Support inbox

AI triage, replying in-app, and the per-section access that controls who can write back.

AdminOperator

Updated 2026-06-04

Screenshot coming soon

Triage, in context

When the Gmail integration is enabled for your workspace, support threads land here already classified by AI, linked to the relevant shipment where one exists. The page only appears when the integration feature flag is on.

Controls on this page

AI triage labels: Each thread is auto-classified (e.g. where-is-my-order, refund, complaint) to help you batch similar work.
Reply from app: Send a reply without leaving HydraScale; it goes out through the connected Gmail inbox.
Status / assignment: Move a thread through your workflow. Default access gives writing to admins; an admin can grant it to operators.