Customer support features built
for modern teams
Every feature customer support teams need, in one customer service software: eight messaging channels including social media, AI-powered automation, service tools for multiple channels, a knowledge base that helps customers find answers fast, and service options that meet evolving customer expectations. Agents resolve issues faster, the overall customer experience improves, and your product or service ships with real support from day one.
Refunds, orders, and replies.
All in one place.
View customer orders, process refunds, and respond to customers without switching between tools.
Hi, I was charged twice for order #4821. Can you please refund the duplicate payment?
Emma Thompson · 10:24 AM
Type your reply...
Emma Thompson
Product Manager
emma@meridian.co
Phone
+1 (555) 234-5678
Company
Meridian Design Co.
Location
San Francisco, US
Works with
Talk to your customers wherever they are
Bring messages from eight different platforms into one place. Your team sees everything in a single view - no tab switching, no missed messages.
Website Live Chat
A fully customizable chat widget with brand colors, pre-chat forms, typing indicators, and file sharing. Embed with one line of code -cookieless mode available for EU compliance.
Email Support
Pull in messages from Gmail, Outlook, or any IMAP/SMTP mailbox
Connect via the WhatsApp Business API for two-way messaging
Telegram
Link a Telegram bot to handle conversations directly in your inbox
SMS via Twilio
Text-based support through your Twilio phone number
LINE
Connect a LINE Official Account for messaging in Asia-Pacific markets
X
Handle direct messages from your X account
API Channel
Build entirely custom channels using the REST API
Keep your team on the same page
Labels, teams, priorities, and internal notes - the tools to make sure every conversation is handled by the right person, fast.
Labels
Tag conversations with color-coded labels and automatically notify assigned agents or teams - route escalations to the right person instantly
Teams
Group agents by department or skill, manage members, and auto-assign conversations via round-robin
Conversation Assignment
Route conversations to a specific agent or team manually
Priority Levels
Mark conversations as urgent, high, medium, or low
Private Notes
Leave internal comments that only your team can see
Bulk Operations
Select multiple conversations and update status, assignee, or labels at once
Saved Filters
Create custom filter views and save them for repeated use
Typing Indicators
See when a customer is composing a message in real time
Let the system handle the repetitive stuff
Set up rules, macros, and AI bots that take action automatically - so your team focuses on conversations that need a human touch.
AI Bot for your Live Chat
Connect your own OpenAI or Anthropic API key to power an intelligent AI chatbot for your live chat. Built-in prompt injection protection ensures your bot never leaks sensitive data, no matter what end users try. The bot handles customer inquiries 24/7 and seamlessly hands off to your support agents when needed.
AI Training Hub
Feed your bot with your website, help center articles, PDF documents, and custom FAQ lists. The more it knows about your product, the better it handles customer questions autonomously.
Chat Triggers
Engage visitors proactively before they leave. Trigger targeted messages based on time on page, current URL, scroll depth, or visitor type -turn browsers into conversations.
Automation Rules
Trigger actions automatically when conversations are created or updated
Macros
Save a sequence of actions and run them all with one click
SLA Policies
Set response and resolution time targets - get alerts before they breach
Business Hours
SLA timers automatically pause outside your team's working hours
Auto-Assignment
Round-robin distribution of incoming conversations across your team
Conversation Workflows
Auto-resolve inactive conversations with custom timing and messages
Build a complete picture of every customer
Contact profiles, conversation history, custom data fields, and smart segmentation - all visible right next to the conversation.
Contact Profiles
Name, email, phone, company, and linked social accounts in one record
Contact Notes
Add internal notes to any contact for your team's context
Custom Attributes
Define your own data fields - text, numbers, dates, lists, or checkboxes
Smart Segments
Filter contacts by activity level, missing data, or conversation volume
Conversation History
See every past interaction with a contact at a glance
Pre-Chat Forms
Collect visitor details before a conversation begins
Data Import
Migrate contacts from other platforms or upload a CSV file
Numbers that help you improve
Track response times, agent performance, and customer satisfaction with built-in reports you can export anytime.
Conversation Analytics
Volume trends, resolution times, and status breakdowns over time
Agent Performance
Individual metrics for every team member at a glance
CSAT Surveys
Automatic satisfaction surveys sent across all channels when conversations resolve
CSV Export
Download any report as a spreadsheet for further analysis
Fits into your existing toolchain
REST APIs, webhook events, and native integrations to connect Deskwoot with whatever your team already uses.
Live Translation
Automatically translate incoming and outgoing messages in real-time across 29+ languages
Shopify Integration
View orders, products, and inventory right next to the chat. Contacts auto-sync with order history and spending data.
Stripe Integration
View payment history and subscriptions in the dashboard. Issue refunds with one click without leaving the conversation.
WooCommerce Integration
Sync orders, products, and customer data from your WooCommerce store. View order status and payment details in conversations.
Zapier Integration
Connect 5,000+ apps via webhook triggers. Auto-create contacts, send messages, or assign conversations when events happen in other tools.
Developer API
Token-based REST API with a built-in key management dashboard
Webhooks
Receive real-time event notifications at any URL, signed with HMAC-SHA256
Slack Notifications
Push new conversations and assignments to your Slack workspace. Configurable events and channel selection.
Widget Customization
Match the chat widget to your brand - colors, position, greeting, and more
Help Center
Publish articles and guides on a branded, self-service knowledge base
Campaigns
Send proactive messages to website visitors or existing contacts
Canned Responses
Reusable reply templates your team can insert with a shortcode
Dark Mode
Full dark theme across the entire application for late-night support shifts
Stay in control
Granular permissions across 20+ controls, custom roles, detailed audit trails, and two-factor authentication to keep your data safe and your team accountable.
Audit Logs
See who changed what and when - every action in your account is recorded
Role-Based Access
20+ granular permissions across conversations, contacts, reports, AI, and settings - enforced on every API route and UI element
Custom Roles
Create custom roles with hand-picked permissions and assign them to agents - built-in Administrator and Agent roles included
Two-Factor Authentication
Optional 2FA to add an extra verification step for agent sign-in
Cookieless Chat
EU-compliant chat mode with no cookies or tracking - privacy by default
Email Spam Filter
Auto-filter spam by blocked words and senders - comes with a default blocklist
Signed Webhooks
All outgoing webhook payloads include an HMAC-SHA256 signature for verification
Command Bar
Press Cmd+K to quickly navigate, search, and take actions from anywhere
How modern customer support features compound into operational savings
Most support teams are caught between two trends. Customer expectations rise faster than budgets. Support tickets get more complex, and modern customer support teams are expected to answer across multiple channels at the same time. The old playbook (hire more agents, connect a CRM, escalate repeatedly) does not scale.
Deskwoot's features are built to compound. The AI Bot resolves simple requests using your knowledge base as grounding context. The AI Copilot accelerates human agents on harder customer interactions. When the customer service software shows Shopify order data and Stripe billing inline in the conversation, agents resolve issues without switching tabs. Customers get answers without re-explaining the product or service they use.
The result shows up in metrics. Average response time drops, repeat inquiries fall, and CSAT rises. Across social media, chat, email, and WhatsApp the customer interaction shares one context, so the overall customer experience improves without cutting service options. Teams switching from Zendesk or Intercom typically report 20 to 40 percent less tool-switching and 30 to 50 percent faster new-agent ramp.
What modern customer support teams expect in 2026
Customer expectations have shifted in three ways. First, customers expect answers in minutes, not days. Even on email, teams that respond within an hour see markedly higher CSAT scores. Second, customers move between channels seamlessly and expect the agent to have the context. Third, self-service is preferred, but only when answers are fast to find.
This requires a combination of a unified inbox, an integrated knowledge base, and AI that helps customers find answers before a human is needed. Deskwoot ships this combination out of the box. Human agents can focus on more complex topics where judgment and empathy matter, while automation handles the repetitive queries.
A modern tool is the difference between treating support as a cost center and treating it as a revenue lever. With proactive messages on product pages, built-in CSAT measurement, and analytics that show where customers drop off, support becomes part of the growth plan. Product and service teams can use the same data to iterate on the product or service, closing the loop between customer feedback and roadmap.
Ready to see it in action?
Create a free account in under a minute and start handling customer conversations across every channel today.
Free forever plan · No credit card required · Set up in 60 seconds