Service & operations
Let the agent handle the questions it can, and hand the rest to your team with the full story attached. Fewer tickets, faster answers, and nothing falling through the cracks.
The everyday volume that doesn't need a person — answered instantly, at any hour.
When judgement is needed, it becomes a case — routed to the right queue with its history.
How a request flows
Every message starts with the agent. Most resolve on the spot; the ones that need a person become a structured case — routed, timed, and tracked.
The agent is the front door; casework catches everything it can't close.
When a case is opened
Cases carry a queue, a type, a target time to respond, and a disposition — so work is prioritised and measurable.
The case opens with the conversation, the customer's record, and the reason it was escalated — so whoever picks it up starts informed. Routing, target times, and dispositions are configured per queue, so the right work reaches the right team and its resolution is captured.
Know your customer, and your operation
Contacts and records keep who they are and what's happened, so the agent and your team always have the full picture.
Journey analytics show how conversations progress through your funnel, so you can find the drop-offs and fix them.
Per-user sign-in with role-based access and per-workspace usage and cost, so operations stay accountable at scale.