Phone calls, web calls, video calls, web chat, WhatsApp, and social media comments arrive in the same queue. AI can answer first, then hand over to an agent when needed.
Call logs
Your softphone calls and dispositions.
AllInboundOutboundMissedCallbacks 2
Date
Customer
Direction
Source
Mode
AI result
Disposition
Duration
11 Oct 10:02
Dewi W.0812 •••• 2210
Inbound
SIP call
AI Voice
handed over · customer asked for a person
Answered
05:48
11 Oct 09:55
Agus T.0813 •••• 5521
Inbound
SIP call
AI Voice
resolved by AI
Answered
01:12
11 Oct 09:31
Guest
Inbound
Web call
—
—
Answered
03:05
11 Oct 09:10
Maya L.0821 •••• 0912
Inbound
Video call
—
—
Answered
07:40
11 Oct 08:47
Rahmat H.0857 •••• 3304
Inbound
SIP call
—
—
Missed
00:00
Conversations · Call
All incoming calls in one log
SIP calls, web calls, and video calls are logged together with their disposition, recording, ticket, and callback schedule. Calls answered by AI show their result, signal, and sentiment.
All, Inbound, Outbound, Missed, and Callbacks tabs.
Answered by AI filter: Resolved by AI, Handed to an agent, Left unresolved, or Without AI.
Softphone—
D
Incoming callDewi W.0812 •••• 2210
Transferred by AI · Kaia
AIFrom AI agent Kaia1m 20s with AI
The customer asked about a package held at the transit warehouse and wants to speak with an agent.
Result
handed over · customer asked for a person
Sentiment
frustrated
Ticket
TKT-FL-00021
Show AI transcript
DeclineAccept
AI Voice · Inbound
AI answers the phone first
Calls to your number are answered by AI first. The caller's number is already known, so the AI doesn't ask for it. When the call is transferred, the agent receives the AI's summary, result, and transcript.
Works for SIP numbers and for web calls from the widget.
Handed over to an agent when the customer asks for a person, gets angry, becomes a hot lead, or asks something the knowledge base can't answer.
Maya L.07:40
RecordingM
⛶End
Save as Customer
Video call
Video calls from your website
Visitors enter their name and phone number in the widget, then press a button to call. An agent receives the video call offer, and the conversation is recorded in segments.
Incoming video calls are distributed with their own round robin.
Wrap-up with call status, notes, and a callback schedule.
TToko Contoh✕
SBMAgent available for chat
Hi there
How can we help you today?
Start chat →
Other ways to reach us
WhatsApp
Email us
HomeMessageCallVideo
Widget · Web chat
A widget on your website
One install code for web chat, web call, and video call. The status at the top of the widget follows your team: agents available, offline, or an AI assistant ready to help.
Choose which of the Home, Message, Call, and Video tabs to show.
Set your own logo, colors, and greeting. A public link and QR code are also available.
TToko Contoh✕
Call us
Your call goes into the queue and is answered by an available agent.
HomeMessageCallVideo
Web call
Calls from the browser, at no cost to the caller
Visitors call straight from the Call tab in the widget. The agent receives it on the softphone as Guest · Web call, and the call is logged like any other phone call.
Content
Posts with comments, from your connected social accounts.
Content
Channel
Threads
Unanswered
End-of-month promoPhoto · 10 Oct
Instagram
14
3 waiting
New branch opening hoursPhoto · 9 Oct
Facebook
6
All answered
How to return an itemVideo · 8 Oct
TikTok
9
All answered
Conversations · Content
Social media comments per post
Facebook, Instagram, and TikTok comments are grouped by post. Agents can reply in the thread or send the commenter a private reply.
Direct messages arrive in the Chat list alongside other channels.
WhatsApp groups appear too, with a One-on-one & groups filter.
Distribution & service hours
Incoming messages reach the right person
Access all or Round robin
Distribution options for incoming chats and video calls, per channel account.
Routing by category
Ask customers to choose a category first. The chat then goes only to the people who handle that category.
Office Hours
24 hours × 7 days, or custom office hours with a weekly schedule.
Conversation Automation
Silent customers move to the Idle tab, silent agents release the chat lock, and chat reply targets apply.
Names, numbers, and figures in all screens are sample data.