Empower agents with an AI-driven unified workspace for seamless multi-channel support.
RoundInfinity's Agent Workspace brings all conversations, tickets, tasks, and context into one intelligent interface. Agents can manage WhatsApp chats, emails, calls, support tickets, and approvals without switching tabs or systems. With built-in AI assistance, the workspace suggests responses, summarizes queries, and highlights next actions. Integrated with Customer 360, workflow tools, knowledge base, and internal collaboration, it gives every agent the visibility, control, and speed needed to resolve issues efficiently and deliver consistent, high-quality service experiences.
How it Works
Unified Inbox
Manage incoming queries from WhatsApp, email, live chat, voice, and self-service portals—all in one place.
Customer 360 Integration
Agents instantly see the customer’s full interaction history, open requests, previous issues, and preferences.
AI-Suggested Replies
Get real-time AI-generated response suggestions based on customer context and conversation history.
Ticket Actions & Workflow Triggers
Update ticket status, assign tasks, initiate workflows, or escalate issues directly from the conversation screen.
Internal Collaboration
Tag colleagues, leave comments, or request approvals without leaving the ticket or chat thread.
Knowledge Base Access
Quickly search and insert help articles or answers from the integrated knowledge base.
Omnichannel Thread View
View conversation history across all channels (email, WhatsApp, chat, etc.) in one continuous timeline.
Real-Time Alerts & SLAs
Monitor SLA timers, receive alerts for pending actions, and prioritize work based on urgency.
Agent Scorecards & Feedback
View personal KPIs, resolution metrics, and receive supervisor feedback for continuous improvement.
Fast & Intuitive UI
Designed for speed, the workspace supports keyboard shortcuts, one-click actions, and dynamic views based on role.