MESSENGER

An omnichannel ticketing and livechat solution powered by AI

Centralize all your support cases and add a direct live chat channel to your support stack.

With Inbenta Messenger, your agents will be able to store live chats sessions, social media direct messages, emails, and more as tickets and manage them directly from the platform in the fastest possible way thanks to AI.

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Making case management a breeze

With the number of customer communication channels growing by the minute, making sure all customers are cared for can be challenging at times. Agents need to jump from channel to channel, using different platforms and losing track of customer journey and previous interactions. Inbenta Messenger helps you centralize your support channels into a single platform that builds a single case queue with website, social media, discussion forums, live chat, and email contacts.

Improve service level on all channels

Push FAQs and popular topics on your site
Promote self-service among customers.
Suggest answers as the customer types.

Provide direct, instant support through a live chat

Make sure knowledge is easily accessible.
Centralize knowledge in a single platform.
Easily update and track information.

Cut handling and answer times & empower agents

Access content performance dashboards.
Analyze queries and detect content gaps.
Free your agents from low-value contacts.

Centralize Support Channels with Omnichannel Ticketing

Discover AI-powered omnichannel ticketing and forget about trying to trace customer interactions in different channels. Support agents with real-time answer suggestions and boost customer satisfaction.


  • Follow customers’ journey regardless of the channel they use

    Keeping track of support channels is becoming increasingly difficult.

    Discover omnichannel case management and ticketing that converts emails, social and online contacts into a manageable queue, with the ability to assign and monitor ticket progress among your customer service agents.

    Its predefined workflow capability automates email routing, monitors information, and easily fulfills Service-Level Agreements (SLA).

    It can also make your agents’ lives easier by grouping tickets that require similar answers, automatically categorizing and assigning tickets to the right agent.

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  • Provide a comfortable, direct communication channel to your customers

    Although chatbots have become commonplace on many websites and they typically answer between 80 to 90% of web users’ questions, customers sometimes still need to interact with a human agent in order to solve complex issues or operations.

    For all those contacts that need a human touch, Inbenta Messenger offers a live chat solution. This can be also connected to a chatbot, so that the chatbot will seamlessly escalate cases to your live advisors.

    Users can also start a synchronous conversation over live chat, and continue it later over asynchronous email. They are able to submit questions via chat, even after hours with live chat is not attended. They will receive answers in their mailbox as soon as an agent is connected again.

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  • Assist agents with the latest AI-powered real-time suggestions

    This handy tool based on Inbenta’s symbolic AI provides the right FAQs and answers from your knowledge base.

    This helps them cut time spent looking for a formal answer, and ensures consistency across the service you provide to your customers.

    Inbenta Messenger offers a powerful way to efficiently resolve incoming inquiries by giving the tools to both your customers and agents in order to achieve the quickest and easiest resolution possible.

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  • Give agents a tool to answer requests in a heartbeat

    Inbenta Messenger makes available to you a tool to create answer templates for your agents to use. This helps your team answer faster to customer requests, reduce waiting times and increase overall efficiency.

    The tool also can handle variables, so you can create email templates that are personalized on-the-go and can be used with a few clicks.

    Inbenta Messenger helps your agents solve queries quickly and efficiently, while reducing the time they spend on each case.

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What makes Inbenta Messenger different?

Using our Symbolic AI meaning-based search engine, our omnichannel ticketing is able to recommend content from Knowledge for agents to answer requests in no time, resulting in a decline in handling times and an increase in operational efficiency.

Seamless escalation

Seamlessly connects the user to a live agent if the need is detected.

Conversation history

Automatically stores all the conversations held with a contact, whatever the channel used.

Smart answering

Analyzes the content of a ticket and provides a series of possible and pre-approved answers from pre-approved FAQs.

Email management

Converts emails into a manageable queue, with the ability to assign and monitor ticket progress among your customer service agents.

Social media ticketing

Automatically transforms messages from social networks, online forums, and consumer sites into an open ticket for your support team.

Real-time data

Get a real-time view of all the key indicators for your Messenger, like answer times, agents available and more thanks to our Workspace dashboards.

PRODUCT SPECS AND FEATURES

See Messenger In-Depth

Download our Messenger datasheet and discover more benefits, advanced features, integrations, and all you need to know to analyze the solution in-depth.


Discover the benefits and details of our Messenger module!