Omnichannel conversation platform
Every conversation, every call, every workflow. One platform.
Channels brings WhatsApp, Instagram, Messenger, email and webchat into a single inbox. Voice records, transcribes and routes every call. Workflow replies, assigns and escalates automatically — all on one customer record, on-premise or in the cloud.
Automation handled 71%
conversations closed without an agentBuilt for teams that handle high-volume interactions
- 5+Message channels into one inbox: WhatsApp, Instagram, Messenger, email, webchat
- 1One customer record shared by chat, calls, tickets and CRM
- 24/7Workflow and AI answer and route outside business hours
- 2Deployment modes: on-premise or cloud
The three engines behind every customer conversation
Channels captures the message, Voice handles the call, Workflow decides what happens next. All three read the same customer record, so context survives when a conversation moves between channels.
Channels
Every message channel in one inbox, with assignment and history joined up.
- WhatsApp, Instagram and Messenger over the official APIs
- Livechat widget for your own website
- Email lands in the same queue
- Media, WABA templates and delivery status
Voice
Inbound and outbound calls sit inside the same conversation thread.
- Routing to an agent, a team or a queue
- Recording and a CDR for every call
- Automatic transcription that becomes searchable text
- Call outcomes land in tickets and CRM
Workflow
The rules that decide who answers, when, and with what.
- Triggers: messages, tickets, schedules, webhooks
- Conditions: intent, channel, segment, business hours
- Actions: reply, tag, assign, escalate, hand over
- Every path is written to the audit log
Every message from every channel lands in one inbox
Customers pick the channel they like. Your team answers from one app. One conversation, one owner, one history, even when the customer switches channel mid-issue.
- Messenger
- Webchat
- A new channel is a new driver; agent workflows stay the same.
- Messages, media and delivery status are stored per contact.
- AI, an agent or a supervisor can take over without breaking the thread.
- Inbound webhooks are signature-verified, and provider retries do not duplicate a message.
Calls stop being a blind spot
A caller keeps their identity. Recent chats, invoices and open tickets appear on the agent screen the moment the call connects. When the call ends, the recording, the transcript and the outcome stay on that same contact.
- Inbound calls route to an agent, a team or a queue by rule.
- Every call gets a CDR: time, duration, direction, outcome and agent.
- Recording plus transcript make call content searchable and reviewable.
- Call disposition can trigger a workflow: send a summary, open a ticket, schedule a follow-up.
Decisions made once, executed every time
Workflow takes the rules that used to live in a supervisor’s head and runs them the same way every time. It reads the message, works out the intent, then picks an action: answer with AI, hand over to the right agent, raise the priority, or call another system.
- Triggers from an inbound message, a ticket change, a schedule or a webhook.
- Nested conditions: intent, channel, customer segment, business hours, transaction value.
- Actions: reply, tag, assign, escalate, hand over to a human, send a webhook.
- AI answers are limited to the Knowledge Base, so they stay inside your content.
- Routing — queue, round-robin, or the agent with the lightest load.
- Handover — the AI passes the full conversation with a summary.
- SLA — escalation fires before the target time runs out.
- Audit — every path is recorded: which node matched and which did not.
When a conversation needs a case, it becomes one
A conversation that will not close in the first message or call becomes a ticket, with the same SLA, owner and history.
One queue for chat, calls, and email
Tickets from every channel land in one queue with priority, escalation and automation. Supervisors see workload and quality without building a report by hand.
- Multi-channel ticketing with priority levels and escalation tiers.
- CSAT, NPS and FCR attach to the ticket they came from.
- The Knowledge Base suggests answers inside the agent view.
- Broadcast and Survey run off the same contact list.
| Ticket | Subject | Channel | Status |
|---|---|---|---|
| #4821 | Order not delivered | Due 15m | |
| #4820 | Duplicate charge | Voice | In progress |
| #4819 | Refund request | Escalated | |
| #4818 | Reschedule request | Resolved |
The rest of the operation, on the same record
Channels, Voice and Workflow read the same contacts, datasets and permissions as the rest of the platform.
A foundation you can audit and own
For teams that handle customer data, how the platform is installed and locked down matters as much as what it does.
On-premise or cloud
Run it on your own servers, in the cloud, or both, with a connector for external channels.
Security & audit
Role-based access, an audit log per change, and data retention you can set to policy.
Open integration
APIs, signed webhooks and dataset import to connect the systems you already run.
AI with guardrails
AI answers stay inside the Knowledge Base and can hand over to an agent at any point.
Solutions by industry
Every industry runs its own process. We start from yours, then configure the channels, workflow and permissions around it.
Frequently asked questions
The questions buyers ask most while evaluating a communications platform.
Can WhatsApp use our own number?
Yes. WhatsApp connects over the official API on your own business number, with templates for messages outside the 24-hour window. App credentials are stored per channel, so each brand can run its own account.
Do chats and calls really share one record?
Yes. Both attach to the same contact. An agent sees the last chat when a call comes in, and a call summary can trigger a follow-up workflow that opens a ticket or sends a recap over WhatsApp.
How is call recording handled?
In on-premise mode recordings stay in your infrastructure, with access limited by role and every access written to the audit log. Transcription turns them into searchable text for review and QA.
What can the AI reply without a human?
The AI answers from your Knowledge Base and the workflows you defined, and hands the conversation to an agent when the intent falls outside that scope. Every handover carries a summary and the full history.
Can we deploy on-premise?
Yes. The platform runs on your own servers, including the internal modules without internet access. For external channels such as WhatsApp, Omni Connector keeps messages flowing back into your infrastructure.
How long does implementation take?
It depends on scope. Channels and Helpdesk usually go live in weeks; Voice and system integration roll out in stages with our team.
Can we migrate existing data?
Yes. Contacts, historical tickets and operational datasets are imported through Data Manager with column validation and a change log, so you can review the result before it goes live.
Bring every conversation into one place
Tell us your channels and your interaction volume. We will show how Channels, Voice and Workflow run on your own case.