How it works
One AI brain across every channel your customers use.
The same agent picks up the phone, replies to chat, threads email, and answers SMS. The operator sees one inbox.
Step 1
Customer reaches you on any channel.
A web chat, an inbound call, an email reply, a Telnyx SMS, a contact-form submission. Blendwave normalizes them all into one conversation thread per customer.
Step 2
The AI handles what it can answer faithfully.
Blendwave retrieves relevant Help Center articles and policies, drafts a reply at the right tier, and emits it on the same channel the customer reached you on. Voice gets a real-time stream; chat / email / SMS get a clean response.
Step 3
It hands off when it shouldn't guess.
Frustration signals, low confidence, missing knowledge, or any operator-defined "always escalate" topic flips the conversation into the human inbox with the full transcript + a one-sentence reason.
Step 4
Your team takes it from there in one inbox.
Every channel, one inbox. Reply where you want, set status, tag, snooze, route by SLA. The AI history is on the conversation so the operator never has to re-ask.