Neuro Desk
One inbox for WhatsApp, email and webConversations arrive through four different channels, each with its own inbox and its own way of being forgotten. First response time is not measured because nobody agrees where the clock starts, and the customer who wrote on WhatsApp on Friday turns up again by email on Monday as if they were someone new.
Every conversation lands in one queue, where the agent classifies by intent and urgency, answers what it can resolve from the knowledge base, and escalates to a person with the context already summarised. Escalation is designed explicitly, because an agent with no human path is more fragile, not more autonomous, and every answer cites the document it came from so the claim can be reviewed.
- WhatsApp, email, web and voice in a single queue
- Answers cited back to the knowledge base
- Human escalation with the context already summarised
- First response and resolution measured per channel
Built from these capabilities
Agent tools
desk.route_conversationdesk.suggest_replydesk.escalateWho it is for: Customer service and support teams
Neuro Desk
Unified inbox
Inbox
Status
Queue
Thread
Hi, order MX-4471 has shown as delivered since yesterday but I never received anything.
I can see it, Marisol. The parcel was marked delivered at 18:40 at the reception desk.
Reception has no record of it.
Reply proposed by the agent
I will open a trace with the carrier (48 working hours) and, if it does not turn up, we reship at no cost. Shall I confirm here in this chat?
Cited source: Knowledge base · Missing parcels · section 2
Sample conversations