RapiDesq brings live chat, Gmail, Outlook, and web forms into a single workspace with a 13-node visual flow builder, 5 intelligent routing strategies, AI-powered sentiment analysis, and AES-256 encryption at rest. Stop juggling tools. Start resolving faster.
Every customer message, whether it arrives by chat, email, or form submission, lands in the same workspace. Agents see full conversation history, threaded replies, and contact context without switching tabs.
A drop-in JavaScript widget with 25+ configuration options. Position it in any corner, match your brand colors with primary color theming, and toggle dark mode. Pre-chat forms collect customer details through TEXT, EMAIL, PHONE, TEXTAREA, SELECT, and NUMBER fields before the conversation starts. Agents see real-time typing indicators, display avatars, and share files. Enable JWT-based identity authentication for logged-in users, restrict embedding to specific domains with whitelisting, and configure auto-open delays and conversation reopen windows to control the experience.
Connect Gmail via OAuth 2.0 with real-time sync through Google Pub/Sub, or link Outlook and Microsoft 365 accounts with Microsoft webhooks for instant delivery. Inbound emails automatically become tickets with full threaded conversation support, so replies stay grouped with their original request. Route incoming mail to specific teams or through conversation flows for automated triage. Track every outbound message through PENDING, DELIVERED, FAILED, and BOUNCED states. All OAuth tokens are encrypted at rest.
Build configurable contact forms with TEXT, EMAIL, PHONE, TEXTAREA, SELECT, and NUMBER fields. Set validation patterns, help text, and placeholder text per field, then map submissions directly to ticket fields for automatic ticket creation. Route form submissions to specific teams or through conversation flows for structured intake. Restrict embedding to approved domains, enable dark mode styling to match your site, and configure business hours with custom offline messages when your team is unavailable.
A customer sends a chat message, email, or form submission. Here is 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, custom fields, and full interaction history are attached automatically. New contacts are created from the source, whether that is a chat widget, authenticated widget, email, web form, API, webhook, or import.
Conversation flows built in the visual drag-and-drop editor take over. The 13-node flow engine can send messages, ask questions, collect structured information, hand off to an AI bot conversation, branch on conditions, check business hour schedules, call external APIs, run AI analysis on the conversation, generate ticket descriptions, set variables, trigger subflows, update ticket fields, and notify users. Flows have draft and published versions so you can iterate safely.
When the conversation needs a human, the routing engine selects an agent using one of 5 strategies: BROADCAST to all available agents, ROUND_ROBIN for even distribution, FEWEST_ACTIVE for load balancing, LONGEST_IDLE for fairness, or SKILL_MATCH for expertise-based routing. Agents receive a chat offer with a configurable timeout to accept or decline. Tickets are prioritized in the queue by FIFO, PRIORITY_FIFO, SLA_BREACH urgency, or ROUND_ROBIN_CONTACTS strategies.
Agents manage tickets through NEW, ASSIGNED, IN_PROGRESS, WAITING, RESOLVED, and CLOSED statuses with LOW, NORMAL, HIGH, or URGENT priority levels. AI analyzes sentiment as POSITIVE, NEUTRAL, or NEGATIVE, extracts key points, and scores urgency from 0 to 100. First response time and resolution time are tracked automatically. Internal notes live in a separate conversation thread so agents can collaborate without the customer seeing. Custom ticket ID prefixes per team keep everything organized.
Every feature listed here is built and functional. No roadmap promises, no "coming in Q4" footnotes.
Build automation visually with drag-and-drop. Thirteen node types handle everything from sending messages and collecting information to AI-powered bot conversations, conditional branching, schedule-based routing, external API calls, AI analysis, and ticket updates. Version flows with draft and published states so edits never disrupt live operations.
Select from Broadcast, Round Robin, Fewest Active, Longest Idle, or Skill Match to control how conversations reach agents. Pair that with 4 ticket queue strategies (FIFO, Priority FIFO, SLA Breach, Round Robin Contacts) and configurable chat offer timeouts with accept/decline so agents are never surprised by a conversation appearing in their queue unannounced.
1-to-1 and group conversations with @mentions, real-time typing indicators, and unread counts. Built on the same unified conversation infrastructure as customer messaging, so the experience is consistent and reliable. Coordinate on escalations, share context on tricky tickets, or run team standups without leaving the platform.
Contacts are created automatically from any source: chat widget, authenticated widget, email, web form, API, webhook, import, or manual entry. Attach custom fields, merge duplicate records, and view full interaction history across every channel. JWT-based identity authentication verifies known users. Soft deletes preserve data for compliance and audit requirements.
Agent Performance, Team Summary, Queue Analytics, SLA Compliance, Conversation Volume, and CSAT Summary reports. Track conversations started, resolved, abandoned, and transferred. Measure response times, queue depth, agent utilization, SLA breach percentages, and customer satisfaction scores. Data rolls up hourly, daily, and monthly for trend analysis and capacity planning.
AES-256-GCM message encryption at rest with per-tenant encryption keys and a master key hierarchy. SSO via OIDC and SAML 2.0 with PKCE support and domain-based IdP auto-detection through DNS TXT records. Just-in-time user provisioning with role mapping. Permission-based access control using resource:action pairs across 6 roles. GDPR-ready with data export and right-to-deletion support, audit logging, and soft deletes for compliance.
Customer support is a team sport. RapiDesq gives your agents real-time internal chat with @mentions and typing indicators, internal notes on tickets that customers never see, and role-based views from System Admin down to Agent so everyone sees exactly what they need.
Quick 1-to-1 conversations between agents, supervisors, and admins. Real-time typing indicators show when someone is responding. Unread counts ensure nothing is missed. Use it to escalate tricky issues, share context on a customer, or get a quick answer from a subject-matter expert.
Create group chats for teams, projects, or escalation channels. @mention specific people to pull them into a discussion. Unread counts and typing indicators keep everyone in sync. Built on the same unified conversation infrastructure as customer messaging, so delivery is instant and reliable.