Softtop AI Omnichannel Contact Center routes every customer contact — voice, SMS, web chat, WhatsApp Business, Instagram DMs, Facebook Messenger, Telegram, and email — through a single AI-powered queue with unified routing logic and shared customer history across all channels. Agents handle every channel type from one workspace, and supervisors manage every queue from one real-time dashboard.
Skills-based routing assigns each contact to the agent best qualified to resolve it based on channel type, customer tier, issue category, and prior interaction history. Contacts escalate between channels — a chat that becomes a voice call, or a voice call that generates an SMS follow-up — without losing conversation history or requiring the customer to re-explain their situation to a new agent.
AI triage automatically categorizes every inbound contact by intent, urgency, and sentiment before routing. High-urgency contacts and contacts with negative sentiment scores jump the queue and route to senior agents automatically. The AI Receptionist handles routine Tier-0 contacts autonomously across chat, voice, and social channels, deflecting a meaningful share of contact volume before it reaches a human agent.
Full interaction history across all channels is stored on the customer record and accessible from the agent workspace and CRM. AI summaries of multi-channel conversations consolidate the key points from every touchpoint into a single summary viewable on one screen. The REST API supports custom channel integrations, custom routing extensions, and real-time event webhooks for external reporting systems. Softtop AI Omnichannel Contact Center is available on enterprise and advanced contact center plans.