Use cases
A disputed invoice, from chat to note.
A customer opens the chat mid-morning. Here is what the tool does at each step, and what it does not.
Thirty minutes · On your cases · No commitment
How it unfolds
Six steps, a single record.
The customer writes
They dispute the amount on their invoice. The assistant answers immediately and asks the right questions.
They ask for a person
The assistant announces an adviser. AI is turned off on the conversation, a linked ticket is created and an internal note summarises the context.
The conversation arrives in “Escalated”
A waiting timer changes colour as the target time approaches. With manual routing, it waits for an adviser to pick it up.
An adviser picks it up
The customer sees their first name. The adviser reads the context note and the contact record, which shows two previous tickets.
They reply, then add a note
They use a canned response, then add an internal note: “partial refund approved”. The customer does not see this note.
The question is settled
The conversation moves to “resolved” and will close if the customer does not come back. The linked ticket keeps a record of the case.
And if nobody is available?
With automatic routing, a conversation not picked up within five minutes becomes an “unhandled request” ticket, and the team then replies by email. If the customer’s address is unknown, the conversation is simply closed.
Where the product is used
Five interfaces, three entry channels.
The Desk
The team’s workspace: conversations, tickets, contacts, monitoring, settings.
The chat widget
The bubble on your site, in your colours, in French, English or Spanish.
The “Contact us” form
A message outside a chat creates a ticket and sends a confirmation to the visitor.
The WordPress plugin
The widget installs without touching the site’s code.
The mailboxes
IMAP, Gmail or Microsoft 365: every message becomes a ticket, and the reply goes out in the same thread.
What it doesn’t do
- Only three channels: site chat, email, widget form. No SMS, social networks or phone.
- No public programming interface.
- The assistant depends on Winaity AI and stays disabled until an account is linked.
- The satisfaction survey is prepared at each resolution, but neither sent nor displayed.
- The team interface is in French only, and there is no mobile app.
See Winaity Desk on your cases.
Thirty minutes · On your cases · No commitment