How to Build Your Own Kayako

Collect visitor information before chat starts to qualify leads and route appropriately.

Seamlessly transfer live chats between agents or to another department.

Screen-sharing capability for agents to guide customers through website features.

Real-time chat widget for engaging customers directly on your website.

Support customers via email, chat, social media, and messaging apps in one interface.

Organize agents into teams with specific permissions and workload distribution.

Moderated community space where customers can help each other and share solutions.

Tailor ticket forms with custom fields to capture company-specific information.

Comprehensive view of customer history, preferences, and interactions across all channels.

Convert customer emails into support tickets automatically via email forwarding.

Perform operations on multiple tickets simultaneously for improved efficiency.

Pre-written response templates to accelerate agent reply times.

Real-time alerts when multiple agents are working on the same ticket.

Native iOS and Android apps for managing support tickets on the go.

Advanced search and filtering capabilities to quickly find specific tickets and conversations.

Allow customers to rate individual chat conversations for quality feedback.

Post-interaction surveys to measure customer satisfaction and collect feedback.

Customizable dashboards showing team performance, resolution times, and satisfaction metrics.

AI analyzes customer messages to detect emotion and priority level automatically.

Intelligent bot that handles routine inquiries and automates initial customer interactions.

AI suggests relevant knowledge base articles to agents and customers automatically.

Automated workflows that trigger actions based on ticket conditions.

Visual tool to create complex automation workflows without coding.

Complete record of all system activities for compliance and security monitoring.

Granular permission settings to control what different user roles can access.

Enhanced security with optional two-factor authentication for user accounts.

REST API for custom integrations and building solutions on top of Kayako.

Real-time event notifications to trigger actions in external systems.

Apply company branding to chat widget, portal, and customer-facing interfaces.