Inbox
Every conversation that needs a person, in one inbox.
When the bot reaches its limit, your team picks up on any channel, with the customer’s records beside the chat, replies drafted from your own documents, and translation into the customer’s language.
Six chat channels, one queue
WhatsApp, web chat, Telegram, Messenger, Instagram and Slack, with USSD sessions alongside.
Drafts from your documents
Written from your knowledge base, with the passages they came from.
Their language and yours
Read their message in yours. Send your reply in theirs.
Nothing sends itself
Every reply is your agent’s to check, change and send.
Reply drafts
Answers from your own documents, ready to check.
Press Draft and the Inbox writes a reply from the knowledge base your bot uses, plus any documents you keep for agents only. Your agent sees exactly what it was written from, then decides.
- Shows its sources: the passages each draft is based on, and how closely they match.
- Says when it doesn’t know. If nothing in your documents covers the question, it tells the agent instead of guessing.
- In the customer’s language, even when your documents are in English.
- Shorter, warmer or more formal: regenerate it in another style with one click.
- Never sends itself. The agent inserts it, edits it and sends it.
Translation
Speak every customer’s language.
Customers write the way they speak. Your agents read every message in their own language and reply in the customer’s, without leaving the conversation.
- Translate their message into your language, right under the original.
- Translate your reply into theirs, and check it against your own words before you use it.
- Their language is remembered from what they have written, so no one has to pick it.
- Names, places, dates and numbers stay exactly as written.
In the languages your AI model handles, including Swahili, Hausa, Yoruba, Amharic, Twi, French, Arabic and Portuguese.
Customer context
The whole customer, beside the chat.
Agents shouldn’t have to ask what you already know. The customer profile brings in the person’s records from your own data stores, and their history from every channel.
- Records from your data stores, matched on the phone number or email the conversation carries.
- One person across channels: see when the same customer has also written on another channel.
- Past conversations, and the cases raised on them.
- Internal notes your team keeps private, and a note from the flow when it hands over.
One inbox
Every channel in one queue.
WhatsApp, web chat, Telegram, Messenger, Instagram and Slack land in the same list, with the oldest unanswered first when you want it.
- Assigned to me, unassigned, waiting: filters kept in the link, so a view can be shared.
- Search every message, not just names.
- Canned replies and tags your whole team shares.
- USSD sessions appear alongside, so a follow-up can go out by SMS.
- On a phone too: the whole Inbox works at phone width.
Running the team
Built for the people who answer.
The right person, automatically
Round robin or least busy, agent groups and a chat limit per agent. A declined chat passes to the next free agent.
A queue, not silence
When everyone is busy, the customer is told they are waiting, and the chat goes to the next agent who frees up.
Bot and person, one conversation
Take over from the bot, or pass the chat back to it. The bot stays quiet while a person has the chat, and the customer is told who joined.
WhatsApp’s 24-hour window, handled
Outside the window an approved template goes out instead, and your reply is delivered as soon as the customer writes back.
Alerts that find your team
An email when an assignment is waiting, optional WhatsApp alerts, notifications in the browser, and quiet hours.
Close the loop
A satisfaction survey when a chat is resolved, and conversation analytics: volumes, response and wrap-up times, satisfaction.
How it works
From the flow to the right person.
- Step 1
Hand off
Add a Live Chat step anywhere in a flow, or take over a conversation the bot is handling.
- Step 2
Route
It goes to the next agent by round robin or availability, within a group, or waits in the queue.
- Step 3
Answer
The agent sees the history, the customer’s records and a reply drafted from your documents.
- Step 4
Resolve
Close with a satisfaction survey, pass to a colleague, or hand the customer back to the bot.
Channels
Where the conversations come from.
- Chat channels
- WhatsApp, web chat, Telegram, Messenger, Instagram and Slack, two-way, in one inbox.
- USSD
- Sessions appear in the queue for an agent to claim and record an outcome. The reply goes by SMS.
- Voice
- Coming with Voice and IVR: calls handed to a person ring your team’s browser softphone.
- SMS
- Outbound only: confirmations, and replies to USSD sessions.
Tell us how your team works.
We’ll show you how Buni.ai would fit it, and what it would take.