ConsulPoint supports conversations with agents and interactions through connected channels. Teams can follow the work, receive assistance and participate when appropriate, without requiring a person to approve every message.
The main conversation is the thread shared with the other participant. An auxiliary panel supports analysing the exchange, preparing a response or using an integrated application. Content prepared in this panel is not automatically sent to the main thread.
Depending on the channel, permissions and configuration, oversight may include reading, proposed responses or direct intervention. Before putting an agent into use, define responsible people, authorised knowledge and situations requiring human review.
Described connections include WhatsApp, Telegram and third-party applications, as well as internal conversations. Conversations can be translated within the thread and shared with authorised third parties. This does not imply identical functions or automatic continuity of a single conversation across all channels.
A support team handles an enquiry from a connected channel. The agent uses authorised knowledge while the responsible person consults the auxiliary panel to prepare an intervention. An application can provide additional information if configured for that context.
