What is Elvo?

Elvo is a help desk where your whole team answers customers in one place. Instead of conversations scattered across many inboxes, personal mail, and social messages, everything collects in Elvo — so nothing slips through, no one answers twice, and no customer waits in a queue.

Elvo suits any team that answers a lot of customers: support, reception, sales, or accounting.

How Elvo works

The flow is always the same, whatever channel a conversation arrives on:

1. A request comes in — a customer emails, types in the chat widget, messages you on Facebook/Instagram, or calls.
2. A ticket is created — Elvo turns the request into a ticket and drops it in the inbox.
3. Assignment — the ticket goes to the right place, automatically with rules or manually to a person or team.
4. Reply — you answer the customer right in Elvo, often with help from AI.
5. Resolved — when it's done you set the ticket to resolved or archive it.

Core concepts

• Tickets — each customer conversation is a ticket. It holds every message back and forth, has a status (open, on hold, resolved), and can be assigned to a specific teammate.
• Channels — the ways conversations arrive: email, the chat agent, Meta (Facebook and Instagram), and voice.
• Teams — groups of people (e.g. Office or Social) who share an inbox and own tickets together. See Teams & collaboration.
• Folders — the inbox is organized into folders by status and ownership — Inbox, On hold, Closed, All, and team folders.

What makes Elvo different

• Visibility — see every open ticket in one place, who's responsible, and what's unanswered.
• Collaboration — several people can work the same inbox, leave internal notes the customer never sees, and assign tickets to each other.
• AI — Elvo drafts replies from your company's knowledge base, so answers are faster and consistent. You always have the final word.
• Built for Iceland — Elvo is designed for Icelandic companies, with correct Icelandic spelling, dates, and sorting.

Next steps

• The interface — get to know the four areas.
• Connect email — bring your first conversations in.
• Working with tickets — open, reply, and resolve.