Markatel AI multichannel customer service centre
Every conversation, with the right team.
Customer-service inbox bringing together WhatsApp, email, Instagram, web chat and other compatible channels, with shared history.
The conversation, in context
View history, labels and notes together in one inbox.
What you can do
- Gather conversations. Messages from the configured channels in one inbox.
- Assign. Hand a conversation to the right person, with its context.
- Check the history. Review what was said before replying, within authorised access.
How the work flows
An example with fictional data to explain the workflow, not a customer case.
Message
A sample customer asks about a request.
Assignment
A person receives the conversation and its history.
Reply
The team answers on the same channel.
Connections and control
- WhatsApp, email, Instagram and web chat: channels and authorised accounts are agreed.
- It works for human service; connecting AI agents is optional and keeps handover to the team.
- Layered protection: history access and usage rules; with AI, personal-data filters. Detected personal identifiers are masked before the model is consulted.
- It does not require Markatel GPT or a personal assistant. Microsoft Teams belongs to the channel agents, not to this inbox.
Frequently asked questions
Do I need Markatel GPT to use it?
No. It is independent of the internal chat and the personal assistants.
Can my team answer without AI?
Yes. AI is an option, not a requirement.
Are all channels connected automatically?
No. You decide which channels and accounts are set up.