Everything you need to set up, configure, and get the most out of the RapiDesq contact center platform that carries the work through.
These guides cover setup and configuration of RapiDesq — a contact center platform that starts at customer contact and carries the work through, unifying 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.
Connect an AI agent — Claude Code, your own agent, or an RPA bot — to read and act on tickets through a governed set of tools over MCP. Issue scoped, revocable agent tokens, configure workflow Definition-of-Done gates, and audit every action.
Automate ticket work two ways: AI lanes, where an AI worker carries a ticket from one status toward another, and traditional rules that apply fixed actions on a trigger. Templates, conditions, budgets, a run log for every execution, and built-in loop safety.
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 user selection strategies and four ticket queue strategies. Configure custom ticket prefixes, capacity limits, user statuses with custom labels, permission sets, and business hour schedules.
Build a skill catalog by category, give each user their skills and a 1–5 proficiency, and write rules that decide which tickets require which skill. Mandatory requirements hold a ticket in the queue rather than handing it to someone unqualified.
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 — text, email, phone, dropdown, number, text area, checkbox, and file types with validation and conditional display rules. Populate from web forms, conversation flows, or manual entry.
A tenant-wide tag library for categorizing and filtering tickets. Create color-coded tags, track usage, merge duplicates, and apply tags manually or automatically from conversation flows.
Canned responses users insert with a slash command or from the composer. Scope replies account-wide or to a specific team, and control the order they appear in.
Create timezone-aware schedules with day-of-week time windows. Attach schedules to teams and use schedule condition steps in conversation flows for differentiated in-hours vs. after-hours experiences.
Real-time multi-team visibility: queue depth, user availability and capacity, live status per user, and bot conversation activity — organized into Overview, Agents, Queues, and Bot views with per-team drill-down.
Live operational dashboards with metric widgets — conversation volume, resolution times, customer satisfaction, active users — filterable by time range and channel.
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 user, 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.