Textline Webchat: The following images are direct exports of Figma files and have not been “portfolio” modified. It is important to me that the design work I create and oversee is showcased as users would see it.
Textline Webchat
Bridging the gap between Webchat and SMS is a complex challenge, but at Textline, we solved it with a novel approach. I introduced the concept of “Maybe Users” — a temporary status for contacts the system suspected might be known. With a simple sync or confirmation from either the agent or end-user, the system could verify and merge the contact and their conversation data with confidence.
Highlights:
Expanded Textline into an omnichannel platform, helping customers streamline their software stack.
Introduced as a revenue-generating add-on that could be applied to any number or department, making upselling easy.
Delivered a near-seamless experience for both agents and end-users, ensuring clean data and reliable metrics.