Social message connectivity.
Every channel funnels into one intelligence layer — route, classify, and resolve at scale.
Six channels, one signal layer
Messages from every channel converge into a unified intelligence hub for classification and routing.
Signal
Layer
SMS
WEB CHAT
VOICE
SOCIAL MEDIA
From raw message to routed decision
Every message is classified, enriched with context, and routed to the right handler in milliseconds.
Message In
Raw signal from any channel
Intent Classification
NLU determines purpose and urgency
Context Assembly
Pull history, profile, prior threads
Routing Decision
Policy engine picks the handler
Agent / Human
Resolved by AI or escalated
Trust built into every message
Consent, abuse detection, rate limiting, and PII redaction are enforced before any message reaches a handler.
Consent boundaries
Explicit opt-in tracking across every channel. Messages only flow through approved paths.
Abuse detection
Real-time pattern analysis flags harassment, spam, and adversarial inputs before they reach handlers.
Rate limiting
Per-user and per-channel throttling prevents flood attacks and protects downstream services.
PII redaction
Named entity recognition strips sensitive data before storage and logging. Reversible for authorized reviewers.
From AI to human — seamless escalation
Most messages resolve autonomously. When they don't, the handoff preserves full context.
AI handles
Automated response with confidence check
Escalation trigger
Low confidence, sensitive topic, or user request
Human review
Agent receives full context and thread history
Resolution
Outcome logged, feedback loop closed
Connect your channels to one intelligence layer.
Tell us which channels matter. We build the intake, routing, and safety layer.