Naledi Khumalo
Head of Customer Care
Vortex Mobility
5.0
“We used to run three apps for three channels. Now agents work from one queue and the WhatsApp-to-voice handoff is invisible to the customer.”
Voice, SMS, WhatsApp, Messenger, Instagram, Telegram and Viber in a single queue with shared history. Agents stop re-asking. Customers stop re-explaining.
Priya Sharma
Merged · 7+27 82 ••• 4421 · LTV R 18,420 · 14 touchpoints
Single thread · all sources
Shared contextHi — order #48241 is taking longer than the ETA you sent.
Same here — calling because I need it before Friday.
DM: any update? I have to leave town.
Hey Priya — I see all three messages. Re-routed via DHL Express, arriving Thu 14:00. Tracking sent.
Toggle channels on as your team is ready. Agent UI, routing rules and reporting stay the same regardless of which doors are open. Layer in our SMS and MMS messaging as conversational doors open.
Voice
Call queues and multi-level IVR here.
Business SMS & MMS
From your own numbers, two-way.
WhatsApp Business API
Verified business sender, end-to-end.
Facebook Messenger
Page DMs into the agent queue here.
Direct messages and story replies.
Telegram
Tech-forward audiences, fast engagement.
Viber
Where regional adoption dominates.
Microsoft Teams
Internal hand-off and conferencing.
Conversations are assigned by language, product line, customer tier or detected intent. The router shows you exactly who was picked, who was skipped, and why — every single time, with live agent assist in tow.
Routing console
Live decisions · last 3 inquiries
Priya Shah
VIP · via WhatsApp
Matched
Aya N.
Senior · Pro · EN/FR/AR
Priya Shah
VIP · via WhatsApp
Aya N.
Senior · Pro · EN/FR/AR
Karim Tagi
Standard · via Voice
Matched
Linda W.
Senior · Pro · EN
Karim Tagi
Standard · via Voice
Linda W.
Senior · Pro · EN
Lina Khoury
Standard · via SMS
Matched
Aya N.
Senior · Pro · EN/FR/AR
Lina Khoury
Standard · via SMS
Aya N.
Senior · Pro · EN/FR/AR
Rule · Language
EN · FR · AR · PT · SW
Rule · Tier
VIP > Pro > Standard
Rule · Capacity
Skip at WIP cap
Full history in one contact — voice, chat, every channel. AI summaries sync to the CRM without typing. Connect a Zoho integration in minutes.
Priya Shah
Harborlight Swim · Account #HS-48241
2
Open
17
30d msg
4m
Avg reply
Channel-mixed timeline
Read across WhatsApp, Voice and SMS
Hi — we still on for Friday delivery?
8m call · sentiment positive
Address updated · 43 Seapoint Ave. Order rescheduled.
Confirmed: Friday 2–4 PM at 43 Seapoint Ave.
Live conversations ranked by sentiment and urgency — listen, whisper, or step in. Rules auto-escalate at-risk chats so supervisors stay one step ahead.
Listen
Whisper
Barge in
Supervisor pane · ranked by sentiment
4 live · 1 at-risk · auto-escalation armed
Naledi Khumalo
Head of Customer Care
Vortex Mobility
“We used to run three apps for three channels. Now agents work from one queue and the WhatsApp-to-voice handoff is invisible to the customer.”
David Asante
Contact Center Manager
Bluepine Insurance
“The supervisor pane lets me whisper a tip to a new agent on the worst calls. Quality went up before training even rolled out.”
Liam van Wyk
Technical Support Manager
CloudCore Systems
“The 'Zero Re-asking' promise is real. A customer can DM us on Instagram on Monday and call us on Wednesday, and our agents already have the full context.”
Reza Patel
VP Operations
Aurora & Co.
“Two brands, one tenant. Agents pool routing rules and the parent finance team finally sees one bill instead of two.”
Routing, brands, social-channel approvals — the questions every contact-center pilot asks before it goes live.
Voice and SMS go live the same day. The social channels follow once Meta, Telegram and Viber confirm. No procurement marathon.