Zorvia, one inbox for every customer conversation

The problem was never "replying"

Teams using Zorvia weren't struggling to type replies. They were struggling to keep up with conversations spread across different apps, devices, and people. That fragmentation creates a predictable, quiet mess: messages get missed, two people reply to the same customer, and a manager asking "what's the status?" gets answered with "let me check."

Zorvia exists to remove that fragmentation, giving teams one place to connect channels, handle conversations, and build reliable habits around ownership and response, while keeping room to run lightweight business workflows like invoicing on top.

Rebuilding the dashboard's foundation

I led the redesign of the web dashboard's information architecture and navigation, the structural work that everything else sits on top of. Alongside that, I designed the CRM workflows and the Live Chat experience itself, and rebuilt key UI components into a reusable library, which cut down handoff time with engineering and kept new features visually consistent as the product grew.

A unified inbox only works if ownership is obvious. The redesign had to make "who's handling this?" answerable at a glance.

Two inboxes, two jobs

Zorvia separates conversations into two clear spaces. The Customers inbox is for external conversations coming in from WhatsApp, Telegram, and other channels. The Teams inbox is for internal coordination, so collaboration never leaks into a customer thread. Filters for status, assignment, and channel keep the list scannable even with hundreds of open conversations.

Customer inbox, a live WhatsApp conversation, with the agent's replies clearly separated from the customer's.

Team inbox, internal coordination (here, ops flagging a spike in delayed withdrawals) stays fully separate from customer chat.

Assigning a conversation needed to be fast, visible, and reversible, so ownership is never a mystery, and a thread never silently sits unclaimed.

Assignment, Unassign, Assign to Me, or Assign to Team, with the current owner always visible in the header.

Customer context that doesn't get lost

A unified inbox only works if the team can quickly answer "who is this person, and what's our history with them?" Contacts acts as the workspace's shared memory, organised, filterable by status, and searchable, so context carries forward even as conversations move fast across channels.

Contacts, status (Active/Inactive/Blocked), assignee, and channel all visible in one scannable table.

Clear ownership through permissions

As soon as more than one person is replying, collaboration needs structure. I treated roles and permissions as a foundation, not a settings afterthought, each role (Admin, Agent, Editor, Viewer) has granular, grouped permissions across Channels, Contacts, Conversations, Messages, and more, so access always matches responsibility.

Role Management, permissions grouped by category, with exactly what each role can see and do spelled out.

Consistency across web and mobile

The mobile companion isn't meant to replace the web workspace, it's for staying responsive when the team is away from their desk. I kept the core language consistent across both: the same conversation model, the same idea of ownership, so switching between web and mobile never feels like relearning the product.

Mobile, every connected channel represented visually, reinforcing the "one inbox" promise on the go.

Monetisation that sits close to the workflow

Billing isn't a separate admin corner in Zorvia, it sits close to where the value becomes real. Plan details, renewal status, and payment history are kept transparent and predictable, with clear status labels (Paid, Processing, Pending) so nothing about a team's subscription feels ambiguous.

Billing, current plan, renewal date, and payment history with clear status labels.

What the redesign taught me

Structure is the real feature

Before the IA rework, the dashboard's biggest problem wasn't any single screen, it was that nothing connected to anything else logically. Fixing the navigation and information architecture had more impact than any individual UI polish pass.

A component library is a trust exercise with engineering

Rebuilding key UI into a reusable library wasn't just a design-system nicety, it directly cut handoff time and kept new features from drifting into inconsistent patterns as the team shipped faster.

Coherence has to survive growth

As Zorvia added more capability, CRM, roles, Live Chat, billing, the risk was never "too few features." It was losing the sense that this was still one workspace. Keeping that coherence was the actual design job.