Artificial intelligence
Chatbots & Omnichannel
WhatsApp, Telegram, Instagram and the website — one conversation history, one answer logic.
- ID
- AI-05
- Rollout stages
- 04
What the client gets
- One conversation history across every channel
- Routine questions closed by the bot
- Escalation to an agent with the full context
- Load and response-time statistics per channel
The business problem
A customer writes on Instagram, moves to WhatsApp, then calls. A different person answers in each channel and nobody sees the earlier thread. The customer explains the same thing a third time, and the company never sees the full history for that customer.
What we build
Every channel feeds one central conversation system. The bot handles routine questions, shows order status and takes bookings; everything else goes to an agent — along with the whole prior thread. Whichever channel the customer writes from, the system recognises them and opens the history.
Rollout stages
- 01
Audit and analysis
We measure how many enquiries come from which channels and which questions repeat.
- 02
Architecture and design
We design the dialogue tree, the escalation rules and the reply templates in three languages.
- 03
Integration
We connect the channels and wire customer recognition to the CRM.
- 04
Full rollout
We launch together with the agent console and move the team onto the new way of working.
Possible integrations
- WhatsApp Business API
- Telegram Bot API
- Instagram Messaging
- Facebook Messenger
- Bitrix24
- amoCRM
Security approach
Retention for personal data in conversations is defined explicitly. What customer data each agent can see is limited by role. Channel provider API keys are held server-side and never reach the browser.
Ongoing support
The share of questions the bot closes is tracked, and unanswered topics are added to the scenarios. When channel APIs change, the integration is updated.
Related services
- AI-04
Voice AI & Contact Centers
A voice operator that answers the call, understands it and writes the outcome into your systems.
- AI-03
AI Agents
A system that acts rather than answers: it checks, writes, hands over and records the outcome.
- SW-04
CRM, ERP and Business Automation
Sales, warehouse, orders, HR and production — in one system rather than separate spreadsheets.
Consultation on this practice
Describe your situation briefly — we will outline the options and the first step.