One thread per person. Every channel they have ever used.
A customer texts on Monday, emails on Wednesday and calls on Friday. In most stacks that is three tools and nobody knows it was the same person. Here it is one conversation, in order, with the appointment and the invoice attached to it.
What it does
SMS and MMS, email, website chat, WhatsApp and call transcripts land in the same thread against the same contact. Reply from whichever one they used last, or switch channel mid-conversation without losing the history.
Threads sort into what needs a human, what Lane has staged a reply for, and what Lane already handled. The queue you open in the morning is the first of those three, and it is usually short.
The customer's next appointment, open invoice, deal stage, last visit and lifetime value sit beside the thread. No switching to the CRM to work out who you are talking to.
Route a thread to a person or a team, see who is typing, and leave internal notes that the customer never sees. Built for two people covering one inbox without stepping on each other.
Junk is scored and set aside before it reaches the queue, so the inbox you actually open is the one worth reading.
Move, archive, assign and reply without the mouse. This is a surface staff live in for hours, so it behaves like one.
Stop and unsubscribe are honoured across channels and recorded, because the alternative is a fine.
What Lane does here
What it replaces
One system, one bill, one place your data lives.