Full Feature List

Email Routing & Distribution

Feature	Description
Automatic Routing	Automatically directs incoming email to the proper agent or group.
Multi-Channel Email Inboxes	Centralize messages from multiple domains or departments.
Round-Robin Assignment	Evenly distributes incoming tickets across available agents.
Overflow Routing	Automatically escalates or reroutes when agents are unavailable.

Team Collaboration

Feature	Description
Internal Notes	Agents append private notes visible only within MailFlow.
Real-Time Status Indicators	Shows online/offline status and activity of each agent.
Shared Queues	Multiple team members can work from common message pools.
Assignment Locking	Prevents duplicate responses or agent collisions.

Customer Communication

Feature	Description
Auto-Responses	Send customized, automated replies based on message rules.
Canned Responses	Quickly reply using pre-built templates.
HTML & Plain Text Support	Compose and send formatted or plain messages.
Message History Tracking	Complete log of all customer interactions.

Administration & Security

Feature	Description
Admin Dashboard	Full overview of system activity and message flow.
Access Roles	Grant permissions by agent, group, or department.
Secure SQL Storage	All data maintained safely in your local SQL environment.
Configurable Policies	Customize routing rules, priorities, escalation paths, and more.

Reporting & Analytics

Feature	Description
Agent Performance Reports	Track productivity, response times, and resolution metrics.
Queue Analytics	View traffic patterns, spikes, and processing times.
Export to CSV	Download reporting data for external analysis.
SLA Monitoring	Measure performance against defined service-level goals.