cloftIt is a customer communication system that combines messages from different channels into one interface and helps manage support, sales and automation without using multiple services.

The platform is available:

• One Inbox of Dialogues

• Automation through Workflow

• AI agent for handling appeals

• teamwork

• customer contact management

All requests are processed within the same system - from the first message to the solution of the problem.

What is Cloft used for?

Cloft is used for centralized processing of customer requests and automation of communication.

You can use the system to:

• receive messages from different communication channels

• Respond to customers from one window

• automatically process standard treatments

• connect an AI agent to support

• Distribute dialogues among employees

• keep up

• work with customer contacts

• task out of dialogue

This allows you to reduce the manual work of the team and speed up responses to users.

How does Cloft work?

Processing of appeal is carried out according to the following scheme:

1. The user sends a message through the connected channel

2. The message appears in Inbox

3. Workflow is launched if necessary.

4. The dialogue is transmitted to the operator or AI agent.

5. The user receives a response

The entire history of communication is stored within the system and available to the team.

What does Cloft consist of?

The platform includes several key sections that work together.

inbox

Inbox is the main section for processing dialogues.

Inside Inbox you can:

• reply

• appoint responsible officers

• change

• insert

• Use quick answers

• See the history of communication with the client

For more information on the section, see category"inbox?.

Chat on the site

Chat on the site - a widget to receive messages from site visitors.

It can be used to:

• receive

• send out a welcome message

• collect contact information

• run scenarios for handling appeals

For more information on the section, see category"Chat on the site?.

Workflow

Workflow is an automatic processing tool.

Used for:

• greeting

• routing

• qualifications

• dialog

• Transmitting dialogues to an AI agent

Workflow helps automate the first stages of communication and reduce the burden on the team.

For more information on the section, see category"Workflow and automation?.

AI agent

The AI agent automatically responds to users based on the company’s knowledge base.

It is used for:

• handling model questions

• escort

• primary support

• Work outside of team time

This allows you to speed up responses and relieve operators.

For more information on the section, see category"Cloft AI?.

Contacts

The Contacts section contains customer cards and interaction history.

Inside the section, you can:

• check out customer cards

• edit

• segment

• automate

For details, see category"Contacts?.

What channels can be connected

Cloft supports several communication channels:

• chat
  For more, see the article:"Installation of a chat widget on the site?

• Telegram
  For more, see the article:"Telegram connection?

• Email
  For more, see the article:"Email connection?

All messages go to Inbox.

Where to start?

To start using Cloft:

1. set up the workspace

2. link up

3. install a chat widget on the site

4. Send a test message

After that, the system is ready to receive calls.