A customer asks where order 4821 is. The Agent quotes the dispatch date and the delivery window, sends a button to track the parcel, and hands the thread to a named person on the support team when the customer asks for a human.
Support on the number people already message
Order status, shipping, returns and billing questions get answered the moment they arrive, including at 2am. Everything lands in the Inbox, and your team takes over whenever it wants to.