Communication
SoCom
Your Command Center for Customer Chat and Voice
SoCom is your command center for customer chat and voice, with AI that speeds replies and a human team that stays in charge.
Overview
SoCom is a customer communication hub for chat, voice, and AI, built for your team. Think of it as WhatsApp Web for your support and sales team, but not limited to WhatsApp. Your team works from one professional inbox that brings together WhatsApp, Instagram, Facebook, Messenger, website chat, and phone, with smart AI that can answer first and hand off to a human when needed.
Who it's for
Brands & growing businesses
You already talk to customers on WhatsApp and social media, and need one desk instead of five apps.
Support & sales teams
Agents need shared queues, assignment, SLAs, and quality reporting.
Contact-center style operations
Supervisors need visibility, roles, and live call coaching.
Agencies & system integrators
You deliver a fully branded inbox to each client.
The problem it solves
Scattered messages
Messages across WhatsApp Business, Instagram DMs, Facebook, and the website become one inbox: same customer, same team, every channel.
Slow or uneven replies
After-hours silence is solved by AI that can respond first, with a human taking over anytime.
No operational visibility
Managers who can't see volume, speed, or quality get analytics, SLA targets, CSAT, and activity history.
Calls without chat context
Calls move out of a separate phone app into the same desk as chat, with coaching and history.
No store or CRM access
Agents asking "What's the order status?" can connect stores and CRM so agents and AI look up live details while chatting.
How it helps
Faster first response
AI covers common questions day and night; people handle exceptions.
One customer story
History across channels in one place.
Fair workload
Route chats and calls to available agents; assign or transfer when needed.
Consistent answers
Canned replies and AI tone tools keep the brand voice steady.
Measurable service
Response times, resolve times, satisfaction scores, and an audit trail.
Modules
Omnichannel Inbox
A familiar, WhatsApp-style desk where agents read and reply from connected channels. WhatsApp, Instagram, Facebook, Messenger, and website chat in one place, with live updates as messages arrive. Search chats and messages; filter open, mine, unassigned, AI, closed, and more.
AI Assistant
AI helps first, and knows when to step aside. Auto-reply on channels you enable, with escalation to a human on keywords or when the customer asks for a person. Suggests replies, rewrites tone, and summarizes long threads. Agents can Stop AI or Continue AI on any conversation.
Agents & Routing
Build a real team, not a shared phone. Agent profiles with skills, max open chats, and shifts. Online, away, and offline presence. Automatic load balancing to available agents, plus manual assign and transfer between teammates.
Roles & Permissions
Control who can see and change what. Roles such as admin, supervisor, agent, and viewer, with fine-grained permissions for inbox, channels, settings, calls, and audit.
Channels & Connections
Connect WhatsApp, Instagram, Facebook, and Messenger, plus an embeddable website chat widget. Cloud telephone and SIP / IP desk phones for voice. Secure storage of connection credentials.
Branding
Customize app name, logos (light/dark), and favicon. Theme colors for light and dark mode. Login and desk experience matched to your identity.
Canned Replies
Reusable message templates for speed and consistency. Title and body library, with variables for personalization.
Voice Calling
Two-way audio from the agent desk with softphone controls: mute, hold, DTMF keypad, hang up. Inbound and outbound calls linked to the customer conversation. Transfer, call notes, recording, queues, and manager listen, whisper, and barge. WhatsApp calling, cloud phone numbers, and SIP / IP phones.
Analytics & SLA
Volume, channels, team activity, and quality views. First-response and resolve time targets. Date ranges for weekly, monthly, or custom reporting.
CSAT & Quality
Customer satisfaction after resolve, with a public survey link option. Activity and audit log of important actions.
Customer 360
Contact details and conversation history across channels, with context in a sidebar while chatting or on a call.
Commerce & CRM Connections
Connect stores (Shopify, WooCommerce) and CRM (HubSpot). Look up products, inventory, and order status while chatting. AI uses live data to answer "Where is my order?" style questions when connected.
Settings & Operations
Business hours to pause AI or auto-message outside hours. Notifications for new messages. Health overview for day-to-day operations. Webhook delivery visibility for connected channels.
AI on Calls
Transcription of recorded calls. Automatic call summary. Sentiment and intent analysis for coaching and quality.
Use cases
Customer Support
A shopper messages on WhatsApp about delivery. AI answers from your knowledge and live order data when the store is connected. If they ask for a person or the issue is sensitive, the chat moves to an agent with full history. After resolve, you collect CSAT and track SLA.
Sales & Commerce
A prospect asks about a product on WhatsApp or Instagram. Agents or AI share details and stock. Order questions are answered from the connected store. Everything stays in one thread for follow-up.
Social Care
Instagram and Facebook messages land in the same queue as WhatsApp. One team, one process, no missed DMs in a personal app.
Website Live Chat
The website widget opens a conversation in the same inbox. Visitors don't leave your site; agents don't leave SoCom.
Supervised Contact Center
Agents take calls from the desk: WhatsApp, cloud phone, or IP phone. Managers join live calls to listen, whisper guidance to the agent only, or barge into the conversation. Notes, recording, history, and AI summaries support coaching and compliance.
Agencies Serving Multiple Clients
Deploy a dedicated instance per client brand. Each client sees only their own logo, colors, and name, so you deliver a finished communication desk rather than a shared generic tool.
Why SoCom
All conversations in one desk
Social, website, and voice in one place for the whole customer story.
AI that knows when to hand off
Speed without losing the human touch.
Built for teams
Routing, roles, SLA, CSAT, audit, and supervisor coaching, not a personal WhatsApp phone.
Ready for commerce
Connect the store and CRM agents already need.
Customizable to your identity
Logos, colors, and naming that fit your organization.
Important details
Human plus AI together
Not a bot that traps customers. Agents stop or resume AI anytime.
Real-time collaboration
New messages appear live, and the desk warns when another agent is already viewing the same chat.
Media that works
Customers send images and files, and agents reply with attachments.
Find anything fast
Search conversations and message text.
Export for records
Download conversation history when compliance or disputes require it.
Business hours
Control AI and auto-replies when the team is offline.
Access control and accountability
Roles, permissions, and an activity log of what changed.
Voice with coaching
Softphone, queues, recording, and supervisor listen, whisper, and barge in the same product as chat.
Commerce in the conversation
Store and CRM context without leaving the desk.
Frequently asked questions
WhatsApp, Instagram, Facebook, Messenger, website chat, and phone (WhatsApp calling, cloud telephone, and SIP / IP phones).
Get started with SoCom
Book a demo to see the inbox, AI handoff, voice, and customization live, or request a dedicated deployment for agencies and businesses that want their own instance.
Request a demo
