Always-on support, without adding headcount

The problem: the same questions, on more channels, at every hour

Support teams spend much of their day on questions that already have an answer: opening hours, prices, policies, order and booking status. Spread across WhatsApp, Instagram, Messenger, web chat and email, and arriving outside office hours, they push response times up and leave less time for the conversations that need real judgement.

How Fellix helps support and CX teams

Fellix puts an AI agent at the front of one shared inbox:

• Instant first replies on every channel, around the clock, answered from your own knowledge base.
• Name, email, phone and intent collected in the conversation, so agents never re-ask.
• Clean handoffs: when a question needs a person, the conversation is routed with its full history attached.
• Teams assigned to specific numbers and channels, so each conversation reaches the right people.
• Resolved and abandoned conversations kept in their own views, so the backlog stays honest.

Measure what support actually delivers

Response time, resolution time, escalation rate and volume by channel are reported automatically. You can see where the AI resolves conversations on its own, where customers give up, and what to add to the knowledge base next.

Keep quality under your control

You decide what the agent knows, its tone of voice, the phrases it must never use and when it hands off. Test it in a sandbox before it goes live, and re-test whenever its knowledge changes.