Features · Customer Operations
Email Automation
Turn incoming email into an understood request, an immediate answer, or an owned ticket with a running SLA.
AI classifies intent, identifies the customer, retrieves relevant context, and resolves approved requests automatically. Anything unresolved becomes a structured ticket with the original email, suggested response, owner, priority, and complete audit trail.
AI, workflows, approvals, communications, and application actions stay connected to the same operating record, so teams can see what happened, what is pending, and who owns the next decision.
AI Email Classification
Every inbound email is read, categorised by intent and urgency, and scored for AI confidence before any action is taken.
Auto-Reply for Resolved Emails
High-confidence emails receive an AI-drafted, personalised reply immediately, no agent needed. Ticket auto-closes and CRM is updated.
Instant Ticket for Unresolved Emails
Low-confidence or complex emails instantly become support tickets with a unique ID, priority, category, and SLA deadline.
Skills-Based Agent Routing
Tickets are routed to the most suitable available agent based on topic expertise, language, and current workload.
SLA Countdown & Alerts
Live SLA timers run on every open ticket. Agents and managers receive proactive alerts before deadlines are breached.
Automatic Escalation
Tickets approaching or breaching SLA are automatically escalated to senior agents or manager queues with full conversation history.
AI-Assisted Agent Replies
Agents get AI-suggested responses and relevant knowledge-base articles, reducing handle time while keeping a human in the loop.
Ticket Audit Trail
Every ticket carries a complete audit trail (timestamps, owner history, SLA compliance, and outcome) for reporting and dispute resolution.
SLA & Volume Analytics
Monitor resolution rates, SLA compliance %, breach frequency, and AI auto-resolve rates with real-time dashboards.