Samvaads
Every customer conversation, and everything that happens next.
Samvaads is one workspace for support and customer engagement. Messages from every channel land in a shared inbox, become tickets with owners and deadlines, update the customer record, and trigger the journeys, campaigns, and AI agents that follow.
One queue for every channel
WhatsApp, Instagram, Messenger, Telegram, SMS, email, the website widget, phone calls, and any channel you connect yourself all arrive in the same inbox, with the full history attached.
- Reply in the channel the customer used, without switching tabs
- Assign, filter, and watch queues across the whole team
- Internal notes stay beside the thread, never sent by accident
- Turn any conversation into a ticket and keep the messages with it
Work that has an owner and a clock
The helpdesk underneath the inbox: statuses, priorities, SLA timers, custom fields and forms, merges, and a CSAT survey when the case closes.
- SLA policies that track first response and resolution separately
- Ticket fields and forms you define, not a fixed schema
- Merge duplicates and link related cases without losing history
- CSAT surveys and public replies that reach the original channel
One customer record across every channel
A contact holds every identity a person uses, so the same customer on WhatsApp today and email next week is one record, not two. Accounts group them into the businesses you actually sell to.
- Phone, email, WhatsApp, Instagram, Messenger, and Telegram identities on one contact
- Accounts for B2B structure, with their own fields and history
- Saved views and segments that update as the data changes
- Merge duplicates and keep the conversation history intact
Lifecycle messaging that runs itself
Journeys follow the customer, not the ticket. Draw the flow once, publish it, and contacts enter on an event, a store action, an API call, or a schedule, then move through it on their own.
- Visual builder with waits, branches, and sends
- Start from a template or draw the flow from scratch
- Trigger from store events, your own API call, or activity in Samvaads
- Watch enrollment and performance per step, then pause or publish a new version
Outbound that looks designed
Build a campaign for WhatsApp, SMS, or email, pick the audience, and send. The email builder works in blocks you drag into place, with placeholders that fill from the contact record.
- Drag-and-drop email builder with reusable blocks and saved templates
- WhatsApp template sends and two-way SMS from the same contact list
- Import an audience or reuse a segment you already built
- Execution history, per-send analytics, and a rerun for the ones that failed
Help for the person replying
Copilot sits beside the agent. It summarizes a long thread, drafts the reply, and answers questions from your knowledge base. Nothing it writes reaches the customer until someone sends it.
- Summarize a thread before you pick it up
- Draft, rewrite, and shorten a reply in place
- Answers grounded in your own knowledge base, with the sources shown
- Call transcription and other assists on the same panel
Agents you draw, publish, and can take back
AI agents talk to customers directly. Build the flow on a canvas, test it in simulation, publish a version, and deploy it to the channels you choose. A human can take over at any point.
- Steps for messages, questions, choices, conditions, and knowledge-backed answers
- Call your own HTTP endpoints or MCP tools mid-flow
- Versions with simulate and publish, so channels only run what you approved
- Handoff to a human that carries a written summary into the thread
Connect what your customers already use
WhatsApp and WABA templates, email, the website widget, Instagram, Messenger, Telegram, SMS, voice, and Shopify or WooCommerce stores. If a channel is missing, connect it yourself with a signed webhook and a send API.
- Instagram is a workspace, not just an inbox: replies to comments plus post composition and scheduling
- Store events from Shopify and WooCommerce feed journeys and automation
- Bring your own channel with a per-tenant webhook and outbound send API
- A branded customer portal and an embeddable widget for your own site
Calls in the same place as the chats
Voice is a full module, not a checkbox. Inbound and outbound calls, IVR menus, queues, transfers, recordings, and transcripts, all attached to the same customer record as everything else.
- Answer, hold, transfer, and end a call from the workspace
- IVR and queues you configure, with presence deciding who rings next
- Recordings and transcripts saved against the contact
- Wrap up a call as a ticket without retyping the context
Answers your team and your AI both use
One knowledge base serves three readers: agents searching mid-reply, Copilot drafting an answer, and AI agents resolving a customer question on their own.
- Categories and articles with search across both
- Published articles power knowledge-backed AI answers
- Readable in the customer portal when you want it public
- Available to external integrations through the API
What is actually happening
Default dashboards for response times, workload, SLA attainment, and CSAT, plus dashboards you build yourself over the date ranges you care about.
- Response and resolution times, volume, and SLA attainment
- CSAT trends tied back to the tickets that produced them
- Custom dashboards alongside the defaults
- Scheduled reports and exports for the people who do not log in
Extend the workspace
Install apps from the marketplace, or build private ones that only your workspace can see. Each app gets its own panel beside the ticket or conversation, and custom entities let you store records that are not tickets or contacts.
- App marketplace with install and configuration in admin
- Private apps scoped to your workspace, with signed webhooks
- Custom entities for orders, devices, subscriptions, or whatever you track
- Reviewed listings, so published apps go through a quality gate
Connect Samvaads to your own systems
An API-key surface covers tickets, conversations, contacts, journey triggers, knowledge, CSAT, activity, and webhooks. Samvaad MCP wraps the same surface so Claude, Cursor, and other MCP clients can work in your desk directly.
- External API scoped by API key, separate from the app and admin APIs
- Webhooks for the events you want to hear about
- Samvaad MCP runs as a standalone server over the external API
- Tools stay bounded by the key you issue, never wider
The part you only notice when it is missing
Samvaads is multi-tenant from the ground up. Every workspace has its own data, its own configuration, and its own limits.
Roles that mean something
Permissions are per module and per action, enforced in the interface and again at the API. Groups, roles, and business hours decide who can do what, and when.
Sign-in your IT team will accept
SAML single sign-on for enterprise identity, multi-factor authentication, OAuth for the integrations that use it, and API keys that stay scoped to what they were issued for.
Customer details stay covered
Email and phone are masked in lists and contact cards until an agent asks to see them, and every reveal is recorded with who, when, and which fields, never the values.
Plans, quotas, and usage
Features are gated by plan and metered by quota, so a workspace grows into more of the platform instead of being handed all of it on day one.
See it with your own channels
Tell us how your team works today and we will walk you through the parts that matter to you.