LANCEMENT
Customer service · Helpdesk · Chatbot
Winaity Desk is customer service (helpdesk) software: emails, chats and forms arrive in a shared inbox, as tracked and prioritised tickets. The chatbot connected to Winaity AI answers simple questions; your agents take over the rest with the history and the knowledge base.
Thirty minutes · On your cases · No commitment
Preview
In practice
A request comes in through the chat. The assistant answers on what is documented, then hands over to an agent.
Hand over to an agentThe history follows the request
Features
Customer service that answers fast and lets nothing slip: AI handles the simple cases, your agents take over the rest with the full context.
In progress
14
< 5 min
At risk
3
15–30 min
Overdue
1
> 30 min
Every request is timed: you know which ones are waiting too long, before the customer chases.
Summary · ticket #1286
Address change after shipping. Order 4471, customer identified.
The AI hands you the conversation with a summary: the customer doesn’t have to repeat themselves.
Hello, my box has had no Wi-Fi since this morning.
Winaity AIRestart the box for 30 seconds, then check the “Internet” light. Is it green?
Yes, it works again, thanks!
Solved by the AI in 6 min
It answers common questions on its own, and you take back control in one click.
My tickets 9Unassigned 7Urgent 3
| No. | Subject | Priority | Reason | Assignee |
|---|---|---|---|---|
| #1266 | Incorrect September invoice | Urgent | Billing | Léa M. |
| #1265 | Number porting blocked | High | Technical | Hugo L. |
| #1264 | eSIM activation failed | Normal | Technical | Sarah C. |
| #1263 | Change of address | Normal | Order | Thomas G. |
Priority, reason and owner are filled in from creation.
Online
6
Away
2
Conversations
27
Waiting
5
Agents online, customers waiting and each person’s workload, live.
Which AI answers, when a human takes over, and how conversations are distributed.
Email, chat and form arrive in the same place, with the customer’s history.
Approved answers feed the AI and the agents.
The customer record is shared with Call, Connect and Winaity AI.
A single queue, whatever the channel
The chatbot handles simple requests and passes on the rest
The customer record stays open while you reply
The journey
The bubble shows the welcome message and, if set up, a short form. A conversation and a contact record are created, anonymous at first.
If the assistant is enabled on the widget, it answers immediately. Otherwise, the conversation goes straight to the advisers.
It drafts the replies and can suggest follow-ups. If the exchange ends there, the conversation is counted as resolved by the AI.
At the visitor’s request, on a sensitive subject, when frustration is detected, or if the assistant breaks down. The desk then turns off the AI on that conversation.
A linked ticket is created, with an internal note that carries over the context passed on by the assistant. Tags may be suggested. The visitor sees that an adviser is being found for them.
With manual routing (the default setting), it waits for an adviser to pick it up. With automatic routing, it goes to an available adviser who has not reached their limit.
With the history, the contact record, the clock, canned replies and internal notes.
It is marked as resolved, then closed if there is no further activity. The linked ticket follows its own cycle in the ticket list.
The timer
First response time and resolution time: you see what is about to slip before it does.
Rules set a first-response time and a resolution time, by priority, tags or channel, taking opening hours into account if you wish.
The clock stops while the team is waiting for a reply from the customer.
Only your team’s time is measured.
“At risk” then “Overdue” flag the conversations to handle first.
The difference
In detail
An accurate answer, at the right level, without making the customer repeat themselves.
The customer history attached to each request
A chatbot limited to the knowledge base
The full context with every escalation
Routing rules you can change without development
What is said in Desk joins the Suite’s customer record.
Pricing
Winaity Desk works with Winaity AI and Winaity Connect, available online with a free plan, on the same customer record.
Free checklist · Winaity Desk (in French)
The steps to bring emails, chat and forms into a single inbox. Free, sent by email, to read whenever you like.
FAQ
We open a queue of real requests and show you what the chatbot handles on its own.
Thirty minutes · On your cases · No commitment
