Live Chat
Primary Team: Support, Sales
Target SLA: < 60 sec
Tracked Data: Intent, URL, product viewed
IdeaDunes unifies chat, email, SMS, calls, WhatsApp, social, and notifications into one timeline and one control plane. Teams respond faster, leaders see full history instantly, and compliance teams get auditable event trails by default.
Each channel remains native for users, but inside IdeaDunes all communication is normalized for operations, analytics, and automation.
Primary Team: Support, Sales
Target SLA: < 60 sec
Tracked Data: Intent, URL, product viewed
Primary Team: Sales, Ops, Finance
Target SLA: < 2 hr
Tracked Data: Thread, attachments, open/click data
Primary Team: Support, Care, Field
Target SLA: < 15 min
Tracked Data: Delivery, click, consent state
Primary Team: Support, Success, Ops
Target SLA: < 5 min callback
Tracked Data: Recording, summary, sentiment
Primary Team: Sales, Care, Service
Target SLA: < 10 min
Tracked Data: Template, button clicks, media
Primary Team: Brand, Marketing, Support
Target SLA: < 30 min
Tracked Data: Platform, post, mention context
Primary Team: Customer Success, Product
Target SLA: < 5 min
Tracked Data: Session, module, role context
Primary Team: Marketing, Product
Target SLA: Campaign based
Tracked Data: Send/open/action funnel
Any inbound or outbound message is ingested with user, account, module, device, and source metadata.
Rules and AI classify urgency, intent, department, and required SLA.
Message goes to the right queue or owner based on role, shift, industry, and account plan.
Agent replies from one console while preserving channel-specific formatting and compliance constraints.
Every event is logged: receive, read, reply, escalate, resolve, reopen, and handoff.
Analytics updates SLA score, resolution quality, channel efficiency, and next-best action suggestions.
The same communication core powers IdeaDunes webapp, industry-specific sites, and account-specific operations with configurable channels, permissions, and automation packs.
Explore Communication Hub Start With A Guided Setup