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, quotes, and AI agents that follow. New business gets its own pipeline too, from the first lead to the signed quote.
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
Pull in the people who can help
Internal threads let agents bring a colleague into a ticket or conversation without the customer seeing it, and without copying the story into another chat tool.
- Private side-discussions attached to the ticket or conversation
- Two-way sync with Slack and Microsoft Teams, so replies come back to the thread
- Employees can message the helpdesk bot in Slack or Teams to open a request
- Everything stays on the record next to the customer history
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
Forms that land on the right record
Build a form once, then embed it on your website, share it as a link, or send it inside a ticket or chat reply. Every answer lands on the contact, and on the ticket or conversation it came from, along with the campaign that brought the visitor in.
- Multi-page forms with file uploads, hidden fields, and consent checkboxes
- Answers fill contact, account, and ticket fields, and website forms can open a ticket
- UTM and ad-click attribution on every submission, kept as first and last touch
- Submissions start workflows and journeys, and Copilot drafts the form for you
A pipeline for the customers you have not won yet
Leads sit beside your contacts and accounts, not in a separate sales tool. Import a list or let web forms create them, work them on a board or a daily queue, reach out from your own mailbox, and move each one through stages until it becomes a customer.
- Company or person leads, with your own stages and fields, and starting templates for SaaS, clinics, real estate, education, and travel
- Email sequences sent from your own Gmail or Outlook, paused when the lead replies, with unsubscribe handled for you
- A Today queue, weekly targets, a pipeline dashboard, and a daily Copilot briefing on who to contact next
- Lead workflows you draw on a canvas, plus campaigns, journeys, quotes, and LinkedIn posts that work with leads
From conversation to signed quote
Keep a product catalog, track deals, and build quotes with discounts, charges, and taxes worked out as you go. Send them by email, WhatsApp, or link, let the customer sign online, then turn the accepted quote into an order, an invoice, and a payment.
- A catalog synced from your store or your own API, with bundles, price books, and volume pricing
- Discount approvals, GST with the CGST, SGST, and IGST split, or VAT and sales tax
- Customers view, sign, and accept online, and every revision stays on record
- Accepted quotes become sales orders, tax invoices, and payment links
- Quote from a lead, a chat, or a ticket, and drop the quote link straight into your reply
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
- Run a journey for contacts or for leads, so prospects get their own follow-up
- 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, reuse a segment you already built, or send to a filtered list of leads
- 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
Ask about your numbers, get a chart back
Copilot answers questions about your workspace in plain words, with a chart beside the answer. Save the questions your team asks every week as metrics, and the prompts they reuse as a shared library anyone can run in one click.
- Tickets, conversations, AI agent runs, campaigns, journeys, ad results, leads, and web forms
- Bar, line, and donut charts beside the written answer
- A metrics library and a prompts library, with ready-made defaults you can edit
- Only the numbers each person is allowed to see, and nothing outside your workspace
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
- Support email on your own domain, so customers write to and hear from support@yourcompany.com
- A branded customer portal and an embeddable widget for your own site
Everything WhatsApp can send, in one place
Build templates, Flows, and carousels without leaving the workspace, and watch how each template is performing before it causes trouble.
- Flows for forms, bookings, and surveys that open inside the chat
- Carousel templates with their own image, text, and buttons on every card
- One-time code templates for sign-in and verification
- Copilot drafts a template from a short description, carousel cards included
- Quality ratings beside each template, and a preferences page that campaigns respect
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.
Publish, reply, and advertise from the same desk
Instagram posts are planned and scheduled next to the inbox where their comments arrive, and ad accounts connect right beside them.
Instagram publishing