Customer Service & Support
All customer channels in one inbox.
Liona unifies WhatsApp, web chat, and Instagram into one workspace. AI handles common questions automatically, human agents focus on cases that need a personal touch.
Built on LionaCX →
All use casesThe problem
Messages scattered across channels, CS team overwhelmed.
- Messages from WhatsApp, Instagram, and web chat are scattered across different apps.
- The CS team answers the same questions repeatedly every day.
- Response time slows down when chat volume spikes during campaigns or promos.
- No visibility into SLA and workload per agent.
How it works
- 1
Messages arrive from all channels
WhatsApp, web chat, and Instagram feed into one Liona inbox.
- 2
AI answers or escalates
Chat AI answers FAQs automatically. For complex cases, AI escalates to an agent with conversation context.
- 3
Agent handles in workspace
Agent sees conversation, customer history, and context on one screen. Reply directly from Liona.
- 4
Monitor SLA & performance
SLA dashboard tracks response time, resolution time, workload per agent, and top questions in real-time.
In use
Real deployments related to this use case.
Questions
Can Chat AI answer questions outside the trained FAQs?
Chat AI will attempt to answer from the broader knowledge base. If unsure, the AI will escalate to a human agent with the conversation context, so the customer is still served.
Can AI Assignment be configured based on agent skills?
Yes, AI Assignment supports round-robin (even distribution) and skill-based (routing to agents with relevant expertise). It can be configured per channel and per question category.