Most platforms bolt each channel on as its own product with its own rules, its own reporting and its own idea of who is available. Here a chat and a phone call enter the same flow, wait in the same queue and reach the same person.
Skills, strategy, priority, overflow and service level are properties of the queue — not of the channel that happened to arrive.
| Channel | How it arrives | Answered | Handled as |
|---|---|---|---|
| Voice | A phone number pointed at a flow | Immediately, by AI or a person | Live |
| Web chat | A widget key pointed at the same flow | Immediately, by AI or a person | Live |
| SMS | Your number, two-way | Immediately, by AI or a person | Live, then a ticket if it goes quiet |
| Business messaging | Immediately, by AI or a person | Live, then a ticket if it goes quiet | |
| Messenger & Instagram | Connected page or account | Immediately, by AI or a person | Live, then a ticket if it goes quiet |
| Your support address | By AI or a person, against a response target | Ticket, with a sticky owner |
A chat widget key points at a flow the same way a phone number does, so you can point both at the identical flow and maintain one set of logic. Every channel can be handled by the AI or by a person — that is a branch in the flow, not a property of the channel, so you can put the AI on WhatsApp and keep the phone on your team, or the reverse.
What each one actually does here, rather than a logo grid implying they are all equivalent.
SIP and RTP end to end, with your own carrier or numbers from us. Encrypted signalling and media on the desktop clients. Attended and blind transfer, multi-party conference, hold, mute, disposition codes and wrap-up. Recording is configured per flow, with a spoken disclosure where consent law requires one and a pause control so card numbers are never captured.
Typing indicators, a pre-chat form, file attachments, sound cues, and an end-of-chat rating that feeds the same CSAT reporting as voice. The widget key points at a flow exactly as a phone number does, so the same greeting, the same business hours and the same queue serve both.
Routed through the same queues as everything else. A conversation that goes quiet becomes a ticket rather than vanishing, and a customer who replies days later lands back on the same thread instead of starting again with someone new.
A reply comes back to the person who answered it. Signatures layer per agent over an account default, CC and BCC work properly — BCC in the envelope only, never as a header — and attachments resolve from the same store the chat widget uses.
Business messaging routed by the same engine, not a forwarded inbox someone checks between calls.
Conversations from a connected page or account land in the queue beside everything else, so a customer who asks on Instagram is not a lower class of customer.
The difference between a channel that is listed and a channel that is usable is almost entirely in the edge cases.
Move a conversation to another agent or another queue and the history moves with it — the customer never re-explains.
An unaccepted chat offer is pulled back after a timeout, the customer keeps their place in the queue, and the next agent is tried.
If the customer has closed the tab, the conversation ends rather than occupying an agent who is waiting to talk to nobody.
Set a first-reply and next-reply target per queue. A breach is recorded and raised, not discovered later.
If two agents open the same ticket, each sees that the other is there, so the customer does not receive two different answers.
A customer who replies days later returns to the same thread and, where it makes sense, the same agent.
The single most common way omnichannel goes wrong is treating a phone call and a chat as the same unit of work. They are not.
A voice call takes all of someone's attention. A chat takes a fraction of it.
So agents carry two separate capacities: one voice call, and a number of concurrent chats you set. An agent holding three chats still receives a phone call. An agent on a phone call keeps their existing chats flowing but is not offered a new one until the call ends — interrupting a live conversation to start another is how quality collapses.
That is standard practice in the industry, and it is worth stating explicitly because a platform that ignores it looks better on a capacity chart and worse on the phone.
| State | Voice | New chat? |
|---|---|---|
| Available | — | Offered |
| Holding 2 chats | — | Offered |
| Holding 2 chats | Ringing | Offered |
| On a call | Talking | Paused |
| At chat capacity | — | Paused |
Every channel in one place, with the same controls.
A full workspace with real WebRTC calling — nothing to install, which matters for a team that changes shape often.
Native desktop softphones with encrypted signalling and media, for people who live on the phone all day.
Calls, chats, messages and email tickets side by side, with transfer, conference, hold and disposition working the same way across them.
There is no mobile app today.
Email and web chat are free — you are never charged per message.
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