RapiDesq Features

Everything your customer support team needs to deliver fast, organized, and personal service — all in one platform, from the first message to the finished work.

Omnichannel Inbox

Every conversation from every channel lands in one unified inbox. Whether a customer reaches out through live chat, sends an email, or submits a web form, your agents see it in the same view with the same tools. Each conversation is automatically created as a ticket and tracked through a clear lifecycle from new through resolved. AI-powered sentiment analysis tags every conversation as positive, neutral, or negative so your team can spot frustrated customers at a glance, while urgency scoring helps agents prioritize the conversations that need attention first.

  • Single view for chat, email, and web form conversations with real-time updates as messages arrive
  • Custom ticket ID prefixes per team — give support tickets IDs like "SUP-1234" and billing tickets "BIL-5678" for instant recognition
  • AI sentiment analysis and urgency scoring on every conversation to surface what matters most
  • Tags and custom fields for organizing conversations however your team works

Embeddable Chat Widget

Add a fully branded live chat experience to any website with a single snippet. The widget is deeply customizable so it feels native to your site, not bolted on. Choose where it appears, set your brand color, enable dark mode, and control behaviors like auto-open delay, typing indicators, user avatar display, file uploads, and the emoji picker. Set a conversation reopen window so returning visitors pick up where they left off. For logged-in customers, identity authentication verifies who they are before the first message so users know they're talking to a real, authenticated user.

  • Pre-chat forms collect a visitor's name, email, and phone before the conversation starts — each field independently optional or required
  • Domain restrictions prevent unauthorized embedding — the widget only loads on the domains you approve
  • Business hours awareness with configurable offline messages — visitors see when your team is available and get a custom message when they're not
  • Assign a conversation flow to handle the initial interaction automatically — swap flows without changing embed code

Email Integration

Connect Gmail or Microsoft 365 mailboxes securely — no app passwords, no credentials stored in plain text. Tokens are encrypted and automatically renewed so your connection never silently drops. Inbound emails arrive in real time through push notifications. When an email arrives, RapiDesq creates a ticket, matches or creates the contact, and maintains threaded conversations so replies stay grouped correctly.

  • Delivery status tracking per message so you always know if the customer received your reply
  • Route inbound emails directly to specific teams or through conversation flows for automated triage
  • Automatic contact matching and creation — new senders become contacts, returning senders are linked to their existing record
  • Connection health monitoring so integration issues surface before they become outages

Web Forms

Build structured intake forms for your website that create tickets automatically when submitted. Web forms use the same flexible field system as the chat widget — six field types so your team manages one consistent set of building blocks. Each field supports required/optional toggling, validation patterns, placeholder text, help text, and display ordering. Fields are organized into categories — core, e-commerce, B2B, support, and custom — so you can quickly assemble forms for different use cases.

  • Submissions create tickets with full field mapping — every answer is captured and attached to the ticket record
  • Route form submissions to specific teams or through conversation flows for automated handling
  • Domain restrictions and dark mode support — forms embed securely and match your site's look
  • Business hours awareness with a configurable offline message when your team is unavailable

Fully Configurable AI Customer Bots

RapiDesq's AI bots handle real multi-turn conversations with your customers, grounded in your knowledge base and bounded by guardrails you control. Each bot resolves straightforward requests end-to-end, asks follow-up questions when it needs more context, and hands off to a human with full conversation context when escalation is the right move. Unlike scripted flows, bots can reason about what a customer is asking and respond appropriately — and unlike generic LLM deployments, they stay on topic, protect customer data, and cite their sources.

Every aspect of each bot is under your control: you configure the instructions, knowledge base scope, topic restrictions, escalation conditions, tone, and guardrails. Run different bots for different teams, widgets, or use cases — a billing support bot with one configuration, a technical support bot with another, an onboarding bot for new users with a third. Not a black box. Not a one-size-fits-all assistant.

  • Fully configurable per bot — set the instructions, knowledge base scope, topic restrictions, escalation conditions, tone, and guardrails for each bot independently
  • Knowledge-grounded answers — each bot searches your uploaded documentation and grounds every response in your content, citing sources so customers can verify
  • Built-in guardrails — topic restrictions keep each bot on-brand, personal information is masked before it reaches the model, and prompt injection attempts are detected and blocked
  • Multiple bots per tenant — run separate configurations for different teams, widgets, languages, or use cases without duplicating your whole setup
  • Seamless human handoff — when escalation happens, the user sees the full conversation plus a summary of what the bot tried and why it handed off
  • Clear AI disclosure — customers always know when they're talking to a bot, with a visible, non-removable badge on every automated message
  • Multi-provider resilience — RapiDesq runs on multiple AI providers with automatic failover, so bot conversations keep working even when one provider has an outage
  • Transparent credit-based usage — AI runs on credits you can see and control, with included credits per plan, top-up purchases, and auto-refill with a monthly cap you set
  • One-month credit rollover — unlike most AI-enabled contact center platforms where unused capacity resets at the end of each billing cycle, unused RapiDesq credits carry forward one month so a quiet month earns a buffer for the next

Knowledge Base

Upload your documentation, policies, product guides, and internal runbooks to give your AI bots — and your users — a single source of truth. The knowledge base supports text documents, PDFs, and other common formats, organized into collections you control. Different bots can be scoped to different collections, so a billing bot only searches billing docs and a technical support bot only searches technical docs. Agents can browse the same articles from their workspace when they need a quick reference. Update a document once and every future conversation benefits from the correction.

  • Upload documentation in common formats — organize into collections for different topics, products, or teams
  • Crawl your public website or help center — point the knowledge base at a URL and it indexes the pages for you, re-syncs on demand, and can reach sites behind a WAF or Cloudflare Access with token-based access
  • Bot responses cite the source articles they're based on, so customers can verify and users can audit
  • Quality feedback loops — thumbs up and thumbs down on bot responses surface content gaps so you know what to add next
  • Update once, benefit everywhere — correct a policy in the knowledge base and every future conversation reflects the change

Ticket Automation

Automation rules act on tickets for you, in two flavors. An AI lane nominates the statuses it watches and the status it drives toward: when a ticket lands in a watched status, an AI worker claims it, works it with the same governed ticket tools your team and your connected agents use, and advances it — repeatedly, if you want — until it reaches the target. A traditional rule is deterministic and free: a trigger, optional conditions, and an ordered list of actions like assign, tag, prioritize, notify, or advance. Both kinds are built in the same guided wizard, both start from a template gallery, and both state themselves back to you as a plain sentence before you save. Full detail in the Ticket Automation Rules guide.

  • AI lanes bind an AI agent to a set of ticket statuses — sticky carry-through keeps one worker on a ticket across consecutive statuses, and per-carry hop, token, and time budgets cap what any single ticket can cost
  • Traditional rules trigger on ticket created, status changed, field changed, a dwell timer, or a schedule — with AND/OR conditions on priority, type, team, channel, tags, custom fields, and ticket age
  • Automation respects your workflow — a rule that can't satisfy a Definition of Done gate records a visible blocked run instead of advancing, and never fabricates evidence or forces a transition
  • Loop safety you can't switch off — automation doesn't retrigger automation by default, per-rule and per-ticket caps bound runaway behavior, and a tripped breaker pauses automation on that ticket with a note on the timeline
  • A run log on every rule records each execution and every reason a rule didn't act, and a health banner tells you plainly when AI rules are configured but no automation runner is connected
  • AI lane usage is metered in credits and attributed per rule, so you can see which automation is spending; traditional rules call no model and cost nothing

Visual Conversation Flows

Design multi-step conversation automations in a visual drag-and-drop builder. Flows let you greet customers, collect information, make decisions based on their answers, hand off to the AI bot or a live agent, and call external systems — all without writing code. Each flow supports versioning with draft and published states, so you can iterate safely and promote changes when you're ready. Flows attach to chat widgets and web forms and can be swapped without touching embed code, so your automation strategy evolves independently from your website deployments.

  • Messaging and input nodes — send text, ask questions, and present multi-field forms inside the chat itself
  • AI nodes — hand off to an AI bot for free-form dialogue, run AI analysis on conversation content, or generate ticket summaries automatically
  • Logic and routing — conditional branches for if/then decisions, schedule-aware branches that check business hours, route to live users, and store values for later steps
  • Integration nodes — call external systems, update ticket fields, notify users internally, and compose reusable subflows
  • Smart ticket intake and deduplication — search existing tickets and append a new report to a matching one (reopening it if it was closed) instead of spawning a duplicate, with a wizard preset that builds the whole update-or-create flow for you

Ticket Management

Every customer interaction becomes a ticket with a full lifecycle. Tickets move through a clear set of statuses — new, assigned, in progress, waiting, resolved, closed — with four priority levels (low, normal, high, urgent) that work together with AI urgency scoring to keep your queue ordered correctly. Internal notes live in a separate thread that is never visible to customers, so agents can collaborate on a ticket without worrying about what the customer sees. AI analysis extracts key points from conversations and generates ticket summaries automatically, giving agents context without reading entire transcripts.

  • Custom fields for tenant-specific data — add whatever structured information your workflow requires without engineering changes
  • Performance metrics tracked per ticket — first response time, resolution time, closure reason, and who closed it
  • Tags for categorization and filtering — combine with custom fields and priorities for powerful queue views
  • Custom ticket ID prefixes configurable per team for instant visual identification across your organization
  • Incident & outage management — group many customer tickets under one outage, release, or incident umbrella, then resolve once to notify and resolve every affected customer across chat, email, and web form, with live progress and automatic retry of any failures

Configurable Work Boards

Your queue isn't a flat list, so your board shouldn't be either. Build saved, named boards that pull in exactly the teams and ticket types you care about, lay out your own columns, and map each column to whatever set of statuses it should hold. Drag a card between columns to move the ticket through its workflow — and when a move is blocked because a required field or approval is missing, the board asks for everything it needs at once instead of just refusing. It's a full work-management surface for your support and operations teams, built into the same platform that handles the conversations.

  • Saved, shareable boards scoped to any mix of teams and ticket types — one board per team, per workflow, or one unified view across all of them
  • Columns you define, each mapping to a set of statuses — not a fixed to-do / doing / done, but whatever stages your process actually has
  • Drag-to-transition — moving a card changes the ticket's status through your workflow's real transitions, and prompts for any gate the transition requires
  • Configurable tiles — choose exactly what shows on each card, including your own custom fields and estimate points
  • Sort by what matters, with team priority as a first-class ordering — the work from your most important teams rises to the top automatically
  • Shared default boards for the team plus a personal default per user, so everyone lands on the view that fits how they work
A RapiDesq configurable work board with custom columns (To Do, In Progress, Review) mapped to workflow statuses and prioritized ticket cards

Workflows You Design, Gates You Trust

Most helpdesks give you one fixed ticket lifecycle and hope it fits. RapiDesq lets you design your own — per ticket type, per team — with the statuses your process actually has and explicit transitions between them. Every transition can carry a gate: require a field to be filled, an artifact to be attached, a human approval, a distinct reviewer, or a linked ticket of a particular kind before a ticket is allowed to move. Nothing slips to "done" without meeting the bar you set, and the status picker only ever offers the moves that are genuinely allowed from where the ticket is now.

  • Design custom statuses and transitions per ticket type and team — model an incident bridge, a change-approval flow, and a simple support queue side by side
  • Transition gates — required fields, required attachments, human approval, a distinct second reviewer, or a required linked ticket, enforced before a move is allowed
  • A status dropdown driven by the workflow itself — users only see valid next steps, and any unmet requirement is surfaced instead of failing silently
  • One consistent transition core behind every path — the board, the dropdown, and the API all move tickets the same governed way
Configuring a custom RapiDesq ticket workflow — statuses with a Definition of Done and gate, plus the allowed transitions between them

Estimation, Velocity & Planning

When your team's work is more than answering tickets one at a time — when there's a backlog to plan and deliver — you need to size it and forecast it. RapiDesq supports estimation right on the ticket, in whatever scale your team speaks: story points on a Fibonacci scale or t-shirt sizes. Then it turns that into signal: velocity over time and estimate-versus-actual, so planning is grounded in what your team actually delivers rather than a guess.

  • Estimate in the scale your team uses — configurable Fibonacci story points or t-shirt sizing
  • Velocity reporting — see how much your team actually completes over time, not how much it hopes to
  • Estimate-versus-actual — learn where your sizing runs hot or cold and tighten your forecasts each cycle
  • Estimates flow into boards and sorting — size a column at a glance and order work by effort as well as priority
A RapiDesq ticket with a story-point estimate field alongside status and priority

AI That Prioritizes Your Backlog

Deciding what to work on next is its own kind of work. RapiDesq can order a backlog for you two ways: a fast, deterministic pass that respects dependencies — nothing blocked ever sits above the thing blocking it — and an AI prioritizer that weighs urgency, impact, and relationships to propose a sequence. Either way it's a suggestion, not a takeover: you get a review panel to adjust and apply, so the machine does the sorting and you keep the call.

  • Blocking-aware ordering — dependencies are respected automatically, so you never plan to start something that can't move yet
  • AI prioritizer — weighs urgency, impact, and ticket relationships to propose a full backlog order
  • Review, adjust, apply — the suggestion opens in a panel you control; nothing reorders your backlog without your say-so
  • Manual relative ranking too — drag tickets into the exact order you want when you'd rather decide by hand
RapiDesq backlog prioritization — a suggested priority order to review, drag to adjust, and apply, with promotion and demotion indicators

Connected & Open

RapiDesq is built to take a customer from first message to full resolution without leaving the platform — but you're never locked in. Use the pieces you want from us and connect the systems you already run for the rest. Link your tickets to the work your engineers are doing, drive the platform programmatically, and give AI assistants first-class, permission-bounded access — so RapiDesq fits into your stack instead of asking your stack to rearrange around it.

  • GitHub linking — commits and pull requests that reference a ticket key are detected and linked back automatically, so support sees the fix land without asking engineering
  • Native MCP tools — AI assistants and agents can list, create, advance, and relate tickets through the Model Context Protocol, always inside your permission model
  • User-delegated API tokens — issue tokens scoped to your own permissions and no more, with every action attributed and provenance-tagged for a clean audit trail
  • Ticket relationships and dependencies — blocks, relates-to, and release relationships, including custom relation types on Enterprise, settable in the UI or over the API
  • Webhooks and a REST API for the rest — feed custom fields, trigger flows, and sync with the systems you already run

Custom Fields & Custom Data

Every business tracks information that doesn't fit in a standard helpdesk schema — account numbers, subscription tiers, order references, regions, internal IDs, VIP flags. RapiDesq lets you define custom fields on both tickets and contacts, with eight field types (text, email, phone, dropdown, number, text area, checkbox, file) covering almost every shape of structured data a support team needs to capture.

Custom fields aren't just storage — they're first-class citizens of the platform. Every field you define is automatically available for search, filtering, routing rules, and AI context. A custom field is structured data, not a note.

  • Eight field types — text, email, phone, dropdown, number, text area, checkbox, and file — covering almost any structured value a support operation needs to capture
  • Define once, use everywhere — a custom field appears on every relevant ticket or contact, with consistent search, filter, and reporting behavior
  • Populated automatically — map web form fields directly to custom fields, set values from conversation flows, update from your API or webhooks, or back-populate with bulk import so users rarely have to fill them in by hand
  • Search and filter on any custom field — finding "all Enterprise-tier customers with urgent tickets" is a filter, not a manual hunt
  • Route on custom fields — conversation flows can branch on any custom value, so enterprise customers reach the right team and high-priority orders get the right handling
  • Report on any custom field — break down ticket volume, resolution time, SLA compliance, or CSAT by subscription tier, region, product area, or whatever dimension matters to your business
  • AI bots see the context — custom field values on the contact and ticket are available to the AI bot during conversations, so a bot talking to an Enterprise customer behaves differently from one handling a Free-tier user without requiring separate bot configurations

Smart Routing & Queue Overflow

RapiDesq combines five user selection strategies with four ticket queue strategies so the right work reaches the right person. User selection decides who gets the next offer — broadcast to everyone, round robin for even distribution, fewest active for load balancing, longest idle for fairness, or skill match for expertise-based routing. Ticket selection controls queue order — first in first out, priority first, SLA breach urgency, or round robin across contacts so no single customer monopolizes your users. Queue limits, visible queue positions, estimated wait times, and configurable wait messages keep customers informed while they hold.

  • Chat offers with configurable timeout — users see an offer and can accept or decline before it moves to the next candidate
  • Combine user and ticket strategies per team — a billing team might use skill match with priority-first while general support uses fewest active with first-in-first-out
  • Queue management — cap queue size, show customers their position and estimated wait, and offer alternatives after a configurable wait
  • After-hours routing — dedicated schedule-based routing so customers who arrive outside business hours get a tailored experience instead of a generic "we're closed" message
  • SLA-aware routing — tickets approaching their deadline are surfaced before older but less time-sensitive requests

Real-Time Supervisor Dashboard

Supervisors see queue depth, user availability, and active bot conversations across all their teams at a glance. Updates push instantly — no refreshing, no stale data, no guessing whether the numbers are from a minute ago or an hour ago. Drill into any team to see each agent's live status, workload against capacity, and what the AI bot is currently handling, so the person running the floor always knows where attention is needed.

  • Real-time push updates — the dashboard reflects what's happening right now, with no polling delays
  • Multi-team aggregate view — see every team you oversee in one place without tab-hopping
  • Queue metrics — backlog depth, user availability breakdown, and active conversation counts per team so you know where the bottleneck is
  • Bot conversation visibility — see active bot conversations, resolution rate, and which ones are on track to escalate
  • Supervisors are also users — they can pick up conversations when queues need help, without switching roles or logging in elsewhere

File Attachments & Media

Upload and share files everywhere it matters — in chat conversations with customers, email replies, ticket attachments, internal team chat, the knowledge base, and as branding assets like logos and avatars. Every file is scanned for viruses before anyone can download it, so malicious attachments never make it to an agent or customer. Per-tenant storage keeps each organization's files fully isolated from every other tenant. For enterprises with specific compliance or data residency requirements, bring-your-own-storage lets you host files in your own cloud account.

  • File sharing in chat, email, tickets, team chat, knowledge base, and as profile avatars and branding assets
  • Automatic virus scanning — every upload is scanned before it's available for download, and anything suspicious is quarantined
  • Per-tenant isolation — your files are stored in a dedicated bucket, never mixed with another tenant's data
  • Bring your own storage — enterprise tiers can host files in your own cloud account for additional compliance and data residency control
  • Drag-drop and clipboard paste — users can drop files into conversations or paste screenshots directly from the clipboard

Internal Team Chat

Built on the same real-time infrastructure that powers customer messaging, internal team chat gives your users a communication tool that lives right where they work. There's no need for a separate messaging app — users can discuss tickets, ask for help, or coordinate across teams without leaving RapiDesq. Messages are stored in the same unified conversation system as customer interactions, which means the platform's real-time delivery, persistence, and reliability apply equally to internal conversations.

  • One-to-one direct messages and group conversations with participant management for adding or removing members
  • @mentions with notifications so team members are alerted when they're specifically needed in a conversation
  • Typing indicators and per-conversation unread counts for awareness without constant checking
  • File sharing in team chat with the same virus scanning and per-tenant isolation as customer conversations

Contact Management

Contacts are created automatically from every channel — chat widget, authenticated widget, email, web form, API, webhook, import, or manual entry — so your customer database grows naturally as people interact with your team. Each contact supports custom fields for whatever additional data your organization tracks. Email-based deduplication within each tenant prevents the same person from appearing multiple times, and when duplicates do occur, contact merge transfers all conversation history to the surviving record.

  • Automatic creation from every source ensures no customer interaction goes unrecorded
  • Contact merge with full history transfer — all past conversations, tickets, and data move to the surviving record
  • Identity authentication for verified users so users know when a contact has been positively identified
  • Compliance-friendly retention — records are preserved through configurable retention periods and erased on request

Reporting & Analytics

Live dashboards cover the metrics that matter for running a support operation: conversation volume, resolution times, customer satisfaction, active agents, and trends over time — filterable by time range and channel. AI analytics break down bot resolution rates, credit usage by feature, and conversation quality so you can see whether automation is actually delivering.

  • Conversation metrics — started, resolved, abandoned, and transferred counts plus messages in and out
  • Timing metrics — average first response time, average resolution time, and average wait time
  • User utilization, peak and average queue depth, SLA compliance percentage, breach count
  • AI analytics — bot resolution rate, credit usage by feature, topic performance, per-conversation metadata including sentiment and sources
  • CSAT surveys — automatic post-conversation surveys, score tracking across all report types

Enterprise Security

Access control is permission-based, not role-based — permissions are what gate access, and roles are a convenient way to group them. Five role levels (Owner, Admin, Supervisor, User, Internal User) provide a starting point, and permissions can be fine-tuned per user for least-privilege access. Messages are encrypted at rest with AES-256 using per-tenant encryption, so one tenant's data is never decryptable with another tenant's keys. A comprehensive audit log records every significant action. Services communicate over mutual TLS so internal traffic is authenticated and encrypted end-to-end.

  • Permission-based access control — authorization checks validate specific permissions, never role names
  • AES-256 encryption at rest with per-tenant isolation
  • Mutual TLS between services for authenticated, encrypted internal traffic
  • Audit logging captures who did what, to which entity, and what changed
  • SSO via OIDC and SAML on the Enterprise plan, with domain-based identity provider auto-detection and just-in-time user provisioning
  • GDPR support — configurable retention and compliance-friendly deletion on every plan; data export and right-to-erasure tools on Professional and Enterprise; legal holds on Enterprise

Multi-Region Data Residency

Data residency shouldn't be an enterprise-only afterthought. At signup, you choose the region where your tenant lives, and your data — conversations, tickets, contacts, files, audit logs — stays there. A global control plane handles the parts that need to be global (signup, billing, system administration) while each regional data plane is fully independent. That means data sovereignty compliance is a configuration choice, not a migration project, and adding new regions is a configuration change rather than an architecture overhaul.

  • Choose your region at signup — your data stays in that region for its entire lifetime
  • Independent regional data planes — a region's data never crosses a border without explicit authorization
  • Single global login experience — one account, region-aware routing, no information leakage about where other tenants live
  • GDPR-ready by design — data subject rights, cross-border transfer controls, and per-region retention policies

Employee Portal for Internal Support

The employee portal gives internal users — employees, contractors, or anyone with the internal user role — a focused interface for submitting and tracking their own support requests without needing access to the full user workspace. This makes RapiDesq usable as an internal IT helpdesk, HR request tracker, or facilities support system alongside its primary use as a customer-facing contact center. Internal users log in with permissions scoped to their own tickets and conversations. They can submit new tickets, check the status of existing ones, participate in internal team chat, and access dashboards if configured by an administrator. This keeps the user workspace uncluttered while giving the people your team supports a direct line to help.

  • Self-service ticket submission and real-time status tracking without user workspace access
  • Internal team chat access so portal users can communicate directly with support staff
  • Permission-scoped access — internal users only see their own data and any dashboards an administrator explicitly shares

AI-Operable Tickets — Connect Your Own Agents

RapiDesq isn't just a place your team works — it's a place your AI agents can work too. Connect an AI agent — Claude Code, your own in-house agent, or an RPA bot — to read and act on your tickets through a governed catalog of tools over the open Model Context Protocol (MCP). Each agent authenticates with a scoped, revocable token bound to a machine-worker identity, sees only the tools it's allowed to use, and is held to the same rules of done as your people. The platform owns what work exists, which tools an agent may call, the rules of done, and an immutable record of every action; the agent supplies the intelligence. Build your AI workforce on your work platform — with clearly defined access and clear rules of done. Available on the Professional plan and above.

  • Scoped, revocable user tokens with persona presets — read-only, triage, or full worker — so every user gets least-privilege access by default
  • A governed tool catalog — read, write, and state-changing actions — where each token sees only the tools it may call
  • Workflow Definition-of-Done gates that both guide the user and block a transition until its evidence is met — with separation of duties enforced by the platform
  • Safety rails always on — dry-run mode, idempotent retries, a human-approval queue for high-impact steps, and a full audit of every tool call
  • Ordinary authenticated API usage — no AI credits, because the platform runs no model on the agent's behalf. Read the AI Agent Integration guide

Ready to Transform Your Support?

All these features, one platform. RapiDesq is built for teams that care about great customer experiences.

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