Introduction

SI Desk is a customer support desk. Customers write to you through a chat on your website or by email, and your team answers them from one shared inbox. An optional AI assistant answers first, using your documentation, and passes conversations to your team when a person should help.

What it includes

• Inbox: every conversation in one place, with assignment, status, labels, notes and saved replies. See Views, assignment and status.
• Chat and email: a chat widget for your website, and email in both directions. See Website widget and Email.
• AI assistant: answers from your documentation and hands off when it should. See How the assistant works.
• Customer context: each customer's recent activity on your website, recordings, account and billing, next to the conversation.
• Reports: response times, assistant results and conversation quality. See Performance and digests.

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