Vaani

Start your day by opening Vaani’s workspace. From one console, connect your phone lines, SMS numbers, support mailbox, and brand pages on Facebook, X (Twitter), Instagram, LinkedIn, and WhatsApp. Set up routing rules that send conversations to the right queue by channel, topic, or campaign, and define business hours so customers see clear expectations after-hours. When volume spikes, steer callers to text or email without losing track of who is waiting, and keep every thread visible to the team in a single place.

Agents work from a single inbox that blends calls with messages. When a call rings, they can review the most recent texts, emails, and social messages handled in Vaani for that customer and continue without switching tools. Reply in the same channel or shift to a faster option with the customer’s consent. With click-to-call and quick message compose, agents keep conversations moving. Each interaction closes with a clear outcome and brief summary, so the next person can pick up where it left off.

Supervisors rely on live dashboards showing queue depth, wait time, handle time, first response time, and agent availability. If a surge hits, reassign staff across channels, pause low-priority outreach, and post guidance directly in the workspace. Built-in boards highlight trends across inbound and outbound activity, helping you spot slow threads or channels that need more coverage before service levels slip. Drill down by team, time window, or channel to decide what to change next and measure the impact quickly. more