Where we're headed

send/receive via WhatsApp Cloud API

page inbox integration

business account integration

Twilio integration for text-based support

answer questions directly from knowledge base articles

seamlessly escalate to human when AI can't resolve

only answer when confidence is high, ask clarifying questions otherwise

maintain context across messages

AI can check order status, update records, trigger workflows

track AI resolution rate, handoff rate, CSAT for AI vs human

fine-tune responses based on past conversations and corrections

auto-detect language and respond in the customer's language

real-time reply drafting as agents type

rewrite messages to be more professional, friendly, or concise

surface past conversations with similar issues

recommend canned responses based on context

extract priority, category, and custom fields from the conversation

answer questions in the widget before a conversation starts

proactively suggest relevant articles based on the page the visitor is on

step-by-step resolution flows powered by AI

natural language search across the help center

trigger in-app messages based on user behavior, page, or segment

site-wide announcements (maintenance, new features, promotions)

contextual help attached to UI elements

drip sequences for onboarding, re-engagement, or product education

queue messages for specific times

guide users through features with highlight overlays

start tours on sign-up, feature adoption, or manually

completion rates, drop-off points

visual editor for creating tours

customers can view their open/closed conversations

submit and track requests outside of chat

show service status in the portal

customer-to-customer Q&A with staff moderation

assign conversations based on agent expertise

distribute conversations evenly across available agents

consider active conversation count when assigning

priority queues with configurable rules

separate inboxes per team (Sales, Support, Billing)

define agent schedules and auto-assign based on availability

drag-and-drop dashboard builder

email reports daily/weekly/monthly

CSV/PDF export of any report

track customer journey from first contact to resolution

volume and trends by conversation tag

`@guddesk/widget` npm package, WordPress plugin, Shopify app

third-party apps can request scoped access to workspaces

directory of community-built integrations

define HTTP actions that agents can trigger from the inbox

sync contacts, companies, and conversation history

CRM sync, deal association

create issues from conversations, track status

link conversations to issues, PRs

view order history, process refunds from the inbox

no-code automation bridge

data residency options (US, EU, APAC)

enterprise single sign-on

auto-manage team members from IdP

export audit events for compliance

restrict API and dashboard access by IP

granular custom roles beyond OWNER/ADMIN/AGENT/VIEWER

audit and certification

data deletion requests, consent management, DPA

BAA, encrypted PHI handling

auto-delete conversations after configurable periods

auto-detect and mask sensitive data in conversations

manage multiple brands/products from one account

test configuration changes before deploying

mass-update, mass-close, mass-assign via API and UI

higher API limits for enterprise plans

single-tenant deployment option

initiate voice calls from the inbox

record and attach to conversation

interactive voice response with routing

voicemail-to-ticket conversion

auto-transcribe and summarize calls