Unified control center for chat and phone
We bring all conversations from all channels into one place. AI handles the first line, and when needed — the system creates a ticket and your team takes over with full context.
Conversations
1,248
+12%
Resolved by AI
78%
+5%
Escalations
142
-8%
Tickets
86
+3%
Maria I.
2 minHi, I'd like to ask about...
George P.
5 minCan you check the status of...
Elena K.
12 minCall — 3:24 min
Stefan D.
28 minRegarding invoice #2847...
Maria I.
Viber · Active
The omnichannel platform is an add-on to AI chatbots and AI phone agents.
All channels. One place to manage.
No matter where a customer writes or calls from, the conversation enters a unified inbox. History is preserved and searchable.
Website
Viber
Telegram
Messenger
Gmail
Phone
Other
| Date/time | Channel | Client | Topic | Status | Result |
|---|---|---|---|---|---|
| 02/26 14:32 | Viber | Maria Ivanova | Delivery | Resolved | AI |
| 02/26 13:15 | Phone | George Petrov | Complaint | Escalated | Ticket |
| 02/26 12:40 | Elena Koleva | Price | Resolved | AI | |
| 02/26 11:05 | Gmail | Stefan Dimitrov | Invoice | In progress | Operator |
| 02/26 10:22 | Messenger | Anna Todorova | Reservation | Resolved | AI |
| 02/26 09:48 | Ivan Stoyanov | Product | Waiting on client | Operator |
Click a row to see details
Unified inbox for all chats and calls
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All conversations in one place — chat and phone
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Search by keyword, client, topic or status
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Labels and categories per conversation
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Summary and key points after completion
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Assignment to operator and internal notes
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History and context with every contact
When AI isn't sure — the system creates a ticket
You don't lose customers and you don't lose context. Complex cases become tickets with priority and clear next steps.
Customer asks/calls
AI responds & collects data
When uncertain → ticket
Assign to team/operator
Close + summary + recommendation
Ticket #T-0087
High priorityStatus
Auto-filled data from the conversation
Response templates & checklists
Internal notes & team sharing
SLA & priority rules
Live agents: your team takes over when needed
4
Waiting
7
In progress
2
Urgent
3
Assigned to me
Peter K.
Complaint · Phone
Maria V.
Delivery question · Viber
Ivan D.
Invoice · Gmail
Monthly analytics that reveal real problems and opportunities
Not just statistics. The platform identifies recurring topics, complaints and knowledge gaps — and gives clear recommendations on what to improve.
Total conversations
1,248
+12% from last month
Chats vs calls
72% / 28%
Peak hours
10:00–12:00
Conversations by channel
Viber 34%, WhatsApp 28%
Avg messages per conversation
6.2
Avg call duration
3:18 min
Control, roles & history
Roles & team-based access
Define who sees what — by team, role or automation.
Action history & audit logs
Every action is recorded — who, when and what was done.
Optional recordings & transcripts
Enable call recordings and transcripts based on your needs.
Data retention & deletion policies
Set up rules for automatic deletion of old data.
We configure rules based on your business processes and requirements.
Frequently asked questions
Looking for an omnichannel platform?
omnichannel platform, omnichannel inbox, unified inbox, chat and phone platform, chat management, call management, ticket system, live agents, customer service, customer support platform, conversation analytics, complaint analysis, FAQ, knowledge base, escalation to operator, website chatbot, Viber chatbot, WhatsApp chatbot, Telegram chatbot, Messenger chatbot, Gmail chatbot.
Ready for full control over your communication?
Request a demo and see how the omnichannel platform unifies all channels in one place.