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. Hi — still waiting on the shipping update from Tuesday. I see the order. Let me pull tracking now. Shared memory across every channel ended the cold-start problem. Customers hop WhatsApp-to-voice and never repeat themselves. Virtual hold with callback saved our SLA during the launch spike. Agents stopped drowning, customers stopped dropping. Yes. Default is one voice plus three concurrent messaging. Configurable per skill and per queue. Do agents see prior messages from other channels? Yes. Shared memory attaches every past interaction to the contact record across every channel and every queue. Yes. Full WhatsApp Business API. Meta conversation fees pass through at cost with no markup. Can we route on intent rather than IVR menus? Yes. AI intent detection skips the menu tree when callers describe what they need in plain language. Virtual hold with callback protects your SLA. Queues overflow to backup teams or the AI Receptionist by rule. CX leaders on AI sentiment, shared memory, and virtual hold. Concurrency, memory, WhatsApp, intent routing and spikes. Run one queue across every channel — this week. WhatsApp Business included · Pass-through Meta fees