Does a supervisor see a live chat the way they see a call?

Yes. Supervisor listen, whisper and barge work on voice. On chat, supervisors view transcripts live and step in without ending the session.

Can we automate simple replies?

The omnichannel AI ChatBot and AI Assistant answer common questions on any channel. Agents take over when a conversation escalates, with full context already loaded.

How fast does a new channel go live?

Native channels (WhatsApp Business, Instagram, Messenger, Telegram, Viber, SMS) turn on in the admin console in minutes once your Meta/channel credentials are verified.

Which CRMs sync natively?

HubSpot, Salesforce, Zoho, Pipedrive, Monday, and Microsoft Dynamics are native. Anything custom sits behind webhooks or Zapier.

Omnichannel Engagement

Every channel lands in one place.

Voice, SMS, WhatsApp, Instagram, Facebook, Telegram, Viber and Microsoft Teams share a single agent workspace — with AI sentiment tagging, shared memory on every contact, and native CRM sync so nothing falls through the cracks.

Get A Free Trial See Pricing

7+ channels
Shared memory
Native CRM sync
AI on every message

Instagram

Voice

Messenger

CRM sync

HubSpot · live

Priya Shah

4 channels · same thread

VIP

last · 2m ago

Hi — order #48241, ETA?
WhatsApp08:41
Hi Priya — out for delivery, ETA 14:00
WhatsApp08:42
Voice call · 1m 12s · transcript saved
Voice11:08
DM: that color in stock?
Instagram12:30
We held one — reply YES to reserve
SMS12:31
WhatsApp

AI suggests: "Reserved — your number's in the queue."

Send

AI sentiment · positive

Same contact · 4 channels

The channels your customers actually use

Native to every inbox. Familiar to every customer.

One TKOS workspace for agents. Same thread, same contact, every channel — pair with our omnichannel contact center for routing.

WhatsApp BusinessShared thread

Your customer's favourite inbox, in your agents' workspace.

Priya WhatsApps on Monday, emails on Wednesday, and calls on Friday. Every touch threads into the same contact.

Hey — is my order #48241 still on for Friday?

Hi Priya! Yes, Friday AM. Want me to push it to Saturday 10?

Yes please. And the same address as last time.

Got it — Saturday 10, same address. SMS confirmation is on the way.

Priya is typingContext · last invoice loaded

Voice + SMSYour number

Business SMS / MMS from the same line customers dial.

AHT

3:42

Deliver

99.2%

CSAT

4.8

Social · DMs

Instagram, Messenger, Telegram, Viber — threaded.

@harborlightInstagram2
Lerato D.Messenger
+27 82 555 0110Telegram1

Microsoft Teams

Calls made & received inside Teams.

Teams · Sales room

Live · 2 participants

00:12

Website · Bot widget

Self-serve for visitors who don't want to wait.

Hi! I can check an order, book a callback, or hand you to Sales.

Check orderBook callbackSee Pricing

Agent workspace

Every past interaction surfaces before the next reply.

Last call · 12 Apr · billing dispute · resolved
Last chat · 09 Apr · delivery window · WhatsApp
Last invoice · INV-48241 · paid

The CRM does the bookkeeping

Every conversation logs itself.

Native sync to HubSpot, Salesforce, Zoho, Pipedrive, Monday and Microsoft Dynamics — plus webhooks and Zapier. See the HubSpot integration page for the deepest two-way sync.

For category context, see the Gartner CCaaS definition of where this category sits.

HubSpot
Contact updated · call notes synced
0:02
Salesforce
Case #48241 · status → Resolved
0:14
Zoho
Deal · stage advanced to Renewal
0:31
Webhooks
POST /api/events · delivered (200)
0:47

Priya Shah

Contact · Harborlight Swim

synced

StageRenewal · 60 days
OwnerN. Khumalo
LTV$8,420

Shared memory

HubSpot

Salesforce

Pipedrive

Zoho

Monday

Dynamics

Zapier

Webhooks

Intercom

Freshworks

AI reads the room

So agents don't have to.

Real-time sentiment flags heated conversations for supervisor attention. AI Call Tags sort traffic by topic. AI Writer drafts replies in your tone — so response times drop without copy-paste, backed by full sentiment analysis on every conversation.

Live sentiment · Call #48241

Escalation risk

NegativeNeutralPositive

FrustratedCooperativeBillingRefund intent

Supervisor alert

Tone turned negative at 0:38. Suggested action: whisper to agent or barge.

AI Writer

On brand

Draft · reply

Hi Priya — totally get the urgency. I've moved your delivery to Saturday 10 AM, same address, and refunded the expedite fee. You'll get an SMS in a minute.

FormalFriendlyConcise

AI Call Tags · last 24 h

Auto-sorted

Billing

38%

Support

24%

Renewals

14%

Sales

12%

Refunds

Other

Customer Stories

One window. Every conversation.

Retail, finance and support teams consolidated five tabs into one agent workspace.

Anika Pillai

Head of CX

Sandton Retail Group

5.0

“Our support team used to juggle five tabs. Now one window shows me the caller's last chat, last ticket, and last invoice before I even say hello.”

Omnichannel

Ethan Vega

Growth Lead

Nova Outfitters

4.9

“WhatsApp on Monday, email on Wednesday, call on Friday — same thread. Customers stopped restating their problem.”

Omnichannel

Keshni Naidoo

Support Manager

Durban Logistics

5.0

“AI sentiment flags the heated conversations. Supervisors barge in before escalations happen, not after.”

AI Sentiment

Daniel Khumalo

Operations

Gauteng Finance

4.8

“Sync to Salesforce was live on day one. No Zapier middle layer, no missed contacts.”

CRM Sync

FAQ

What CX leaders ask before switching.

Practical answers for supervisors, support leads and CX operators evaluating TKOS as their single workspace.

WhatsApp Business, Instagram, Facebook Messenger, Telegram, Viber, SMS, MMS, voice, and Microsoft Teams calls — plus your website chat widget. All live in the same workspace.

Get A Free Trial

Every channel, one inbox.

Unify voice, chat, WhatsApp, SMS and social on a single screen — with CRM sync live on day one and AI sentiment on every message.

Get A Free Trial See Pricing

14-day free trialCRM sync day oneNo middle layer7+ channels

Omnichannel Engagement

Every channel lands in one place.

Get A Free Trial See Pricing

7+ channels
Shared memory
Native CRM sync
AI on every message

Instagram

Voice

Messenger

CRM sync

HubSpot · live

Priya Shah

4 channels · same thread

VIP

last · 2m ago

Hi — order #48241, ETA?
WhatsApp08:41
Hi Priya — out for delivery, ETA 14:00
WhatsApp08:42
Voice call · 1m 12s · transcript saved
Voice11:08
DM: that color in stock?
Instagram12:30
We held one — reply YES to reserve
SMS12:31
WhatsApp

AI suggests: "Reserved — your number's in the queue."

Send

AI sentiment · positive

Same contact · 4 channels

The channels your customers actually use

Native to every inbox. Familiar to every customer.

One TKOS workspace for agents. Same thread, same contact, every channel — pair with our omnichannel contact center for routing.

WhatsApp BusinessShared thread

Your customer's favourite inbox, in your agents' workspace.

Priya WhatsApps on Monday, emails on Wednesday, and calls on Friday. Every touch threads into the same contact.

Hey — is my order #48241 still on for Friday?

Hi Priya! Yes, Friday AM. Want me to push it to Saturday 10?

Yes please. And the same address as last time.

Got it — Saturday 10, same address. SMS confirmation is on the way.

Priya is typingContext · last invoice loaded

Voice + SMSYour number

Business SMS / MMS from the same line customers dial.

AHT

3:42

Deliver

99.2%

CSAT

4.8

Social · DMs

Instagram, Messenger, Telegram, Viber — threaded.

@harborlightInstagram2
Lerato D.Messenger
+27 82 555 0110Telegram1

Microsoft Teams

Calls made & received inside Teams.

Teams · Sales room

Live · 2 participants

00:12

Website · Bot widget

Self-serve for visitors who don't want to wait.

Hi! I can check an order, book a callback, or hand you to Sales.

Check orderBook callbackSee Pricing

Agent workspace

Every past interaction surfaces before the next reply.

Last call · 12 Apr · billing dispute · resolved
Last chat · 09 Apr · delivery window · WhatsApp
Last invoice · INV-48241 · paid

The CRM does the bookkeeping

Every conversation logs itself.

Native sync to HubSpot, Salesforce, Zoho, Pipedrive, Monday and Microsoft Dynamics — plus webhooks and Zapier. See the HubSpot integration page for the deepest two-way sync.

For category context, see the Gartner CCaaS definition of where this category sits.

HubSpot
Contact updated · call notes synced
0:02
Salesforce
Case #48241 · status → Resolved
0:14
Zoho
Deal · stage advanced to Renewal
0:31
Webhooks
POST /api/events · delivered (200)
0:47

Priya Shah

Contact · Harborlight Swim

synced

StageRenewal · 60 days
OwnerN. Khumalo
LTV$8,420

Shared memory

HubSpot

Salesforce

Pipedrive

Zoho

Monday

Dynamics

Zapier

Webhooks

Intercom

Freshworks

AI reads the room

So agents don't have to.

Live sentiment · Call #48241

Escalation risk

NegativeNeutralPositive

FrustratedCooperativeBillingRefund intent

Supervisor alert

Tone turned negative at 0:38. Suggested action: whisper to agent or barge.

AI Writer

On brand

Draft · reply

Hi Priya — totally get the urgency. I've moved your delivery to Saturday 10 AM, same address, and refunded the expedite fee. You'll get an SMS in a minute.

FormalFriendlyConcise

AI Call Tags · last 24 h

Auto-sorted

Billing

38%

Support

24%

Renewals

14%

Sales

12%

Refunds

Other

Customer Stories

One window. Every conversation.

Retail, finance and support teams consolidated five tabs into one agent workspace.

Anika Pillai

Head of CX

Sandton Retail Group

5.0

“Our support team used to juggle five tabs. Now one window shows me the caller's last chat, last ticket, and last invoice before I even say hello.”

Omnichannel

Ethan Vega

Growth Lead

Nova Outfitters

4.9

“WhatsApp on Monday, email on Wednesday, call on Friday — same thread. Customers stopped restating their problem.”

Omnichannel

Keshni Naidoo

Support Manager

Durban Logistics

5.0

“AI sentiment flags the heated conversations. Supervisors barge in before escalations happen, not after.”

AI Sentiment

Daniel Khumalo

Operations

Gauteng Finance

4.8

“Sync to Salesforce was live on day one. No Zapier middle layer, no missed contacts.”

CRM Sync

FAQ

What CX leaders ask before switching.

Practical answers for supervisors, support leads and CX operators evaluating TKOS as their single workspace.

WhatsApp Business, Instagram, Facebook Messenger, Telegram, Viber, SMS, MMS, voice, and Microsoft Teams calls — plus your website chat widget. All live in the same workspace.

Get A Free Trial

Every channel, one inbox.

Unify voice, chat, WhatsApp, SMS and social on a single screen — with CRM sync live on day one and AI sentiment on every message.

Get A Free Trial See Pricing

14-day free trialCRM sync day oneNo middle layer7+ channels

Every channel lands in one place.

Native to every inbox. Familiar to every customer.

Every conversation logs itself.

So agents don't have to.

One window. Every conversation.

What CX leaders ask before switching.

Q1.Which channels sync to a single agent window?

Q2.Does a supervisor see a live chat the way they see a call?

Q3.Can we automate simple replies?

Q4.How fast does a new channel go live?

Q5.Which CRMs sync natively?

Every channel, one inbox.

Every channel lands in one place.

Native to every inbox. Familiar to every customer.

Every conversation logs itself.

So agents don't have to.

One window. Every conversation.

What CX leaders ask before switching.

Q1.Which channels sync to a single agent window?

Q2.Does a supervisor see a live chat the way they see a call?

Q3.Can we automate simple replies?

Q4.How fast does a new channel go live?

Q5.Which CRMs sync natively?

Every channel, one inbox.