Every channel.
One screen.
Voice, chat, social, and SMS unified — with AI routing and full CRM context on every conversation. Your agents never need to switch tools again.
IVR routing config update
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Meet customers where they are.
Unified Agent Desktop
Every channel — voice, chat, SMS, social, email — in one screen with full CRM context.
Voice + Digital Routing
Route voice and digital contacts to the same queue with skills-based logic.
AI Channel Selection
AI routes customers to the fastest channel based on intent, history, and agent availability.
Social & WhatsApp
Instagram, Facebook, Twitter DMs, and WhatsApp Business — natively integrated.
Email Queuing
Email enters the same queue as calls — SLA tracked, assigned, and resolved in one place.
Cross-Channel Analytics
CSAT, resolution rate, and handle time across every channel in a unified report.
FAQ
Can agents handle multiple channels simultaneously?
Yes. The unified desktop shows all active conversations — agents manage concurrent chats while on a call.
Is context preserved when switching channels?
Yes. CRM history, previous interactions, and sentiment carry across every channel — no re-introduction needed.
Which social channels are supported?
Instagram DMs, Facebook Messenger, Twitter/X DMs, and WhatsApp Business — all in the same inbox.