RapiDesq is a modern contact center platform for customer support teams. It unifies live chat, email, and web forms into one workspace with fully configurable AI bots that handle real conversations against your knowledge base, a visual flow builder for automation, smart routing across your teams, a real-time supervisor dashboard, and multi-region data residency. Built for teams that want real capability, not another toy.
An AI-powered contact center platform for customer support teams — what most people call a helpdesk, customer service platform, or contact center, but rebuilt from the ground up around AI that actually resolves conversations instead of just routing them.
An AI-powered contact center platform: chat widget, email integration, web forms, ticketing, routing, reporting, supervisor dashboard, knowledge base, file attachments, and fully configurable AI bots — all in one workspace. The same category as Zendesk, Intercom, Freshdesk, or Help Scout, but unified from day one and built around AI.
Customer support teams at B2B SaaS companies, e-commerce shops, and service businesses. Works for solo founders handling support themselves, small teams running duct-taped stacks, and growing organizations ready to consolidate multiple tools into one.
Scattered support tools (Intercom for chat, Gmail for email, Google Forms for intake, Slack for internal coordination). Slow triage. AI add-ons with hidden usage bills. Enterprise-only data residency. RapiDesq consolidates all of it with transparent credit-based AI pricing.
Unified from day one (not channel bolt-ons). Configurable AI bots that resolve against your knowledge base (not glorified FAQ matchers). Transparent credit-based AI pricing (not hidden surprise bills). Multi-region data residency built in (not an enterprise-only add-on). Real-time push updates for supervisors (not stale polling dashboards).
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 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. Agents 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.
Most contact center AI is a glorified FAQ matcher. RapiDesq gives you fully configurable AI bots that read your knowledge base, hold real multi-turn conversations, and hand off to humans with full context when they can't help — so your team only handles what actually needs them.
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 agent 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.
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 an agent using the strategy you chose — even distribution, fewest active conversations, longest idle, skill match, or broadcast to everyone. Agents 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 agent 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, agent 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. 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 agents 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, agent 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.