Omni-Channel Support Desk
Seamlessly manage all customer conversations—from WhatsApp to Email—in one intelligent, collaborative workspace.
Eliminate Silos with a True Unified Inbox
OrelFlow transforms customer communication complexity into streamlined simplicity. Our proprietary platform pulls every interaction—be it a high-priority WhatsApp message, a traditional support email, or a Facebook comment—into a single, clean interface. Say goodbye to jumping between dashboards and hello to a centralized view of your customer journey. This unification ensures you achieve the gold standard of customer support: a consistent experience with zero missed messages.
Our platform supports all major conversational channels, ensuring your brand is where your customers are. By integrating the WhatsApp Business Platform (API), Facebook Messenger, Instagram, Email, Telegram, LINE, TikTok, and WebChat, OrelFlow provides the only inbox your team will ever need. This comprehensive channel coverage is backed by our status as a trusted Meta Business Partner and WhatsApp Business API Partner.
With all conversations synchronized in real-time, your agents have the full customer history instantly available, regardless of which channel the customer used last. This efficiency boosts agent productivity by minimizing context switching and dramatically improves Customer Satisfaction (CSAT) rates by delivering faster, more informed responses.
Elevate Team Performance with Enterprise Tools
OrelFlow is designed for teams that prioritize efficiency and collaboration. Our platform features real-time synchronization, allowing multiple agents to seamlessly manage high-volume channels like WhatsApp. This shared, centralized workload dramatically reduces response times and ensures every inquiry is handled by the right expert. Critical to maintaining organization and security, we provide Role-Based Access Control. Assign specific permissions to agents, managers, and admins, ensuring data integrity while optimizing workflow. Coupled with our Intelligent Auto-Routing feature, incoming messages are instantly triaged and assigned based on language, channel, or complexity, minimizing internal friction and maximizing first-contact resolution. For complex issues, our Agent Handoff & Pipelines feature allows for smooth transitions from a chatbot to a live agent, or between team members. Agents can utilize internal notes and @mentions within the chat thread to collaborate instantly, eliminating the need for external tools and ensuring customers receive expert support without delay.
Future-Proof Your Support with AI-Powered Intelligence
Revolutionize your support desk by integrating the power of Generative AI directly into your operations. OrelFlow’s AI-Powered Automation allows you to deploy sophisticated, intelligent chatbots leveraging industry-leading models like OpenAI, Claude, and Gemini. These AI Agents can automate responses, qualify leads, and handle up to 80% of routine inquiries while maintaining human-like conversational quality.
Our Visual Flow Builder is a no-code drag-and-drop interface, empowering your teams to design and deploy complex automation workflows and customer journeys without requiring IT support. Even better, the revolutionary AI Flow Assistant can generate entire workflows from a simple text prompt, acting as your expert builder to instantly deploy solutions like “Lead Qualification” or “CSAT Survey” bots in seconds.
For enterprise peace of mind, OrelFlow provides Bank-Level Security with end-to-end encryption. As a trusted platform, we uphold strict compliance standards and robust data protection policies. This commitment to security means you can focus on building customer relationships knowing your communication infrastructure is protected and compliant.
Features of the OrelFlow Support Desk
Feature Title Description Centralized Multi-User Access Manage all channels (WhatsApp, Email, Telegram, etc.) with multiple agents simultaneously in a real-time environment, ensuring no message is lost and team workload is balanced. Intelligent Auto-Routing Automatically assign incoming messages to the correct department, team, or specialized agent based on channel, keywords, or the customer’s pipeline stage. Real-Time Team Collaboration Agents can resolve complex issues faster using internal notes, @mentions, and seamless Agent Handoff features directly within the customer’s chat thread.Integrated Social Listening Monitor and directly respond to comments, mentions, and Direct Messages from platforms like Facebook and Instagram right inside the unified inbox. AI-Powered Triage & Translation Utilize built-in AI (Gemini/OpenAI) to instantly categorize, prioritize, and translate conversations in real-time, enabling 24/7 global support. Advanced Performance Analytics Gain comprehensive insights into operational efficiency by tracking key metrics like First Response Time (FRT), Resolution Rate, and Agent Workload across all channels. Email-to-Chat Transformation Automatically convert incoming support emails into dynamic, collaborative chat threads within the unified inbox for faster, more modern ticket handling. Proactive Broadcast Campaigns Execute high-volume, personalized outbound messaging (broadcast) across approved channels like WhatsApp, targeting segmented audiences for retargeting and promotions.
