Softtop gives customer support teams a single platform for handling voice, SMS, web chat, WhatsApp, Instagram, Facebook Messenger, and email from one shared inbox with full cross-channel conversation history. Agents always see what the customer said on a different channel before this interaction, eliminating the frustration of customers repeating themselves and reducing average handle time on every contact.
Skills-based routing directs each contact to the most qualified available agent based on issue type, language, customer tier, or previous agent relationship. The AI Receptionist handles Tier-0 contacts autonomously — answering common questions, confirming account status, and routing complex issues to the appropriate human agent with a full context handoff. Deflection rate and CSAT scores for AI-handled contacts are tracked separately so managers measure the AI's contribution precisely.
AI Sentiment Analysis monitors tone on every interaction in real time. When customer satisfaction drops, supervisors receive an instant alert and can intervene via whisper coaching or barge into the call. After the interaction, the AI call summary captures the issue raised, resolution provided, and any open items for follow-up, logging everything to the CRM ticket or contact record automatically.
Call recording with keyword search makes QA at scale practical. Supervisors search thousands of recordings by keyword, sentiment score, or agent and play back flagged moments directly from the dashboard without listening to full recordings. Coaching workflows integrate recording playback with AI Supervisor Assist so managers can debrief agents immediately after high-risk interactions. Softtop support team plans include per-seat pricing with no per-channel fees for the standard supported channel set.