[taf2]

You could try out CallTrackingMetrics https://www.calltrackingmetrics.com/ my company - not sure whether you would find us ideal or not but we also incorporate features for conversation tracking and online chat widgets... we incorporate our online chat and sms feature into a widget that can handle both inbound web chats and inbound sms... the activities are routed through a queue which has rules for how to hand out the incoming activities to each agent. The agents will hear a n incoming ring similar to a phone call as they receive new texts or web chats... the communication space is definitely growing and evolving, I’ve been hacking in it now for 12 years and enjoy the problem space but not sure if you are looking for more of a Apple like solution or Salesforce style solution... we are more similar to a salesforce solution in that you can customize CTM to do pretty much anything with our Javascript powered workflows and webhooks