Obsera
Unified inbox and team workflows
Every customer conversation — website live chat, WhatsApp, Instagram, Facebook, Messenger, Telegram, TikTok, email and Google reviews — in one workspace, routed automatically to the right person, with AI doing the routine work. The aim is simple: the fastest possible answer with the fewest possible clicks.
Features
Inbox
- Messages and comments from every connected channel
- Shared team inbox
- Full conversation history per customer
- Filters, tags and statuses
Automatic assignment
- Routing by channel, team, language or topic
- Workload balancing between agents
- Priority rules for urgent conversations
- Reassignment when an agent is away
Team workflows
- Teams and roles
- Internal notes and colleague mentions
- Open, pending and closed statuses
- Escalation to a supervisor
AI and humans together
- AI agent answers routine questions
- Handoff to an operator in one step
- Reply suggestions for agents
- Conversation summaries
How a conversation flows
Arrives
A message lands in the inbox from any channel, already tagged with channel, language and intent.
AI first
The AI agent answers if the question is covered by your knowledge base.
Assigned
Otherwise it is assigned automatically to the right team and the least-busy agent.
Resolved and measured
The agent replies, closes the conversation, and response and resolution times appear in reports.