain distinct.
Automation preview
Work can continue after the last message.
Follow-up automations are planned features. They must use real supported events, permissions and connectors before activation.
Controlled follow-up
Prepare a follow-up after a defined delay or event.
Route work
Route a conversation to the right team or queue.
Prepare an action
Create an action only when a real connector and permission exist.
OrbitWake Service
Conversation. Context. Handoff.
A service experience designed to remain connected to the rest of OrbitWake.
Create a workspace