Workspaces

Workspaces can be used to deploy AI agents and share work amongst a team.

A workspace enables you to create or connect to an AI agent and deploy it across multiple communication channels to manage interactions with customers. You can define team members for each workplace in order to manage chats that are escalated from the AI agent to a human agent. Each workspace also consists of a team inbox where AI agent's output can be reviewed and managed.

It's possible to connect with an AI agent you have created on a agent builder platform, such as voiceflow, or use one of our existing agent templates.

Within the workspace, you can also set up a webchat widget for that can be installed on your website, or embedded on a page on your website, or social media page.

It's also possible to connect the workspace with WhatsApp Business Platform, and in the future, other channels will be added.

Only users at admin level are able to create a new workspace.

You can define a workspace as a department (eg sales or support), a product (eg holiday rentals), a location (eg UK office) - basically anything you want!

It's helpful to create a new workspace when you have distinct customers or clients to which you want to provide a more bespoke response to their inbound enquiry.

A workspace can help uniquely identify the reason for the inbound request since the WhatsApp number or live chat widget can be associated with that particular product or location. This helps provide a more personalised response to the client or customer.

Ideally workspaces should be deployed when it's unlikely for a customer to use two or more workspaces to access your services. In these circumstances, they will then need to store two (or more) sets of contact details, and this may be confusing.

Contacts (described here) can be accessed from all workspaces.