8:00 AM

AI Essentials

The shift starts. The queue is already sorted.

Overnight messages from every channel have been read, tagged and ranked. AI Essentials knows the intent, the mood, the language and how urgent each one is. Spam and simple thank-yous are out of the way. A blocked card abroad sits at the top.

Auto-classification
Sentiment and intent
Severity levels
Priority keywords jump the queue
Language detection

Overnight: 312 messages, already sorted

Critical“My card was blocked abroad”Intent: card issue · Hindi → English
High“Still no refund after 10 days”Intent: refund · Negative
Normal“Do you deliver on Sundays?”Intent: question · Auto-reply ready
Non-actionable“Love the new app!”Positive · Thank-you sent
Spam“Win a free phone, click here”Removed from the queue

9:30 AM

Smart routing

Rush hour, and nobody is buried.

Tickets go to the right person, not the next free inbox. Routing looks at skill, language, channel and how many open tickets each agent already holds. A returning customer goes back to the agent who helped last time. When someone takes a break, their queue pauses.

Priority, equal or round-robin assignment
Per-agent capacity
Sticky assignment
Agent status and availability
Ticket locking

Agent load right now

Priya · Billing · EN, HI8 of 10
Omar · Refunds · EN, AR6 of 10
Lena · Social · EN7 of 10
Jay · L2 · EN4 of 10
Sam · On breakPaused

Next ticket: Arabic refund request → Omar, who handled this customer last week

10:15 AM

Email ticketing

An email that has turned into three.

A customer has written three times about the same order. Konnect Insights threads all three into one ticket with one owner. Multiple mailboxes feed one queue, escalation mailboxes keep other teams in the loop, and an automatic follow-up goes out if they go quiet.

Multiple mailboxes
Thread or customer-based tickets
Escalation mailboxes
Automatic follow-ups
Reply templates

Ticket #61207 · built from one email thread

Mon 9:12 Order delayed, can you check?
Tue 18:40 Re: Order delayed (no reply yet)
Wed 8:05 Re: Re: Order delayed. Please escalate.

Mailbox: support@Escalation copy: logistics@Auto follow-up in 4h

One ticket, one owner, one reply that answers all three.

11:00 AM

Agent Empower

A tough case lands on a new agent’s desk.

Agent Empower reads the full history, drafts a reply from your own policies with the source shown, and suggests the next best action. It flags churn risk, VIP status and a CSAT score heading down. The agent reviews, edits and sends in one click.

Replies from your knowledge base
Next best action
Signals you define
CSAT prediction
One-click actions

Agent Empower

Churn risk: highVIPCSAT at risk

Suggested reply

“Sorry for the double charge. I’ve raised a refund for the second payment. You’ll see it within 3 to 5 working days.”

Source: Refund policy, section 2

Next best actionApprove refund and add a goodwill credit

SendClassifySet severityEscalate to L2

12:30 PM

SLAs and escalations

A deadline gets caught before it’s missed.

Every ticket carries the right promise: VIP customers, public complaints and billing emails each have their own targets. Timers run on business hours, weekends and holidays. When a deadline gets close, the ticket moves to L2 and the team lead hears about it.

Multiple SLA policies
First reply, every reply, resolution
Business hours and holidays
Overdue buckets
Escalation matrix

SLA policies, first match wins

VIP customers, any channelFirst reply 15 min · Resolve 4 h
Public complaints on socialFirst reply 30 min · Resolve 8 h
Email, billingFirst reply 2 h · Resolve 24 h

Ticket #58213 breaches first-reply SLA in 12 min → reassigned to L2 and team lead notified

Business hours, weekends and holidays set per team

2:00 PM

Calls

The phone rings. The ticket is already open.

Calls come through the telephony you already run. The agent sees who is calling, every earlier contact and an AI summary before saying hello. Agents can call customers from inside the ticket, and the recording and notes stay with the case.

Call-to-ticket
Click to call from the ticket
Recordings on the ticket
Routing to available agents
AI call summaries

Incoming call · +1 415 555 0142

Riya Patel

Ticket #4471 open · 3 earlier contacts · Prefers WhatsApp

AI summary Delivery delayed twice. Tweeted, emailed and messaged before calling.

AnswerOpen ticketRecording saved to ticket

Works with the telephony you already run

11:48 PM

KonnectChat AI

After hours, AI takes the first shift.

On WhatsApp and web chat, KonnectChat AI answers the routine questions with the customer’s order and ticket history in front of it. Anything that needs a person is handed over with full context, so the morning shift starts with answers, not questions.

WhatsApp, web, Instagram, Messenger, X
Answers from your knowledge base
Order and CRM lookups
Handover with full context
Time-of-day automations

11:48 PM · WhatsApp · KonnectChat AI

Hi, my order hasn’t arrived.

Hi Rahul. I can see order ORD-9934 is out for delivery tomorrow before noon. Want me to send updates here?

Yes. Also I was charged twice.

I’ve passed this to our billing team with your details. They’ll pick it up first thing in the morning.

Handover at 8:00 AM: ticket, history and order already attached

You trust us with every social and online conversation. Your support desk belongs here too.

Most brands run social care in one tool and support in another. Customers never see that line. They feel the gap.

Social care, email, calls and chat. One team, one day, one platform.

The shift starts. The queue is already sorted.

Rush hour, and nobody is buried.

An email that has turned into three.

A tough case lands on a new agent’s desk.

A deadline gets caught before it’s missed.

The phone rings. The ticket is already open.

After hours, AI takes the first shift.

Every channel, every agent, every promise. In one report you trust.

Volume by hour and day of week

SLA analysis

Quality on every conversation

Why customers contact you

Call analytics

Dashboards in a sentence

Set it up once. It runs every day.

Your workflow

Your automations

Your systems

Your security

Start with social care and ticketing. Add AI when you’re ready.

Your current tool stays live until your team is ready.

Your leaders will want answers too.

You trust us with every social and online conversation. Your support desk belongs here too.

Most brands run social care in one tool and support in another. Customers never see that line. They feel the gap.

Social care, email, calls and chat. One team, one day, one platform.

The shift starts. The queue is already sorted.

Rush hour, and nobody is buried.

An email that has turned into three.

A tough case lands on a new agent’s desk.

A deadline gets caught before it’s missed.

The phone rings. The ticket is already open.

After hours, AI takes the first shift.

Every channel, every agent, every promise. In one report you trust.

Volume by hour and day of week

SLA analysis

Quality on every conversation

Why customers contact you

Call analytics

Dashboards in a sentence

Set it up once. It runs every day.

Your workflow

Your automations

Your systems

Your security

Social care, listening and publishing stay right where they are.

Start with social care and ticketing. Add AI when you’re ready.

Your current tool stays live until your team is ready.

Your leaders will want answers too.