Everything your customer support team needs to deliver fast, organized, and personal service — all in one AI-powered contact center platform.
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.
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, agent 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 agents know they're talking to a real, authenticated user.
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.
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.
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.
Upload your documentation, policies, product guides, and internal runbooks to give your AI bots — and your agents — 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.
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.
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.
RapiDesq combines five agent selection strategies with four ticket queue strategies so the right work reaches the right person. Agent 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 agents. When queues fill up or hours end, overflow rules take over — trigger a specific flow, route to a fallback team, or present alternatives so no conversation ever falls through the cracks.
Supervisors see queue depth, agent 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 pending chat offers, customers waiting in the queue, active conversations in progress, and what the AI bot is currently handling. When something needs intervention, supervisors can reassign conversations, step in directly, or adjust routing on the fly.
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.
Built on the same real-time infrastructure that powers customer messaging, internal team chat gives your agents a communication tool that lives right where they work. There's no need for a separate messaging app — agents 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.
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.
Six built-in report types cover the metrics that matter for running a support operation: agent performance, team summary, queue analytics, SLA compliance, conversation volume, and customer satisfaction. Data is rolled up hourly, daily, and monthly so reports load quickly whether you're reviewing yesterday or the past quarter. Custom dashboards let supervisors save the views they use most with persistent filters. AI analytics break down bot resolution rates, credit usage by feature, topic performance, and return on investment so you can see whether automation is actually delivering.
Access control is permission-based, not role-based — permissions are what gate access, and roles are a convenient way to group them. Six role levels (System Admin, Tenant Owner, Tenant Admin, Supervisor, Agent, 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.
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.
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 agent 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 agent workspace uncluttered while giving the people your team supports a direct line to help.