Give your team a place to think, ask, and solve Inside the same tab, And keep the whole conversation together.
The questions you ask a teammate. The quick check with a manager. The “what do we do here?” moments that happen off to the side. That’s where the real decisions happen. It’s also where a lot of the context gets lost.
Backchannel brings those internal conversations into the customer conversation itself, so your team can collaborate, clarify, and move forward together without switching tools, losing context, or leaving anyone out of the loop.
Get Started With Your VirtualText Quote
Stop letting leads slip through the cracks when they leave your site. With VirtualText, you can turn a web chat into a text conversation that stays in your customer’s pocket. Schedule a brief session with a VirtualText product expert to review your needs and start your custom quote.
Built To Work The Way Teams Do
When a team member needs something or has a question, they’ll often have to jump out of the conversation to figure it out in Slack or another channel, but not anymore.
Backchannel gives every customer conversation an equally dedicated space to ask questions, get input, and confirm decisions internally in real time. Invite and message with the people you need, jump on an audio huddle together, or walk through the aftermath of a situation, while keeping everything connected to the context at hand.
No side messages, tool switching, or lost context. Just faster, more confident conversations—together.
Real-Time Training & Onboarding
Backchannel turns everyday conversations into real, usable learning.
New and growing team members can ask questions in the moment, get guidance as they work, and see how decisions are made, not just what the final response looks like.
Over time, every conversation builds on the last. What would have been a one-off question becomes shared context the next time it comes up.
It’s training that happens naturally, without slowing the team down or pulling people into separate sessions.
Management transparency and visibility
Backchannel gives managers a clearer view into how conversations actually unfold.
When reviewing performance, sentiment, or outcomes, it’s not just about what was said to the customer. It’s about what happened behind the scenes, too. Managers can step into backchannel to see the questions, decisions, and collaboration that shaped the response.
It creates visibility without interruption, and insight without extra reporting, so you can support your team with the whole story every time.
More Features Worth Reviewing
Observations
The moments that matter don’t always announce themselves. Make them visible, so your team can
Shared Inbox
With a shared inbox, all your team’s messages are in one place. Collaborate, assign, and
Sentiment Analysis
Our sentiment tool is a signal. How your team responds to that signal is entirely
