connected customer-support operating areas
HelpoSoft Cloud product catalogue
Find the support capabilities your operating model actually needs.
Search and compare 13 connected product systems, then review 60 documented capabilities, rollout dependencies and production evidence before committing to a plan or implementation.
Catalogue availability does not automatically mean plan entitlement or production approval.
Start with one operating questionWhich customer workflow needs a clear owner, control and measurable outcome?
grouped for business and technical review
still subject to plan, configuration and approval
provider or operator setup is required
Product-system explorer
Search by outcome, team, capability or availability.
Use filters to narrow the catalogue. Select up to three systems for a local browser comparison; no evaluation data is submitted or stored.
Available
The product area exists in the current catalogue. Plan access, workspace configuration and production approval still apply.
Configuration required
The workflow depends on a supported provider, credential, knowledge source, policy or operator configuration before use.
13 product systems shown
Live Chat
Install one non-blocking widget, serve several websites, identify visitor context and move every conversation between AI and human support without losing history.
8 capabilities4 prerequisites5 integrations
- Typing and presence indicators
- Read and delivery receipts
- Secure file attachments
Ticketing
Manage website, email, API, WordPress, WHMCS and omnichannel requests in one ticket queue with assignments, SLAs, automation and complete customer history.
8 capabilities4 prerequisites12 integrations
- Saved personal views
- Bulk assignment and status updates
- Round-robin and capacity routing
AI Support Agent
Ground AI responses in approved company knowledge, control spend and confidence, review risky answers and hand conversations to agents whenever certainty is low.
8 capabilities4 prerequisites2 integrations
- AI Agent Copilot
- Suggested replies and summaries
- Intent and sentiment detection
Omnichannel Messaging
Bring WhatsApp, Messenger, Instagram, Telegram, SMS, email, voice and website conversations into a unified customer and ticket timeline.
8 capabilities4 prerequisites7 integrations
- WhatsApp Cloud API
- Facebook Messenger
- Instagram Messaging
Customer Success
Track account health, onboarding, renewal risk, success plans, NPS, milestones and support signals in the same platform used to serve customers.
8 capabilities4 prerequisites7 integrations
- Account ownership
- Annual value and renewal dates
- NPS surveys
Analytics & Quality
Measure support volume, responsiveness, SLA performance, customer feedback, agent quality, AI usage and staffing needs from workspace-isolated dashboards.
8 capabilities4 prerequisites5 integrations
- Agent scorecards
- CSAT and NPS trends
- AI resolution and cost reporting
Automation
Create multi-condition rules for tickets, chats, SLAs, AI handoffs and customer feedback, with delayed actions, signed webhooks and execution history.
8 capabilities4 prerequisites6 integrations
- Match all or any conditions
- Rule ordering
- Stop-processing control
Knowledge Base
Publish SEO-friendly help articles, manage review workflows, detect stale or duplicate content and measure whether knowledge prevents tickets.
8 capabilities4 prerequisites4 integrations
- Draft and approval workflow
- Article revisions
- Duplicate detection
Multi-Site Command Center
Add several websites, customize each widget, switch dashboard scope and view combined work from an all-sites command center.
8 capabilities4 prerequisites6 integrations
- All-sites dashboard
- Per-site tickets and chats
- Per-site customer filtering
Unified Inbox
Give agents a shared view of live chat, email, tickets, messaging and customer history with ownership, priorities, SLA context and collaborative notes.
8 capabilities4 prerequisites7 integrations
- Shared inbox and personal queues
- Channel and website filters
- Private notes and mentions
Agent Copilot
Generate grounded reply drafts, summaries, translations, intent analysis and next-action suggestions inside the normal agent workflow.
8 capabilities4 prerequisites3 integrations
- Reply drafting
- Thread summaries
- Translation
Workforce Management
Plan workload, route by availability and capacity, review agent queues and protect service levels as volume changes.
8 capabilities4 prerequisites3 integrations
- Agent availability
- Capacity limits
- Round-robin routing
SLA Management
Define business-hours policies, match targets by customer or request type, pause clocks appropriately and escalate before service commitments are missed.
8 capabilities4 prerequisites6 integrations
- First-response targets
- Next-response targets
- Resolution targets
No product systems match these filters.
Try a broader search or reset the group and availability filters.
Local comparison
Compare the operating shape—not a marketing score.
Choose up to three product systems. The comparison surfaces audience, availability and documented implementation signals without claiming that one product is universally better.
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Select two or three systems to compare.
Use the Compare button on a product card above.
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Capability map
Six operating layers connect the customer conversation to governance and Cloud delivery.
Capability groups make procurement review easier, but access still depends on product status, plan terms, configured providers and production approval.
Customer conversations
10 capabilitiesThe shared service layer agents use to receive, identify, own and continue customer work.
Primary operating ownerSupport operations
View all 10 capabilities
Unified inboxWebsite live chatEmail ticketingCustomer portalInternal notesAttachmentsSaved repliesConversation assignmentCustomer profilesConversation history
AI and knowledge
10 capabilitiesApproved knowledge, agent assistance and controlled automation with confidence and handoff boundaries.
Primary operating ownerKnowledge and AI governance
View all 10 capabilities
AI draft modeAgent CopilotConversation summariesIntent and sentimentApproved knowledge groundingKnowledge review workflowConfidence controlsSensitive-topic handoffProvider budgetsKnowledge-gap queue
Omnichannel
10 capabilitiesProvider-aware messaging, identity, media, consent and delivery-state handling across supported channels.
Primary operating ownerChannel operations
View all 10 capabilities
WhatsApp workflowsMessenger and InstagramTelegramSMS and voice adaptersEmail channelsCustom signed channelsDelivery statesConsent and template controlsMedia handlingIdentity mapping
Operations
10 capabilitiesWorkflow automation, service levels, quality, workload and reporting for accountable support delivery.
Primary operating ownerService leadership
View all 10 capabilities
Business-hours SLAStaged escalationAutomation rulesDelayed actionsWorkload viewsAnalyticsQuality assuranceCoaching plansWorkforce forecastingScheduled exports
Enterprise controls
10 capabilitiesIdentity, permissions, sessions, auditability, retention and integration security controls.
Primary operating ownerSecurity and platform administration
View all 10 capabilities
TOTP MFAOpenID Connect SSOCustom rolesSession controlsTrusted-device revocationAudit eventsPrivate attachmentsRetention workflowsScoped API keysSigned webhooks
Cloud platform
10 capabilitiesManaged application operations, multi-site scope, release status, migration and trust evidence.
Primary operating ownerHelpoSoft Cloud and customer administrators
View all 10 capabilities
Managed application releasesPlatform monitoringQueue healthBackup and recovery processMulti-site command centerSite-specific widget settingsPublic status workflowMigration planningIntegration status catalogueTrust Center evidence
Production evaluation
Turn a feature shortlist into an approved operating workflow.
A useful feature decision connects an outcome, named owners, a supported configuration, normal and failure-path tests, and an approval record.
Open security questionnaireChoose the operating outcome
Start with the customer or team outcome, not the longest feature list.
Define the channel, team, customer scope and decision owner.Check product availability
Review status notes, current plan entitlements and provider requirements.
Record what exists, what requires configuration and what is outside scope.Map control ownership
Assign customer, HelpoSoft Cloud and provider responsibilities.
Confirm identity, data, integration, AI and incident owners.Test normal and failure paths
Validate permissions, duplicates, retries, handoff, rollback and audit evidence.
Use non-production data and documented acceptance criteria.Approve and review
Record the approved configuration, limitations and review date.
Monitor outcomes and revisit the decision after material workflow changes.Trustworthy catalogue boundaries
Know what the Features page does—and does not—promise.
Use Product Status, Pricing, Integration Status, Security and your approved agreement to verify the exact production scope.
Catalogue is not entitlement
A listed capability may still depend on the active plan, workspace limits or an approved enterprise agreement.
Provider support is separate
Messaging, AI, email and workflow providers retain their own eligibility, pricing, availability and policy requirements.
Availability is not approval
A product can be available while still requiring security review, configuration, failure testing and production authorization.
Demo data is not a claim
Illustrative workflows and demo metrics do not represent customer production performance or guaranteed business results.
Continue the evaluation
Move from catalogue discovery to evidence and commercial fit.
Feature FAQ
Direct answers before a product review.
These answers describe the public catalogue. Contracted plans and approved production configurations remain the source of truth.
No. The Features page documents the platform catalogue. Review the active Pricing page and your agreement for plan entitlements, limits and add-ons.
The product area depends on an approved provider, credential, knowledge source, policy or operator setup before the workflow can be used.
Yes. Select up to three systems to compare their audience, status, capability count, prerequisites and connected-resource counts.
No. Available means the product area is represented in the current catalogue. Production use still requires configuration, security review, testing and approval.
Open Product Status and the relevant product page for prerequisites, evidence checks, limitations, integrations and operating metrics.
Begin with approved knowledge and agent-reviewed use, define sensitive-topic handoff, review provider data handling and measure corrections by topic.
Use the Integrations catalogue and Integration Status page to review documented native, configuration, API, webhook and migration paths.
Each capability group lists a primary operating owner, but your organization should assign named business, security and technical owners during evaluation.
Yes. Book a demo or contact sales with your channels, team size, current helpdesk, expected volume and procurement priorities.
No. Feature filtering and comparison run locally in the browser and do not submit customer or evaluation data.
Evaluate one real workflow
Bring your channels, team structure, current helpdesk and approval priorities.
HelpoSoft can walk through the relevant product systems, integrations, limits, responsibility boundaries and tests without turning the session into a generic feature tour.