Omnichannel Support
One Inbox
Centralize customer conversations, automate Tier-1 support, route requests intelligently, and track performance — built for modern call center operations.
Call Center Solution Features
Sector-ready building blocks: unified inbox, automation, routing and reporting — customized to your workflows.
Unified Agent Inbox
Handle all customer conversations from one screen
- Omnichannel inbox (WhatsApp, Instagram, Facebook, WebChat, Telegram, TikTok)
- Tags, notes and internal collaboration
- Conversation assignment and ownership
- SLA-aware queue visibility
AI + Automation for Tier-1
Resolve repetitive requests before they reach agents
- FAQ automation with AI + rules
- Smart forms for data and document collection
- Auto-responses, templates and quick replies
- Human handoff when needed
Smart Routing & Queues
Route requests to the right team automatically
- Skill-based routing
- Priority and VIP queues
- Working hours and overflow rules
- Escalation and reassignment
Customer Context & History
Serve customers without losing context
- Full conversation history
- Customer profile and timeline view
- Cross-channel identity merging
- CRM fields and custom attributes
CRM / Ticketing Integration
Connect your call center to your systems
- CRM sync (create/update leads & contacts)
- Ticket creation and status updates
- ERP and order/service systems
- Custom API integrations via functions
Analytics & QA
Track performance and improve continuously
- Agent KPIs and team dashboards
- Response time and SLA monitoring
- Conversation outcomes and categorization
- CSAT tracking and quality review
How It Works?
Launch your call center workflow in 4 simple steps
Connect Your Channels
Bring all customer messaging platforms into MonoChat’s unified inbox.
Set Up Routing & Queues
Define teams, working hours, priorities and escalation rules for every request type.
Automate Tier-1 Support
Use AI + rules to answer FAQs, collect information and reduce agent workload.
Measure & Optimize
Track KPIs, SLA, CSAT and QA signals to continuously improve service quality.
Build a High-Performance Call Center
Discover MonoChat’s call center solutions with a demo. Reduce response times, improve SLA compliance, and increase customer satisfaction.