Dedicated chatbot for customer communications, deployable across various channels.

Instantly train chatbots with new information from URLs or documents to keep responses current.

The frequency that chatbots can retrain on provided URLs.

Tailor chatbot interactions to reflect your brand voice and customer service guidelines, enhancing consistency.

Deploy your chatbot on a range of channels and platforms.

Set up your chatbot in multiple languages as required by location and customer preferences.

Centralise communication streams in one place for simpler management of customer interactions for agents.

Access customer information and contextual data like chat history, notes, and tags without leaving the Inbox.

Facilitate collaboration among agents with shared views and notes for a unified resolution approach.

Use the search function to quickly refer to previous discussions in the conversation thread.

Seamlessly convert live chats into tickets to continue support or issue resolution, ensuring continuity in interactions.

Enhance chats with emojis and attachment capabilities to enrich the customer support experience.

Agents can add internal notes within the conversation panel or chat for better organisation and task prioritisation.

Transfer chats and tickets to another agent or team.

Customise your inbox to focus on the most relevant messages.

Enable agents to view and manage multiple conversations simultaneously on one screen for improved productivity.

Empower agents to align with the desired customer service tone by making communication more friendly, casual, or formal in real-time.

Ensure professional and accurate communication by correcting grammar and spelling, and previewing changes in real-time as agents draft messages.

Adjust message length and complexity in real-time as agents draft messages.

Assign chats to the appropriate agents or teams based on predefined criteria for quicker resolution.

Efficiently locate and manage chats using search options and filters.

Define and customise livechat statuses to accurately reflect the lifecycle of customer issues.

Use pre-written responses for common queries to expedite communication and ensure consistency.

Use shared tags to categorise and organise chats, tickets, and customers for improved management and reporting.

Apply multiple tags at once to chats, tickets, and customers using shared tag groups.

Tickets can be created automatically using a dedicated chatbot action.

Efficiently locate and manage tickets using search options and filters.

Define and customise ticket statuses to accurately reflect the lifecycle of customer issues.

Utilise and customise HTML template responses for consistent and efficient communication.

Use shared tags to categorise and organise chats, tickets, and customers for improved management and reporting.

Apply multiple tags at once to chats, tickets, and customers using shared tag groups.

Easily associate a ticket’s source with the corresponding conversation if it escalated from a chat.

Export data directly from the Proto interface for external reporting and analysis.

Manage and respond to ticket updates directly in Proto, thanks to integration with your email system.

View all customer information captured by chatbots, your CRM, and agents at a glance.

Understand customer distribution with auto-captured IP-based location data for region-specific strategies.

Efficiently locate and manage customers using search options and filters.

Add internal notes about customers or past interactions for easy reference.

Embed an iFrame to display customer profile pages from your CRM, back office, or other solutions for quick access.

Use shared tags to categorise and organise chats, tickets, and customers for improved management and reporting.

Apply multiple tags at once to chats, tickets, and customers using shared tag groups.

Establish custom rules for user banning, including reasons, duration, and recurrence.

Review past interactions and the support history to better understand customer needs and preferences.

Deploy your chatbot on your website.

Deploy your chatbot on Messenger.

Deploy your chatbot on Whatsapp.

Deploy your chatbot over SMS.

Deploy your chatbot on Telegram.

Deploy your chatbot on Twilio.

Deploy your chatbot on Microsoft Teams.

Deploy your chatbot on LINE.

Deploy your chatbot on Africa's Talking.

Deploy your chatbot on Viber.

Enhance chatbots and livechats with unique user actions to trigger key communications.

Integrate Proto with Intercom for continuity in customer experience operations, empowering your CX team.

Integrate Proto with Zendesk for continuity in customer experience operations, empowering your CX team.

Deploy your chatbot on Bitrix 24.

Proto’s preferred social media analysis partner for correlating consumer complaints and sentiment.

Proto’s preferred wayfinding partner for merging online and indoor customer experiences.

Proto’s preferred image recognition solution for troubleshooting customer issues.

Get a real-time snapshot of all key data in one place.

Benefit from an assistant chatbot within the Proto AICX Platform, ready to answer any questions.

Offer UI customisation for better visual comfort, catering to agent preferences and reducing screen fatigue.

Users are the individuals with access to your Proto organization account.

Monitor platform user activity, manage roles, and enforce security with two-factor authentication (2FA).

Teams are customizable groups of live agents for specific languages or other domains.

Designate teams with agents, set permissions, and manage assignment logic.

Oversee various sub-companies within your platform with compartmentalised settings.

Eliminate insecure personal password usage and implement single sign-on with Google and Microsoft.

Access your Proto account's resources, functionalities, and data via API for seamless integration.

Enable an allowlist of valid IP addresses to secure account access.

Meet compliance and local data management needs with on-premise hosting for complete control over data storage and processing.

Access live data visualisations to monitor customer support operations and make agile decisions.

Compare the number of customers, livechats, and tickets month-on-month for current and previous months.

Total number of livechats converted into tickets in the current month to date.

Total number of interactions exchanged in the current month to date.

Total number of chat sessions in the current month to date.

Number of customers who interacted with chatbots and agents in the current month to date.

Additional analytics for individual users or the entire team in the current month to date.

Average overall response time by agents.

Average time taken by agents to resolve chats in the current month to date.

Average response time by agents to customer messages within tickets in the current month to date.

Average time taken by agents to resolve chats in the current month to date.

Average time taken to fully resolve tickets in the current month to date.

Custom analytics reporting for insights on metrics relevant to your unique use case.

Hire live agents via Proto to support customer volumes on a monthly basis, without long-term contracts or vendor lock-in.

Agents with generative AI prompt engineering training can improve your chatbot performance based on their first-hand customer interactions.

Get additional support from experienced multilingual agents to enhance geographical coverage and enrich customer experience beyond chatbots.

A dedicated manager oversees all agent onboarding to meet your customer requirements and business practices.

Convert the Proto AICX Platform logo and colours to match your brand for consistency with clients and agents.

Agent-facing translation feature for real-time, cross-language communication in your inbox.

AI automatically applies tags to livechats based on chat history.

Access unlimited support for all modules and features, along with personalised service as required.

Get a dedicated prompt engineer to help set up and optimise your chatbot for a personalised, intuitive user experience.