Everything you need to set up, configure, and get the most out of the RapiDesq AI-powered contact center platform.
These guides cover setup and configuration of RapiDesq — an AI-powered contact center platform for customer support teams that unifies live chat, email, and web forms with an AI bot, smart routing, supervisor dashboards, file attachments, and multi-region data residency. If you're new to RapiDesq, start with About RapiDesq or the FAQ.
Configure the chat widget with deep customization: position, colors, dark mode, pre-chat forms, file uploads, auto-open delays, identity authentication, domain restrictions, and conversation flow assignment.
Connect Gmail or Outlook with secure authorization and real-time push notifications. Encrypted credentials, automatic renewal, threaded conversations, delivery tracking, and team or flow routing.
Build contact forms with text, email, phone, long-form text, dropdown, and numeric fields. Set validation patterns, help text, and field ordering. Map submissions to ticket fields and route to teams or conversation flows.
Create and configure AI bots for customer support. Write instructions, scope to knowledge base collections, set topic restrictions and guardrails, define escalation conditions, and run multiple bots for different teams or use cases.
Upload, organize, and maintain the content your AI bots and agents rely on. Collections, direct authoring, file upload, bulk import, API sync, scoping content to specific bots, and quality review workflows.
Master the visual flow builder: send messages, ask questions, collect structured data, run AI bot conversations, branch on conditions, check business hours, call external systems, analyze with AI, generate ticket descriptions, and route to teams.
How AI usage is metered in credits, included allotment per plan, one-month rollover of unused credits, top-up purchases, auto-refill with a monthly cap, depletion behavior, and the real-time usage dashboard.
Create teams with five agent selection strategies and four ticket queue strategies. Configure custom ticket prefixes, capacity limits, agent statuses with custom labels, permission sets, and business hour schedules.
Permission-based authorization model with built-in roles and custom permission sets. Grant fine-grained capabilities without changing roles, scope access by team, and follow least-privilege patterns.
Manage tickets through a clear lifecycle with four priority levels. Configure custom fields, tags, and team-specific ID prefixes. Leverage AI sentiment analysis, key point extraction, urgency scoring, first response tracking, and internal notes.
Contacts auto-created from every source with email-based deduplication. Merge duplicates with full history transfer, add custom fields, verify identities with signed tokens, and view unified interaction history across all channels.
Define custom fields on tickets and contacts with six field types (text, number, dropdown, date, checkbox, URL). Populate from web forms, conversation flows, API, or manual entry. Search, filter, route, and report on any custom field.
Create schedules with day-of-week time ranges and holiday exceptions. Apply schedules to teams, chat widgets, and web forms. Use schedule condition nodes in flows for differentiated in-hours vs. after-hours customer experiences.
Real-time multi-team view of queue depth, agent availability, active bot conversations, and pending offers. Drill-down, reassignment, takeover, and routing adjustments from one place with live updates.
Six built-in reports (Agent Performance, Team Summary, Queue Analytics, SLA Compliance, Conversation Volume, CSAT Summary) plus AI analytics, custom dashboards, breakdowns by any field, exports, and scheduled reports.
Upload files in chat, email, tickets, team chat, and the knowledge base. Automatic virus scanning, per-tenant storage isolation, bring-your-own-storage for enterprise, clipboard paste and drag-drop support.
Customer satisfaction surveys across every channel with configurable rating scales, comment collection, follow-up workflows for negative feedback, and reporting rolled up per agent, team, channel, or custom field.
Configure OIDC with PKCE support or SAML 2.0. Set up domain-based auto-detection with DNS verification, role mapping from IdP groups to RapiDesq permissions, and just-in-time user provisioning.
Configure retention policies per data type, apply legal holds, and fulfill GDPR data subject rights (access, portability, erasure, rectification). Multi-region data residency and sub-processor transparency.
Append-only record of every significant action: configuration changes, user management, permission changes, data access, legal hold applications. Viewing, filtering, exporting, and compliance use cases.