01
Universal inbox
One queue for every customer thread your team is responsible for.
- Assignment and ownership
- Internal notes and tags
- Attachments and quick responses
- AI-handled and human-help states
Customer operations platformBuilt for the whole conversation
Every conversation.
One operating system.
Knows your business better than ya..!
Handle messages, calls, customer records, campaigns, AI assistance and reporting in one workspace. Your team sees who the customer is, what happened and what to do next.
- AI and agents share one queue
- History stays with the customer
- Fits your teams and rules
Live customer flow Connected
WhatsApp
SMS
Voice
Omnichannl contextCustomer #1842
NA
Nadia AhmedOpen conversation · priority routing
AI triagedIntentDelivery change
Known context3 orders · 1 open ticket
Next actionVerify order, then respond
AI handlesGrounded reply
Team handlesFull context
No blind handoffs. Assignment, notes, history and channel context stay attached.
02 / Product surface
See the actual workflow
See how the work gets done.
Open a customer thread, handle a live call, ask a business question and check the result without switching products or rebuilding the customer history.
Nadia AhmedWhatsApp · Open
Reply
Write a reply or use a quick response...
/ Quick response
03 / Capability atlas
What your team can run
Twelve connected parts of the same product.
Service, sales, contact-centre and operations teams work from the same customer record, with the tools for each job close at hand.
02
Customer registry
A configurable customer record that stays beside the conversation.
- Custom fields and layouts
- CSV import and field mapping
- Contact ownership and filtering
- External API sync and lookup
03
Calling workspace
Handle inbound, campaign and manual calls from the same screen.
- Softphone sessions and live state
- Transfers, hold and dispositions
- Contact history and messaging
- Dynamic call wrap-up forms
04
Routing & IVR
Design how calls enter, move and recover before they reach an agent.
- Visual multi-stage IVR builder
- Audio asset preparation
- Validation, publish and rollback
- DID, queue and team routing
05
Campaign operations
Build targeted calling workflows from the contacts already in your registry.
- Contact filters and lead ownership
- Dialling policies and hopper control
- Campaign forms and dispositions
- Provisioning state and retry controls
06
Tenant-configured AI
AI shaped by your company context, operating rules and confidence boundary.
- Auto-reply or copilot per channel
- Knowledge and history grounding
- Fallback and human handoff
- MCP tools for approved actions
07
AI evaluation lab
Test behaviour before customers experience it and turn feedback into safer changes.
- Draft persona and rule overrides
- Evidence and context inspection
- Feedback and learning signals
- High-priority live notices
08
Knowledge publishing
Create the source material used by customers, agents and grounded AI.
- Articles and categories
- Public branded knowledge pages
- Searchable help content
- Tenant-scoped publishing
09
Operational analytics
Measure what happens across channels, people, campaigns, AI and the operation.
- Overview and channel reporting
- Agent and campaign performance
- AI quality and operations views
- Funnels, forecasts and heatmaps
10
Forms & data capture
Collect structured information at the exact point work is completed.
- Drag-and-order form fields
- Visibility and requirement rules
- Validation and submission
- Campaign and call integration
11
Identity & governance
Keep every workspace, permission and material change accountable.
- Tenant-scoped access
- Roles, teams and permissions
- MFA and OIDC flows
- Human-readable audit activity
12
Extensible platform
Add channels, tools and business systems without replacing the agent workspace.
- REST endpoints and webhooks
- Provider adapter model
- Real-time event delivery
- Secure storage and media processing
04 / System details
Controls your team can use
Set up the work the way you run it.
Build call journeys, route work, manage access and organize teams with controls that stay visible and editable.
01 / Visual IVR studio
26Build the call journey and manage every version.
stage types
Put prompts, keypad input, rules, integrations, actions and destinations on one canvas. Validate the flow before publishing and restore an earlier version when needed.
Explore voice operationsMap the call on a visual canvas
Drag, connect, inspect and reorder stages while the canvas shows the entry point, valid ports and flow structure.
Prepare prompts for live calls
Upload audio or generate speech, prepare telephony-ready WAV files, inspect codec and sample rate, and reuse named assets across stages.
Collect and confirm input
Create keypad menus, collect bounded digit sequences, choose finish keys, store variables and confirm captured values before continuing.
Route with live context
Branch by conditions, business hours, language, caller identity, authenticated values or the result of a connected API request.
Take action inside the call
Send an SMS, capture consent, record a message, schedule a callback, run a survey or write values into the active call context.
Reach the right destination
Transfer to a Team, individual agent, approved phone, inbound number, voicemail, another IVR, a returning subflow or a specific stage.
Validate before publishing
Detect missing destinations, invalid transitions, unsafe loops, incomplete configuration and unresolved dependencies before a version can go live.
Manage drafts and releases
Save drafts, publish immutable versions, inspect deployment state, synchronize the runtime and restore a previously verified version.
Complete stage catalogue
InputKeypad menu · Collect digits · Confirm value · Consent · Record message
LogicCondition · Business hours · Language · Variables · Caller lookup · Authenticate
Connected actionsAPI request · Send SMS · Callback · Survey
RoutingTeam · Agent · Phone · Inbound number · Voicemail · IVR · Subflow · Jump
ControlPrompt · Entry · End call · Fail safe
02 / Routing & queue control
4Decide where every call enters, waits, escalates and recovers.
destination types
Connect any standards-compliant SIP trunk or WhatsApp SIP calling route, then direct each number to an IVR, Team, user or external destination. Queue policy controls who receives the call, what the caller hears and how callback recovery works.
Explore contact centreRoute every inbound number independently
Select a carrier-backed phone line and give that number its own destination without coupling it to unrelated ingress.
Choose where the line goes
Send a line to an IVR, Team queue, individual user or external number from one searchable routing workspace.
See desired versus applied state
Track unconfigured, pending, synchronized, out-of-sync and failed states instead of assuming a saved route reached the telephony engine.
Protect concurrent changes
Revision checks, deterministic configuration hashes and destination validation prevent a stale editor from silently replacing a newer route.
Control how Teams receive calls
Use longest-waiting, fewest-calls, random or ring-all distribution with separate agent ring and maximum queue wait limits.
Shape the waiting experience
Configure hold audio, periodic announcements, announcement cadence, position-in-line, estimated wait and a maximum-wait message.
Offer dependable callbacks
Choose when callbacks are offered, response windows, acceptable local number lengths, confirmation policy and every prompt in the capture journey.
Fix routes that fall out of sync
Reapply routes, rebuild runtime configuration and show the last synchronization error without losing the intended destination.
Phone line→IVRTeamUserExternal number→Applied + verified
03 / Roles & governance
29Give each person the access their job requires.
permission domains
Name roles in plain language, place them in the hierarchy and choose permissions action by action. Recording downloads, monitoring, exports and publishing stay separate.
Explore governanceRoles named for the job
Name and describe roles around the real job, then place them in a hierarchy that matches the organization.
Action-level permissions
Separate read, create, update, delete, assignment, publish, export, monitoring and execution rights within each product area.
High-risk controls stay separate
Grant call recording downloads, call monitoring, campaign start/stop, IVR publishing, password resets, exports and security logs independently.
Tenant-scoped enforcement
Role checks apply at the server boundary and the workspace only exposes data and actions belonging to the active tenant.
Change roles safely
Edit permissions and hierarchy as responsibilities change, while roles with active users remain protected from deletion.
See who changed access
Material changes appear in readable audit activity, including the administrator and time of the change.
04 / Team operations
1Connect the org chart to queues, people and ownership.
team record
A Team carries its hierarchy, leaders, members, permissions and calling behaviour. The structure stays connected to the work it owns.
Explore teams and controlBuild the Team hierarchy
Create typed Teams, nest parent and child units, document their remit and view the hierarchy as a diagram.
Name the people responsible
Assign a supervisor and deputy supervisor, then manage the member list without hiding ownership inside a queue identifier.
Keep membership and calling aligned
Provision the Team calling route, reconcile agent access when membership changes and show connected, syncing or needs-attention state.
Inherit or deliberately override
Start with workspace calling defaults and keep receiving future changes, or switch to Team-specific ring, wait, audio and callback policy.
Control Team queue behaviour
Set agent selection, ring timeout, maximum wait, queue announcements, hold audio and the experience when no agent can take the call.
Capture callback numbers safely
Configure detection and confirmation rules, accepted number lengths, retry behaviour and distinct audio for every success and failure step.
Manage membership in bulk
Search available users, add or remove multiple members and keep the final Team roster visible to authorized operators.
Control Team administration
Separate Team read, create, update and delete permissions while retaining audit history for administrative changes.
05 / How work moves
From signal to resolution
Keep the context. Move the work forward.
Each step adds useful information to the next, so the person handling the customer does not have to piece the story together again.
01
Connect
Bring the live channels in.
Connect WhatsApp Business, SMS providers and voice infrastructure to the same workspace. Messages, media and delivery updates arrive in a consistent format.
02
Understand
Resolve identity before the reply.
Link the interaction to the customer registry, load history and attachments, surface relevant knowledge, then route by status, team, ownership or campaign context.
03
Act
Let AI and people share the work.
Use guarded auto-replies for understood work, copilot suggestions when a person should decide, and explicit escalation when evidence or confidence is insufficient.
04
Improve
Use outcomes to improve the next shift.
Capture disposition and form data, inspect channel and campaign performance, review AI quality, and audit the decisions that changed the workspace.
Add what your team needs
New channels and tools fit into the same workspace.
Provider adapters, MCP tool connections, webhooks and event handling let you add channels, CRM systems and workflows while keeping the agent experience consistent.
The same controls still applyTenant boundaries, permissions and audit history also cover custom connections.
06 / Questions
A few useful answers
What teams usually ask us.
These are the questions that usually come up before we plan a workspace.
01What can teams manage from one workspace?
Customer conversations, assignments, internal notes, contact records, live and campaign calls, IVR and routing, campaign configuration, knowledge, forms, AI behaviour, operational reports, teams, permissions and audit activity all live in the same portal.
02Which channels can Omnichannl connect?
The connection surface spans WhatsApp Business, SMS and MMS, RCS, voice, email, Telegram, Messenger, Instagram Direct, Viber, LINE, WeChat, KakaoTalk, Apple Messages for Business, webchat, in-app messaging, push and workplace channels. If your required channel is not listed, our team can scope a custom adapter into the same inbox and customer record.
03How does the AI stay inside our operating rules?
Each tenant configures the assistant identity, company context, instructions, fallback language and confidence threshold. AI can run in auto-reply or copilot mode by channel, uses approved knowledge and conversation context, and hands work to a person when evidence is insufficient.
04Can Omnichannl match our processes?
Yes. Teams can configure branding, roles, team structures, CRM fields and layouts, contact-side widgets, routing, campaign filters, conditional forms, quick responses, knowledge content and AI tooling around the way the operation already works.
05How is the platform priced?
There is no generic plan grid. We scope the workspace around your channels, team, telephony, integrations, deployment needs and operating volume, then provide a tailored proposal after a product conversation.
06What security and access controls are included?
The portal uses tenant-scoped data access, permission-aware routes, roles and teams, MFA and OIDC authentication flows, encrypted provider credentials, and human-readable audit records for material workspace activity. Deployment-specific requirements are reviewed during scoping.
07 / Start a conversation
Start with the real workflow
Tell us what needs to work better.
Tell us which channels, queues, call flows and reports matter. We'll use that to prepare a relevant walkthrough.
- Your request goes to our product team.
- We review it before we get in touch.
- The walkthrough follows your workflow.