Find the conversations that need attention
Use Mine, Unassigned and All views, search and filters to organise the queue by status, source, channel or agent.
AI handles the routine. Your team stays in the conversation.
Organise customer messages, see who owns the next step and bring a colleague into the thread when a request needs judgement. Echo gives your team a practical way to work alongside AI.
EXPLORE THE EXPERIENCE04 / Improve
Your people make the next call.
Your voice. Your knowledge. Your way of working.
People + AI
A clear brief. A human decision.
Eligibility and refund approval stay with your team.
Review the conversation. Refine the knowledge. Improve the next experience.
Illustrative product experience · example data · no live actions
WHY IT MATTERS
A customer conversation stays visible as it moves between an AI reply and a person’s decision.
Give the next step an owner
Assignment and conversation status help your team understand who is handling a request and where work needs to continue.
Step in, then return routine work to AI
Pause AI replies, respond manually in the thread and resume the agent when the conversation is ready. Keep the human decision clear.
Inside the experience
See how it comes together.
Explore the configuration and decisions behind a useful conversation. Each step shows what you control and how it helps your customer.
Bring AI and your team into the conversation.
Connect the messaging channels your customers use. Give your team a working inbox where a conversation can stay with AI or receive a personal reply.
echo / Channels & peopleProduct illustration
Could you review this return exception?
I can explain the policy and prepare the details for the service team.
Answer from service knowledge
Example channelWebsite chat
AgentCustomer service assistant
Source informationApproved service knowledge
Configured for your business scope01 / 03
Step 1
Connect the channel
Configure web chat, WhatsApp or Messenger with the account access and channel setup needed for your business. Phone is configured as a separate voice entry point.
Choose channels around the journey you want to launch first.
A clear response owner, with conversation context available to the team.Explore all Echo capabilities
WHERE TO START
Make it part of your day.
Workflow ideas to configure around the knowledge and systems you use.
A damaged item needs service review
Echo gathers the order reference and issue. A teammate pauses AI to review the exception and respond personally before routine follow-up continues.
Explore it with AIA guest asks for something unusual
Routine hotel information comes from approved knowledge. A request outside that policy is available for reception to assess in the conversation.
Explore it with AIA buyer needs specialist input
The agent gathers requirements. Your specialist reads the thread, answers the detailed question and gives the enquiry a clear next step.
Explore it with AIBefore you begin
Good questions deserve clear answers.
From voice and knowledge to integrations and launch. These are the details that help you choose a useful next step.
Talk through your idea with the Echo guide01Which channels does the messaging inbox cover?
Echo documents web widget conversations, WhatsApp and Messenger in the messaging inbox. Channel onboarding and account requirements are confirmed for your deployment.
02Can our team reply instead of the agent?
Yes. The messaging workflow supports pausing AI replies, responding manually and resuming AI. This gives your team a clear way to handle exceptions personally.
03How do we organise a shared queue?
Use conversation assignment and status alongside Mine, Unassigned and All views, search and available filters. Agree the ownership process with your team during setup.
04Can you help us decide when a person should take over?
Yes. We can work through routine enquiries, exceptions and the information a teammate needs. The resulting agent instructions and team workflow become part of the agreed setup.
05Where can customers message the agent?
Echo’s documented messaging channels include website chat, WhatsApp and Messenger. Each channel needs its own approved setup and account access. Choose the first channel around your customer journey, then expand the configuration as needed.
06Can a person take over a conversation?
In the messaging inbox, your team can pause AI, reply manually and resume AI. Conversation assignment and status help with ownership. Phone routing and any call-transfer requirements are assessed separately with your team.
07What happens when Echo does not have the answer?
Define the fallback in the agent’s instructions: acknowledge the missing information, collect the useful context and direct the enquiry to the agreed team or channel. Test missing-information examples before launch, then use transcripts to improve the knowledge.
08Can Echo answer about our policies rather than general information?
Yes. Configure the agent with your approved business knowledge and task instructions. Start with the policies that customers ask about most, assign an owner to maintain them and test both routine questions and exceptions.
Your launch starts here
You know your business. We help with the rest.
You do not need to prepare everything alone. Use this checklist to see what you already have and where our setup team can help.
0/ 6
items you marked ready
A local planning checklist; nothing is submitted.01
One job worth doing first
What you bring
Five questions customers really ask, the audience and the outcome you want.
How we help
We define the agent’s role, the first workflow and how to judge whether it works.
Example: explain returns and prepare a service request.
02
Information your team approves
What you bring
Product descriptions, policies, service instructions and a person who owns each source.
How we help
We organise the agent’s knowledge, clarify boundaries and test missing information.
Example: current policy, exclusions and who approves exceptions.
03
The channel and conversation
What you bring
Your first channel, the languages customers use and the tone you want them to hear.
How we help
We configure the entry point, greeting and available voice or messaging settings.
Example: Arabic and English website chat, then a phone workflow.
04
The system behind the request
What you bring
The tools involved, a system owner and the specific information or action needed.
How we help
We scope permissions, identity checks and the connection or engineering required.
Example: read an allowed order status; prepare a request for review.
05
People and decision points
What you bring
Who owns enquiries, who replies to exceptions and what a person must approve.
How we help
We map the messaging takeover, team responsibilities and follow-up process.
Example: AI explains policy; the service team approves the refund.
06
Real questions to test together
What you bring
Typical enquiries, difficult cases, product names and examples in your launch languages.
How we help
We test the whole journey, review responses together and agree the first release.
Example: a normal request, missing knowledge and a rejected system action.
Let’s start with one useful workflow.
Setup teams are available 24/7. Engineering work and enablement hours are scoped to your plan and workflow.
YOUR PATH TO LAUNCHMake it yours.
Make it yours.
With us beside you.
Explore the platform yourself, or work with our team on your first workflow. You don’t need to have every answer before you start.
Start your Echo workspace.
Get to know agent configuration, knowledge and channels. Choose a focused use case and begin shaping your agent.
- A voice and personality for your business
- Knowledge and instructions for your agent
- A clear starting point for testing
Bring the challenge. We’ll help set it up.
Our 24/7 setup teams help with knowledge, languages, channels and the integrations your workflow needs.
- Shape a useful first workflow
- Configure knowledge, channels and connections
- Test scenarios and refine the experience
EXPLORE THE POSSIBILITIES
Go deeper into what matters.
01
Customer support
Less time repeating the basics. More attention for the conversations that need your people.
02Sales conversations
A better starting point for sales: what the customer needs, why it matters and where to take the conversation.
03Business operations
Less re-explaining and re-entering. More context for the team responsible for getting the job done.
04Voice agents
A useful conversation from the first hello, shaped around the customer’s question and your business process.
05Chat agents
A consistent service voice across configured channels, with people ready to take over when the message needs them.
06Connected workflows
From a customer question to the right information, a prepared request or a permitted action in your systems.
07Conversation insights
Move from guessing what happened to reviewing the conversation and deciding what to change next.
08Managed setup
A platform you can use, with people to help you turn an idea into a working customer experience.
09Business knowledge
Your information becomes part of the conversation, with a clear approach when an answer needs more context.
10Shared inbox
A customer conversation stays visible as it moves between an AI reply and a person’s decision.
11Outbound campaigns
From a contact list to conversations with a purpose and follow-up your team can understand.
12Multilingual agents
A clear customer experience starts with the right language, the right information and a thoughtful conversation.