Samvaads for support teams
Every customer question in one queue, answered on time.
Messages from WhatsApp, Instagram, email, SMS, the website, and phone calls land in one shared inbox, on the customer they came from. Tickets carry owners and SLA clocks, and AI takes the repeat questions while your team handles the rest.
Without one place for it
What usually goes wrong
One customer, five inboxes
WhatsApp on one phone, email in another tool, calls in a third. Nobody sees the whole conversation, so customers repeat themselves.
Deadlines nobody can see
Without SLA clocks, the oldest question waits behind the newest one, and you find out from a complaint.
The same answer, typed again
Order status, refund rules, and opening hours take most of the day, and the hard cases wait.
How Samvaads handles it
The same work, on one record
One thread, whichever app they wrote from
ExampleA customer messages on WhatsApp, then calls an hour later. Both land on the same contact, and the agent who picks up the call sees the chat and the order beside it.
- WhatsApp, Instagram, Messenger, Telegram, SMS, email, website chat, and calls in one queue
- Round-robin or load-balanced assignment, team queues, and internal notes
- Turn any conversation into a ticket without losing the messages
Deadlines you can see coming
ExampleA damaged-item ticket opens with a first-response clock and a resolution clock. When it gets close, the team lead sees it on the board before the customer has to chase.
- Separate first-response and resolution clocks, with business hours
- Custom fields and forms, merge and link, and CSAT when it closes
- Dashboards for response time, SLA attainment, and channel mix
Calls that end up on the record
ExampleA caller picks Returns from the IVR menu and reaches the next free agent. The call is recorded, transcribed, and wrapped up as a ticket with a summary.
- Inbound and outbound calls, IVR menus, queues, and transfers
- Recordings and transcripts on the customer record
- AI agents can answer WhatsApp calls too
AI on the repeat questions, people on the rest
ExampleAt night an AI agent answers “where is my order?” from your own systems. Anything it cannot answer goes to a person in the morning, with a written summary.
- AI agents you draw on a canvas, test, and publish to chosen channels
- Copilot drafts, summarises, and answers from your knowledge base for the agent
- Quality reviews and a list of questions your knowledge base does not answer yet
End to end
A refund request, end to end
An example: a customer writes on WhatsApp that her parcel arrived damaged.
She writes on WhatsApp
The message lands in the shared inbox on her contact, with her orders beside it.
It becomes a ticket
The agent converts the chat. The SLA clocks start and the messages stay attached.
Copilot catches up the agent
A summary of the thread and the order, and a drafted reply to edit before sending.
The warehouse is pulled in privately
An internal thread asks for a replacement. The customer sees none of it.
Resolved with CSAT
The agent replies on WhatsApp, resolves the ticket, and a short survey follows.
What to measure
Numbers worth watching
- First reply time by channel
- Whether WhatsApp and calls get the same attention as email.
- SLA attainment
- The share of tickets answered and resolved inside their clocks.
- Share of conversations an AI agent resolves
- How much of the repeat work no longer needs a person.
- CSAT after resolution
- Whether the fix actually landed, ticket by ticket.
Watch these in Samvaads dashboards, or ask Copilot for them in plain words.
Try it now
See it in the live demo
The live demo is a sample store with invented data. No sign-up needed.
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.