Step 01
A request arrives
Email, the chat widget, an intake form, a social message or an API call. Every channel lands in the same place as the same kind of record.
THE JOURNEY OF A REQUEST
From “a customer writes” to “the platform learned”.
One request, followed end to end. Every step below is the shipped product, not a diagram of intent.
Step 02
It becomes a work item
A ticket, a task and an issue are the same record under the hood. Same comments, attachments, history, automations, reports and audit trail.
Step 03
Triage, with a second pair of eyes
The AI reads new items and suggests priority, type and where they belong. Advisory only: the AI proposes, the team disposes.
Step 04
Routing finds the right person
Round-robin, least-load or skills-based, and only to agents who are present and under capacity. Or to a whole team.
Step 05
The SLA clock is honest
Targets in minutes per priority, counted in business hours. Pending and On Hold pause the clock. Alerts fire at 80% and at breach.
Step 06
Working the case
Reply with macros that fill in real details. Keep internal notes the customer never sees. Attach files, scanned and previewed inline. Let the copilot draft, summarise or suggest next steps. A human always sends.
Step 07
Escalation is formal, not a shout
One click hands the case to a supervisor team, notified and tracked. De-escalate when it is back under control. Every escalation feeds the Escalation Rate KPI and the live wall board.
Step 08
Resolution teaches the platform
Solved locks in the outcome and can trigger a satisfaction survey. The AI distills resolved conversations into draft articles that wait for a human yes. The next customer asking gets an instant, sourced answer.
CORE CONCEPTS
The five ideas that hold it together.
Learn these five and every screen in the product makes sense.
Organization → Brands
One organization, many customer-facing brands. Every record carries both, and the database enforces the wall between brands.
Three roles, plus two
Member/Agent, Org Admin and Super Admin. Plus the Light Agent, who can view and note internally but never reply publicly, and portal customers who live entirely outside your workspace.
Work item
The one record type behind tickets, tasks and issues. Same comments, automations, reports and audit trail, whatever you call it.
Scope
Every setting is organization-wide, per-brand or personal. The product tells you which, so nobody changes more than they meant to.
Feature flags & BYOK
Modules switch on per organization and per brand. Nothing AI-powered runs until you connect your own key.
SELF-SERVICE
Configured by your team, not by a vendor.
Teams keep telling us the same thing: “we don't want to call a developer every time we change something.” So setup here is six visual builders - point-and-click screens your team uses to manage the chat widget, forms, fields, roles, flags and imports. No developer needed.
S-01
Visual chat-widget builder
Design the widget on a live canvas, style it per brand, ship it with one embed snippet.
S-02
Visual forms builder
Drag fields into intake forms, add logic and validation, map every field to the ticket.
S-03
Custom fields
Add the fields your process needs to any work item, no schema work, no developer.
S-04
Custom roles + PII masking
Compose your own roles, then set contact email and phone to Visible, Masked or Hidden per role.
S-05
Region & feature flags
Switch modules on and off per organization and per brand.
S-06
Import wizard
Upload a CSV, map columns, run it, and get per-row results.
Guided from the first minute. A guided setup wizard takes a fresh workspace to usable: brands, team, then a configuration checklist that detects when each card is done.