Features
Deflection AI: auto-resolves tickets from past tickets, help center, live data
AI Copilot: auto-generates suggested replies with reasoning and references
Escalation Copilot: one-click escalation to Slack or Jira with full context and two-way sync
AI Tagging & Field Filling: auto-categorizes and fills ticket fields, supports ticket form selection
Call Insights & Summary: transcribes and summarizes calls with customizable templates
Quality Assurance: scores 100% of conversations against custom criteria
Troubleshooting Agent: investigates code, logs, recordings, and tools for root cause
Ticket Trends and Topic Insights: analytics on ticket patterns
Multilingual support (50+ languages)
Knowledge base and training material management
Custom workflows and trigger conditions for AI assignments
Shopify integration for real-time order context
Two-way sync with Slack and Jira
SOC-2 Type 2 certified, GDPR compliant, hosted on Microsoft Azure in Europe
Escalation forms with custom fields and unlimited escalations
Omnichannel inbox across Slack, Teams, WhatsApp, Telegram, Discord, email, chat, phone
AI-powered intent-based routing
AI Assistants for context, drafting, translation
AI Agents for autonomous Level 1 ticket resolution
Knowledge gap detection and automated article drafting
Account Intelligence with churn signals, health scores, Salesforce opportunity creation
Native phone support (calls as account context, $35/seat/mo)
WhatsApp group messaging via official API
Telegram broadcasts with document support
PDF embedding in Knowledge Base articles
CSAT surveys and ticket forms
SLAs and support hours configuration
Broadcasts for proactive customer communication
Custom and default analytics dashboards
Runbooks for automated support workflows
