Features

Complete Customer Support Solution

From omnichannel messaging to AI-powered responses, team collaboration to analytics — AIOneDesk has everything you need to deliver exceptional customer experiences.

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Omnichannel

10+ Channels, One Inbox

No matter where customers reach out, all messages flow into one unified inbox. Stop switching between platforms.

Live Chat Widget

Real-time chat widget embedded on your website with full customization

  • Fully customizable appearance (colors, text, logo)
  • Pre-chat forms to collect customer info
  • File and image attachments
  • HMAC security verification
  • Expected reply time display
  • Offline message forms

WhatsApp

Connect with customers via WhatsApp Business API

  • Support for 360dialog and WhatsApp Cloud API
  • Message template management
  • Rich media messages (images, videos, documents)
  • Auto-sync template status

Facebook Messenger

Receive and respond to Facebook Page messages

  • Auto-subscribe to page message events
  • Instagram integration support
  • Message delivery/read status
  • Handover Protocol support

Instagram DM

Receive and respond to Instagram direct messages

  • Link Instagram Business accounts
  • Story mention notifications
  • Auto-refresh tokens

X (Twitter)

Monitor and respond to tweets and DMs

  • Direct message support
  • Tweet monitoring (optional)
  • OAuth secure authentication

LINE

Integrate LINE Official Accounts

  • LINE Messaging API integration
  • Sticker and emoji support
  • LINE Channel configuration

Email

Unified email management

  • Gmail, Outlook OAuth support
  • Custom IMAP/SMTP configuration
  • Email forwarding
  • Rich text email editor

SMS

Stay connected via text messaging

  • Twilio, Bandwidth, Plivo support
  • Messaging Service SID support
  • Two-way SMS

API Channel

Custom channel to integrate any message source

  • Webhook callbacks
  • HMAC security verification
  • Custom identifiers
  • Flexible attribute extension

Voice Calls

Enterprise

Integrated phone support

  • Twilio Voice integration
  • Screen pop for incoming calls
  • Call recording
AI-Powered

Intelligent Customer Support

Captain AI handles repetitive inquiries while Copilot assists human agents in real-time. Human-AI collaboration doubles efficiency.

Captain AI Assistant

24/7 automated responses that continuously learn from your knowledge base and conversations

Auto-Response — Automatically answer common questions based on knowledge base and FAQs
Knowledge Documents — Import documents and web pages for AI to learn
Scenario Configuration — Define response strategies and tools for different business scenarios
Custom Tools — HTTP API calls to query orders, inventory, and real-time data
Smart Handoff — Recognize complex issues and automatically transfer to human agents

Copilot Agent Assist

Real-time assistance for human agents to improve response efficiency and quality

Smart Suggestions — Recommend best responses based on customer questions
Knowledge Search — Quickly search help center articles
History Lookup — Search customer conversation history and tickets
One-Click Insert — Quickly insert articles and reply templates

Real-Time Translation

Break language barriers and serve customers worldwide

Auto-Detect — Automatically identify customer message language
Live Translation — 100+ languages with real-time two-way translation
Original Preserved — Keep original text for reference

Sentiment Analysis

Enterprise

AI analyzes customer emotions to prioritize urgent issues

Emotion Recognition — Positive/negative/neutral sentiment classification
Urgency Assessment — Auto-adjust priority based on sentiment
Trend Reports — Sentiment trend analysis
Automation

Put Repetitive Work on Autopilot

Powerful rule engine and automation tools save your team 60% of repetitive tasks.

Automation Rules

Visual rule engine with condition-triggered auto-execution

Trigger Events:

Conversation Created
Conversation Updated
Message Created
Status Changed

Available Conditions:

Message Content
Customer Attributes
Channel Source
Labels
Priority
Custom Attributes

Available Actions:

Assign Agent/Team
Add/Remove Labels
Send Message
Change Status/Priority
Send Email Notification
Trigger Webhook

Macros

One-click multi-step actions to standardize processes

  • Combine multiple actions
  • Personal/Team sharing
  • Keyboard shortcut triggers

Canned Responses

Pre-built reply templates with automatic variable substitution

Supported Variables:

{{contact.name}}{{contact.email}}{{conversation.id}}{{agent.name}}

Smart Assignment

Multiple assignment strategies for efficient ticket handling

  • Round Robin
  • Load-Based
  • Random Assignment
  • Skill-Based Matching
Collaboration

Seamless Team Collaboration

Complete collaboration toolkit for teams to work together and deliver exceptional service.

Private Notes

Internal notes visible only to your team, never sent to customers

@Mentions

Mention teammates in conversations with automatic notifications

Conversation Transfers

Transfer conversations to other agents or teams

Team Grouping

Organize teams by business, skill, or region

Participants

Multiple agents collaborating on the same conversation

Label System

Flexible categorization for conversations and contacts

Help Center

Branded Self-Service Portal

Let customers find answers 24/7 and reduce human tickets by 40%.

Knowledge Base Articles

Rich text editor with images, videos, and code blocks

Category Management

Multi-level category structure with parent-child relationships

Brand Customization

Custom logo, colors, and domain

AI Search

Semantic search for precise article matching

Multi-Language

Multiple language versions per article

Chat Widget Integration

Embed help center in chat widget

Analytics

Data-Driven Service Optimization

Comprehensive reports and analytics tools to back every decision with data.

Real-Time Dashboard

Key metrics at a glance

Response Time

First response and average response time stats

Resolution Rate

By channel, team, and agent

CSAT Scores

Customer satisfaction collection and analysis

Agent Performance

Volume, response time, and ratings per agent

Trend Analysis

Daily/weekly/monthly data trends

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