Every complaint becomes a numbered ticket with a first-response target and a ticket SLA. Topic = a product + form pair with its own priority, SLA target, and escalation route.
Frontline and Escalation teams with My Tickets, Team Tickets, Unassigned, and Followed tabs.
Ticket Bucket: unassigned tickets per category, distributed to agents in bulk.
Statuses up to 3 levels deep, form templates, and email alerts when an SLA is breached.
Full ticket history with recordings and a snapshot of the conversation at the time the ticket was created.
Email
Incoming email, grouped into conversations.
Inbox 18SentDraftStarred
From
Subject
Status
Hendra S.hendra@contoh.id
Re: September bill
AWAITING REPLY
Maya L.maya@contoh.id
Tax invoice request
REPLIED
Budi K.budi@contoh.id
Distributor partnership
FORWARDED
Conversations · Email
Email as conversations
Reply, reply all, and forward right from the panel. An email can be turned into a ticket on the spot or linked to an existing one.
Inbox, Sent, Draft, and Starred.
Full editor, templates, signatures, and attachments.
R
Rina Setiawati
Sari · 02 Oct 2026 10:12
+ Create TicketBookView
CallWhatsAppEmail
Ticket listChatEmailCallAppointment
Contact
One page per customer
Contacts that interact with your frontline team. A customer's tickets, chats, emails, calls, and appointments are laid out on one page.
Dynamic fields and contact distribution to agents.
Web chat guests can be saved as contacts.
Softphone—
D
Dewi W.0812 •••• 2210
04:12 REC
MuteHoldKeypadTransfer
Set call status
End call
Call · Softphone
Calls in the browser
The softphone sits in the corner of the agent's screen. Answer, hold, mute, and transfer calls, then set the call status during wrap-up.
Warm or blind transfer, and conferences with colleagues or outside numbers.
Schedule a callback from the wrap-up screen.
Live Monitor
Live calls in your team. Supervise with Listen, Whisper, or Barge.
Live
Agent
Customer
Direction
Duration
Supervise
Sari
Dewi W.0812 •••• 2210
Inbound
04:12
Listen
Bayu
Guest0857 •••• 1180
Outbound
01:37
Whisper
Supervisor · Live Monitor
Monitor calls in progress
Listen (silent) · Whisper (talk to the agent only) · Barge (join the call). The Agent List shows the live status of every agent on your team.
Script
Conversation guides available to you.
foreign transfer feeSearch✨ Answer
PDFAccount Services SOP › Overseas transfers"Foreign transfer fees depend on the destination currency and are deducted from the balance…"Open PDF · p. 12match 0.82
✨ Answer composed by AI from scriptsForeign transfer fees follow the destination currency and are deducted from the account balance. (Account Services SOP, p. 12)
Script
Searchable scripts
Upload and manage conversation guide scripts. Every agent in the area can open them, search their contents, and ask AI to compose an answer with its sources.
Internal Chat
RRudiSPV
Please check ticket TKT-FL-00019
2
BBayuAgent
On it, I've followed up
LLinaAM
Is this week's recap ready?
Internal Chat
Talk to your team without another app
A floating chat window for agents, SPVs, and AMs, with file attachments. Messages can only be sent to people you are allowed to contact.
Names, numbers, and figures in all screens are sample data.