RapiDesq begins where your customers do — live chat, email, and web forms in one workspace — and carries the work all the way through: tickets, configurable boards, workflows with the gates you define, estimation and velocity, internal team chat, and an employee portal. The AI is a dial, not a bet. Run with none of it. Let it draft, summarize, and prioritize alongside your team. Hand whole conversations to bots grounded in your knowledge base. Or connect your own agents and let them work tickets through the API. Turn it up or down whenever you like.
It starts as your contact center — the helpdesk, customer service platform, and shared inbox your team works in every day. It does not stop there. The same workspace carries every conversation into the work it creates, so the thing your customer asked for and the thing your team is building never live in two different tools.
A platform that starts at customer contact and keeps going: chat widget, email integration, web forms, ticketing, routing, reporting, supervisor dashboard, knowledge base, file attachments — and then configurable boards, workflows with gated transitions, story-point estimation and velocity, internal team chat, and an employee portal. The same category as Zendesk, Intercom, Freshdesk, or Help Scout at the front door, plus the work management those tools hand off to a second product.
Customer support teams at B2B SaaS companies, e-commerce shops, and service businesses — and the engineering, ops, and delivery teams they hand work to. Solo founders handling support themselves, small teams running duct-taped stacks, and growing organizations consolidating several tools into one.
Two seams, not one. The scattered front door — Intercom for chat, Gmail for email, Google Forms for intake — and the gap right after it, where a resolved conversation becomes a ticket in a system nobody in support can see. Plus slow triage, AI add-ons with usage bills you find out about later, and data residency locked behind an enterprise call.
One workspace from the first message to the finished work — every channel, every ticket, every board, unified from day one. AI you set the level of: none, assistive, fully autonomous, or your own agents working through the API, metered in credits you can watch spend in real time. Guardrails, AI disclosure, and human handoff come standard. Multi-region data residency on every plan. Supervisors see the floor update live.
Every customer message — whether it arrives by chat, email, or form submission — lands in the same workspace. Users see full conversation history, threaded replies, and contact context without switching tabs.
A drop-in chat widget with deep customization. Match your brand colors, pick the corner it lives in, enable dark mode, and collect customer details with a pre-chat form before the conversation starts. Users see real-time typing indicators and can share files. Verify logged-in customers with identity authentication and restrict the widget to your approved domains.
Connect Gmail or Microsoft 365 mailboxes in a few clicks. Inbound emails arrive in real time and automatically become tickets with full threaded conversation support — replies stay grouped with the original request. Route incoming mail to specific teams or through a conversation flow for automated triage, and track every outbound message through delivery.
Build configurable contact forms with text, email, phone, long-form, dropdown, and numeric fields. Set validation rules, help text, and placeholders per field, then map submissions directly to tickets. Route form submissions to specific teams or through conversation flows, match your site's look with dark mode, and show a custom offline message outside business hours.
Some teams want none of it, and RapiDesq runs perfectly well that way. Some want it drafting replies, summarizing threads, and ranking the backlog while a person stays in every loop. Some want bots grounded in their knowledge base holding real multi-turn conversations and handing off with full context when they reach their limit. Some want to bring their own agents and let them work tickets through the API. All four are the same product and a settings change, so the level you pick today is not a decision you are stuck with.
Upload your documentation, policies, and guides. Each bot grounds every response in your content and cites its sources, so answers are accurate and verifiable — not hallucinated.
Topic restrictions keep each bot on-brand. Personal information is masked before it ever reaches the model. Prompt injection attempts are detected and blocked. You set the limits once per bot — the bots respect them.
When a bot escalates, the user sees the full conversation plus a summary of what was tried and why handoff happened. No asking customers to repeat themselves.
RapiDesq runs on multiple AI providers at once with automatic failover. If one provider has an outage, your bots keep working — your customers never see a "sorry, AI is down" message.
AI usage runs on credits you can see and control. Your plan comes with credits included, you can top up when you need more, and auto-refill handles ongoing needs with a monthly cap you set. Unlike most AI-enabled contact center platforms, unused credits roll over one month — a quiet month builds a buffer for the next instead of being forfeited.
Customers always know when they're talking to a bot. RapiDesq includes visible, non-removable AI disclosure in every automated conversation so you stay on the right side of honesty and regulation.
A customer sends a chat message, email, or form submission. Here's exactly what happens next.
A message arrives through any channel and creates a conversation in your unified inbox. If the customer is known, their contact record and full interaction history are attached automatically. New contacts are created from the source — whether that's a chat widget, authenticated widget, email, web form, API, webhook, or import.
Conversation flows built in the visual drag-and-drop editor take over. Flows can send messages, ask questions, collect structured information, hand off to an AI bot that resolves conversations against your knowledge base, branch on conditions, check business hours, call external systems, and update ticket fields — all without writing code.
When a conversation needs a human, routing selects a user using the strategy you chose — even distribution, fewest active conversations, longest idle, skill match, or broadcast to everyone. Users get a chat offer with a configurable timeout to accept or decline, and tickets are ordered in the queue by your chosen priority rules.
Agents manage tickets through a clear lifecycle with priority levels that work together with AI urgency scoring to keep the queue ordered correctly. First response time and resolution time are tracked automatically. AI sentiment analysis surfaces frustrated customers, key points are extracted for quick context, and CSAT surveys close the loop on customer satisfaction.
Everything you need to run a modern contact center. All included. No "coming in Q4" footnotes.
Build automation with drag-and-drop nodes: send messages, collect information, run AI bot conversations, branch on conditions, call external systems, and update tickets. Version flows with draft and published states so edits never disrupt live operations.
Five user selection strategies combine with four ticket queue strategies so the right work reaches the right person. Configure overflow routing when queues fill up and dedicated after-hours handling so no conversation ever falls through the cracks.
See queue depth, user availability, and live bot conversations across all your teams at a glance. Updates push instantly — no refreshing, no stale data. Drill into any team to see pending offers, waiting customers, and active conversations.
Upload and share files in chat conversations, email replies, tickets, team chat, and your knowledge base. Every file is scanned for viruses before anyone touches it. Per-tenant storage keeps your data isolated, with bring-your-own-storage available for enterprise needs.
One-to-one and group conversations with @mentions, typing indicators, and unread counts. Built on the same real-time infrastructure as customer messaging. Coordinate on escalations and share context without leaving the platform.
AES-256 encryption at rest with per-tenant isolation. SSO via OIDC and SAML on the Enterprise plan. Permission-based access control. Comprehensive audit logging. Choose the region your data lives in at signup — and stay there. Full GDPR support including data export and deletion.
Customer support is a team sport. RapiDesq gives supervisors real-time visibility across every team, lets users coordinate with built-in chat and @mentions, keeps internal notes on tickets that customers never see, and scopes permissions so everyone sees exactly what they need — from the system admin all the way down to internal service desk users.
Real-time queue depth, user availability, bot conversation visibility, and multi-team aggregate views. AI analytics show bot resolution rates, credit usage, topic performance, and ROI so you can tell whether automation is actually pulling its weight.
Direct messages, group conversations, and @mentions live alongside your customer work — no separate messaging app to context-switch into. Internal notes on tickets stay invisible to customers so your team can collaborate freely.