Agentic AI omnichannel support agent
An agentic AI omnichannel support agent is one support agent that works across web chat, WhatsApp, email, social messaging, in-app chat and voice. It uses a single knowledge base and remembers the customer's history across channels, so a customer who starts on WhatsApp and follows up by email gets a consistent answer without explaining the problem again.
One
agent and knowledge base across every channel
<0s
average first response on messaging channels
00/0
coverage in any language
The problem today
- Each channel has its own tool, its own team and its own version of the answer.
- Customers repeat themselves every time they switch from chat to email to phone.
- Managers cannot see one view of the customer or of support performance across channels.
Who it is for
Customer Experience teams running support & operations who want the omnichannel support journey automated end-to-end.
The agent ships pre-trained on customer experience workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.
How it works
Connect every channel
Web chat, WhatsApp, email, social inboxes, in-app chat and voice are connected to one agent.
One knowledge base
The agent answers every channel from the same approved content and policies.
Shared customer memory
Conversation history follows the customer across channels and into your CRM.
One handover path
Escalations from any channel reach your team in one queue with full context.
What the agent does
Consistent answers everywhere
The same answer, tone and policy on every channel.
Cross-channel continuity
Customers can switch channels mid-conversation without starting again.
Channel-aware replies
Short messages for WhatsApp, fuller replies for email and natural speech on voice.
Unified reporting
Volumes, resolution rates and sentiment across every channel in one view.
Frequently asked questions
Which channels are supported?
Web chat, WhatsApp, email, in-app chat, social messaging and voice, with further channels added through integrations.
Do we need to replace our current tools?
No. The agent connects to your existing help desk, CRM and messaging accounts.
Can we start with one channel?
Yes. Most teams start with their busiest channel and add the others once the first is running well.
How is the customer recognised across channels?
Customers are matched by identifiers such as phone number, email or account ID, so history follows them between channels.
Related Customer Experience agents
Support & Operations · Email Support
An AI email support agent reads every incoming customer email, works out what the customer needs and replies with an accurate, on-brand answer drawn from your help centre, policies and order data. It resolves routine requests end-to-end, such as order status, refunds, address changes and account questions, and routes anything complex or sensitive to the right person with a summary and a suggested reply.
Read more about Support & Operations Email Support agentSupport & Operations · Voice Support
An agentic AI voice support agent answers your phone line in natural, human-sounding speech, understands what the caller needs and resolves it on the call. It handles common requests such as order and booking status, account questions, appointment changes and opening hours, collects details for anything it cannot finish, and transfers to a person with a summary so the caller never has to repeat themselves.
Read more about Support & Operations Voice Support agentSupport & Operations · FAQ Automation
An agentic AI FAQ automation agent answers the questions your customers ask most, such as pricing, delivery times, opening hours, returns and account help, instantly and in their own words. Unlike a static FAQ page, it understands the question however it is phrased, answers from your approved content, and spots new questions your content does not yet cover.
Read more about Support & Operations FAQ Automation agent