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Every card has its own chat thread. Discuss the email right where it lives. No switching to Slack, no forwarding, no losing context.

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Customer Support

Re: Partnership proposal Q3SALES

Daniel Okonkwo3h ago

Thanks for sending this over. I have reviewed the proposal and have a few questions about the pricing structure.

Internal chat

3 messages

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Sarah Chen2h ago

Has anyone worked with this client before? The proposal looks solid but I want to check their payment history.

Marcus Johnson1h ago

Yes, they've been on our radar for a while. Reliable payer, 90-day terms. I'd say go for it. @Sarah Chen want me to pull their account history?

Elena Rodriguez45m ago

Just checked, they renewed their last contract early. Green light from my side.

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Internal conversations that stay in context.

Card-level chat

Contextual conversations

Every card has its own chat thread. Discuss the email right where the email lives. No switching to Slack, no forwarding, no losing context. @mention a teammate to pull them in. The conversation history stays with the card forever.

mailRe: Shipping delay - order #WH-2041

Sarah Chen2:10 PM

Has anyone followed up on this? Customer seems frustrated.

Marcus Johnson2:12 PM

I called them yesterday. Warehouse says it ships today.

Elena Rodriguez2:14 PM

Great, I’ll send the tracking info once it’s ready.

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Internal chat is invisible to customers. Always. Your team can discuss sensitive topics, ask questions, and coordinate responses. The customer only sees the final reply. No risk of accidentally exposing internal discussions.

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Team members

Sarah Chen

Support Lead

Marcus Johnson

Account Manager

Elena Rodriguez

Support Agent

James Kim

Sales Rep

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AI Drafts

Reads the thread, drafts a reply in your team's tone.

Replace the side channel.

Stop the screenshot-to-Slack-to-Gmail dance. Discuss it on the card.

Most teams have a shadow workflow: email arrives, someone screenshots it, posts to Slack, asks 'has anyone seen this?', gets a reply, goes back to Gmail, types the answer. That's 6 steps for a 1-step task.

Drag's internal chat eliminates the side channel. The conversation happens on the card. The person who knows the answer @mentions in. The reply goes out. Done. No context-switching between apps, no lost threads, no 'which Slack channel was that in?'

For teams that handle complex enquiries requiring input from multiple departments, card-level chat is transformative. The sales team asks the product team a technical question. The product team responds on the card. The sales team uses that answer to craft the reply. All in one place, all searchable, all attached to the customer conversation it belongs to.

“Drag has completely changed the way our team uses our Email, eliminating double work, emails getting missed and creating LESS emails for everyone!”