# Answer every client from one inbox, whichever channel they wrote on.

Agency Ops is one inbox for a services business. Email, chat and direct messages land in one conversation record, are sorted as they arrive, and carry the pipeline of every client conversation on the same data. OCTYN runs its own client work on it, behind a sign-in only OCTYN can pass. Internal as of 2026-07-06.

Domain: Our own · Agency Ops
Label: Running (our own)
For your leadership team. Inside: message sorting · one client record · pipeline on the same data

## Architecture

- **Arrive**: Email, chat and direct messages from every channel land in one conversation record.
- **Sort**: Each message is classified as it arrives: which client, which conversation, what it needs.
- **Pipeline**: Where each client stands is kept on the same record as what they last said.
- **Reply**: A reply is prepared on the conversation, whichever channel it came in on.

Boundary (one record): No conversation lives outside the one record, whichever channel it came in on.

## What it is

One inbox for a services business: email, chat and direct messages in one record, sorted as they arrive.

The pipeline sits on the same record as the conversations, so where a client stands and what they last said are one lookup.

## Related

- [Operations systems](https://octyn.co/systems/operations)
- [Put each participant’s full context in front of their counsellor.](https://octyn.co/casestudies/participant-context)
- [The Consult](https://octyn.co/consult)

Canonical: https://octyn.co/casestudies/agency-ops