Call Center Solutions

Call Center Software for a Faster, Smarter Contact Center

Centralize customer conversations, automate Tier-1 support, route requests intelligently and track SLA performance with MonoChat.

Get Started For Free Chat on WhatsApp

Or start with $150 of credit, enough for a first month of Growth

  • WhatsApp
  • Instagram
  • Facebook
  • TikTok
  • Telegram
  • Web Chat
Acme Support Business account

My order has not arrived yet. Can you check the status?

09:12

Sure. Please share your order number or registered phone number.

09:12

#58213

09:13

Order #58213

In transit · Expected tomorrow

Status checked automatically

Your parcel is on its way and should arrive tomorrow. Can I help with anything else?

09:13

I would like to talk to an agent about a refund.

09:14

Connecting you to the refunds team. An agent will take over this chat with the full history.

09:14

Built for Real Call Center Workflows

Use MonoChat for the operational moments that directly affect response speed, SLA compliance and customer satisfaction.

  • Omnichannel Support

    Manage customer messages from WhatsApp, Instagram, Facebook, TikTok, Telegram and web chat.

  • AI Tier-1 Resolution

    Automate repetitive questions, order status requests, FAQs, forms and common service flows.

  • Smart Routing

    Route conversations by skill, department, customer type, priority, language or business hours.

  • SLA Management

    Monitor first response, waiting time, escalation risk and overdue conversations in real time.

  • CRM & Ticketing Sync

    Create contacts, update tickets, sync statuses and connect support conversations to your systems.

  • QA & CSAT

    Track customer satisfaction, conversation outcomes, quality signals and agent performance.

Contact Center Use Cases

Start with the workflow that puts the most pressure on your queues, then add the next one.

Unified Agent Inbox

Give agents one screen for every customer conversation

MonoChat centralizes WhatsApp, Instagram, Facebook, TikTok, Telegram and web chat conversations so agents can respond faster with full customer context.

  • Omnichannel inbox
  • Conversation ownership and assignment
  • Tags, notes and internal collaboration

Unified Agent Inbox

All support channels connected

  • WhatsApp Order status request Priority
  • Instagram Return question Open
  • Telegram Account update issue Assigned
  • Web Chat Talk to support Bot handled

AI Tier-1 Automation

Resolve repetitive support requests before they create queues

Use AI and rule-based flows to answer FAQs, collect customer details, guide users through forms and hand off to agents only when human support is needed.

  • FAQ automation
  • Smart forms and data collection
  • Human handoff with conversation history

Customer Question

Where is my order? I have not received an update.

AI Support Assistant

Please share your order number. I can check the latest delivery status and connect you to an agent if needed.

  • Collect
  • Check
  • Reply

Smart Routing & SLA

Route every request to the right team before SLA is at risk

Define skills, teams, priorities, VIP rules, working hours and escalation flows so customer requests move to the right place automatically.

  • Skill-based routing
  • Priority and VIP queues
  • SLA-aware escalation and reassignment

Routing Engine

Intent · Priority · Team · SLA

Detected Request

Refund issue from VIP customer. Priority queue selected. SLA timer started.

The Better Way to Run Support Operations

Modern call centers need one operating layer for conversations, automation, routing, SLA and performance visibility.

The old way

  • Customer messages are split across WhatsApp, social DMs, web chat and internal tools.
  • Agents lose time switching between screens and searching for customer context.
  • Repetitive Tier-1 questions create long queues and slow first response times.
  • Managers lack real-time visibility into SLA risk, team workload and support quality.

The MonoChat way

  • Every customer conversation lands in one shared agent inbox.
  • AI and automation resolve repetitive questions before they reach agents.
  • Smart routing sends each request to the right team, queue or priority lane.
  • Dashboards show SLA status, response time, agent performance, CSAT and QA signals.

Support Journey

From First Message to Resolved Conversation

MonoChat helps support teams reduce waiting time, resolve repetitive requests and keep managers in control of SLA performance.

  1. Customer sends a message

    A customer contacts you from WhatsApp, Instagram, Facebook, TikTok, Telegram or web chat.

  2. AI understands the request

    MonoChat classifies intent, answers simple questions and collects required information.

  3. Smart routing assigns it

    The request goes to the right team, queue or agent based on rules, priority and context.

  4. Performance is measured

    Managers track SLA, response times, outcomes, CSAT and quality signals in dashboards.

Reporting & BI

See SLA Risk, Agent Workload and Support Quality in Real Time

MonoChat gives managers visibility into response speed, SLA compliance, queue health, customer satisfaction and team performance.

  • First Response Time

    Track how fast agents and automation respond across all channels.

  • SLA Compliance

    See queues, escalation risk and overdue conversations before service quality drops.

  • Agent Productivity

    Measure workload, assignments, resolution speed and team performance.

  • Customer Satisfaction

    Collect CSAT, feedback and post-conversation quality signals.

Everything Support Teams Need to Move Faster

MonoChat combines inbox, AI automation, routing, integrations and analytics in one platform for modern call center operations.

  • Unified inbox for WhatsApp, Instagram, Facebook, TikTok, Telegram and web chat
  • AI-powered Tier-1 customer support
  • Rule-based automation and quick replies
  • Skill-based routing and queue management
  • SLA-aware escalation and reassignment
  • Customer profile, tags, notes and conversation history
  • CRM, ticketing, ERP and internal system integrations
  • CSAT, QA and conversation outcome tracking
  • Agent KPIs and BI dashboards

Example conversations

WhatsApp customer service examples for call centers

Three everyday contact center requests handled in chat, from the first message to the fix, with a person stepping in only where one is needed.

  • Reporting an internet outage on WhatsApp

    The assistant checks the line, confirms a known outage in the area and messages the customer when service is back, so the phone queue never fills up.

    Atlas Telecom Business account

    Hi, my internet has been down since 8 this morning.

    08:47

    Incident #INC-2291

    Fibre fault · Park Road area

    Estimated fix: today 13:00

    Sorry about that, James. There is a fibre fault in your area and our engineers are already on site.

    08:47

    Notify me when fixedTalk to an agent

    Notify me when fixed

    08:48

    Done. I will message you here as soon as your line is restored.

    08:48

    Good news: your connection has been back since 12:35. If anything still looks wrong, restart your router or reply here.

    12:36

    All workingStill offline

  • Booking a callback instead of waiting on hold

    A caller who is tired of the phone queue picks a callback slot in Messenger, and the request reaches the right team with the reason already filled in.

    Lumen Insurance Typically replies instantly

    I have been on hold for 20 minutes. Can someone just call me back?

    10:15

    Sorry for the wait. What is the call about?

    10:15

    Policy renewalOpen claimSomething else

    Policy renewal

    10:16

    Thanks. These callback times are free today:

    10:16

    11:00–11:3014:00–14:3016:30–17:00

    14:00–14:30

    10:16

    Callback booked

    Policy renewal · Today 14:00–14:30

    Agent: Rachel, renewals team

    Rachel from our renewals team will call the number ending in 4471.

    10:17

  • Moving house: transferring a contract in web chat

    A short in-chat form collects the new address, the move date and a meter photo, and the request is saved to the CRM without an agent retyping anything.

    Nova Energy Typically replies in minutes

    I am moving next month. How do I move my electricity contract?

    19:02

    Move-home request

    New address · Move date · Meter reading

    I can set that up now. Please fill in this short form.

    19:02

    Open form

    Sent. We move to 8 Hill Street on 15 November.

    19:05

    Thank you. Last step: send a photo of your current meter.

    19:05

    Here it is.

    19:07

    Contract transfer scheduled

    8 Hill Street · From 15 November

    Reading saved: 48,215 kWh

    All set. A confirmation email is on its way.

    19:07

FAQ

Frequently Asked Questions

Quick answers to the most common questions.

Can MonoChat manage all support channels in one inbox?

Yes. MonoChat brings WhatsApp, Instagram, Facebook, TikTok, Telegram and web chat conversations into one shared inbox for support teams.

Can MonoChat automate Tier-1 support?

Yes. MonoChat can use AI and rule-based automation to answer FAQs, collect information, guide customers through forms and hand off to agents when needed.

Can MonoChat route conversations to the right team?

Yes. MonoChat supports smart routing based on teams, skills, priorities, working hours, customer type and escalation rules.

Can MonoChat integrate with CRM or ticketing systems?

Yes. MonoChat can connect to CRM, ticketing, ERP and internal systems through APIs and custom workflows.

Can managers monitor SLA and agent performance?

Yes. MonoChat can report first response time, SLA compliance, agent workload, resolution speed, CSAT, QA signals and conversation outcomes.

Keep exploring

First month of Growth on us

Build a High-Performance Call Center

Reduce response times, improve SLA compliance and increase customer satisfaction with omnichannel inbox, smart routing and AI automation.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

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