Brief
A unified support inbox consolidating web chat, email and social messaging into a single multi-agent workspace, with role-based access, a knowledge base, and AI-assisted reply suggestions.
−60%
Reply Time
99.95%
Uptime
4.8★
CSAT Average
Problem
Support lived in four different tools. Agents lost context switching between them, customers repeated themselves, and nobody could see the full history of a conversation that had crossed channels.
Solution
- A unified inbox across web chat, email, WhatsApp and Facebook, with one conversation history regardless of channel.
- Fine-grained role-based access with an audit trail and team workspaces.
- AI reply suggestions trained on the team’s own past resolutions, cutting agent typing by 35%.
- An embeddable web chat widget with handoff and routing rules built in.
Result
Average reply time fell 60% and agent typing dropped 35%, at 99.95% uptime and a 4.8-star average customer satisfaction rating.
Under the hood
| Frontend | React, embeddable chat widget |
|---|---|
| Backend | Django, PostgreSQL, Redis, Celery |
| AI | Reply suggestions trained on historical resolutions |
| Billing | Stripe |
