Unify Every Customer Channel and Resolve More Contacts With Less Effort
Vera.Support brings every customer conversation — WhatsApp, Instagram, Messenger, Telegram, website live chat, and more — into one shared inbox, with an AI trained on your own scripts and knowledge base that answers, deflects, and routes around the clock.
Sound familiar?
Running a contact center means living and dying by SLAs, queue times, and abandonment rates while your workforce is stretched across shifts, channels, and — if you are a BPO — several clients at once. Volume spikes with no warning, an agent tabs between five disconnected tools to handle one customer, and the same order-status and reset questions eat the hours that should go to the contacts that actually need a human. Whether you answer for multiple clients or run an in-house customer-service desk, every minute a message waits is a frustrated customer, a breached SLA line, and a harder day on the floor. This page is about lifting that load.
Channels scattered across disconnected tools
Calls live in the dialer, WhatsApp on a phone someone keeps on the desk, Instagram and Messenger in two more apps, and website chat in a fourth window. Agents burn their shift alt-tabbing, copying context by hand, and dropping threads the moment a customer switches from chat to DM mid-conversation. Nothing is unified, so nothing is fully under control — and the customer feels every seam.
Routine questions swallow agent hours
Order status, password resets, opening hours, return policy, tracking links — your agents type the same answers hundreds of times a day. It is the bulk of your volume and almost none of it needs a human, yet it keeps trained people away from the complex contacts where they actually move a CSAT score. The repetition inflates average handle time, drags down occupancy, and quietly burns out your best agents.
After-hours and overflow contacts pile up
Customers message at midnight, over the weekend, and during exactly the spikes your staffing model never quite covers. When no one replies, the queue grows, response times slide past the SLA you committed to in the contract, and the first thing the morning shift inherits is a backlog and a customer who is already angry. Overflow you cannot staff for becomes overflow you cannot recover from — and a penalty clause you have to explain to a client.
Agents fly blind without conversation history
A customer chats on WhatsApp on Monday and calls on Wednesday, and the agent who picks up has no idea what was already promised. People hate repeating themselves, and every re-explanation stretches the call, frays the relationship, and dents your first-contact-resolution numbers. Handoffs between agents and shifts get clumsy, and the experience feels disjointed even when everyone on the floor is trying hard.
SLAs and queues are a black box until it is too late
By the time a supervisor notices that a channel is breaching SLA or that one client's queue is backing up, the abandonment has already happened and the client is already drafting the email. Volume, response times, and backlog sit in separate tools — or in nobody's view at all — so floor leaders react to fires instead of heading them off. You cannot manage what you cannot see in one place, in real time.
Quality and accountability are hard to prove
When a client asks what was promised, or a complaint escalates, the answer is buried in someone's personal app or a closed call no one logged. Without one searchable record across every channel, supervisors cannot coach consistently, audit fairly, or show a client exactly how their customers were handled. For a BPO that lives on renewals, accountability you cannot evidence is revenue you cannot defend.
How Vera.Support helps you
One shared inbox for every channel
Vera.Support pulls WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, Slack, LINE, WeChat, Zalo, Twitter/X, and website live chat into a single team inbox. Every contact lands in the same place no matter how it arrived, so agents stop alt-tabbing between disconnected tools and no thread is lost when a customer jumps from chat to DM. Smart routing sends each conversation to the right queue, team, or client account automatically, and replies go back out on whatever channel the customer used.
AI that deflects routine volume around the clock
Train the Vera AI on your own scripts, knowledge base, policies, and FAQs so it answers instantly at 2 a.m., on weekends, and through every volume spike your roster never covers. It replies only from the content you approve — it will never invent an answer — so it clears the order-status and reset questions that used to swallow agent hours. When a contact genuinely needs a person, it hands off the full conversation so your agent picks up in context, not from scratch, protecting handle time and SLA at the same time.
Saved replies and automations for repeat work
Build a library of approved, on-brand answers for your most common questions and fire a perfect reply in a couple of clicks, while automations clear predictable traffic on their own. Agents stop retyping the same lines, average handle time drops, and new hires reach full productivity faster because the script lives in the tool, not in their heads — which is exactly what you want when you are ramping a team for a new client.
Full conversation history in one profile
Every message across every channel attaches to a rich customer profile any authorized agent can open, so the person who chatted on WhatsApp yesterday is recognized instantly on today's call. No more asking customers to repeat themselves, no clumsy handoffs between shifts, and a complete searchable record whenever a supervisor or client needs to review what was said and promised — the backbone of higher first-contact resolution.
Live reports and visibility for supervisors
Assign conversations by team, skill, or client account, set agent roles and permissions, and watch volume, response times, and backlog across the whole operation from one screen. Supervisors see a queue backing up before it breaches SLA, audit any thread, coach from real examples, and show each BPO client exactly how their customers were handled — turning quality and SLA from a black box into something you can prove on renewal day.
Every customer answered in their language
The AI detects the language a customer writes in and replies naturally across dozens of languages, with no copy-paste into translation tools and no scramble to find the one agent who speaks it. Multilingual queues stop creating coverage gaps and uneven wait times, and every customer gets a clear, accurate answer in seconds — in the language they are most comfortable with — without you hiring a separate language desk for every market.
How it works
Connect your channels
Link WhatsApp, Instagram, Messenger, Telegram, and your website chat in a few guided clicks — no developer needed and no change to your existing numbers, accounts, or dialer.
Train the AI on your playbooks
Paste in your knowledge base, scripts, and policies, or upload the documents you choose, and the AI starts answering accurately from them within minutes — one channel or one client at a time.
Let agents focus on what matters
Routine and after-hours contacts resolve automatically, while your agents receive only the conversations that need a human — already in full context, so they pick up informed instead of cold.
Built for how you work
- Deflecting order-status and password-reset questions automatically
- Covering after-hours and weekend overflow without extra shifts
- Routing each conversation to the right queue or client account
- Loading full WhatsApp and chat history before an agent replies
- Answering multilingual queues without a dedicated language desk
- Auditing any thread for quality reviews and client SLA reporting
And there’s more
Everything else you get with Vera.Support, included in every plan.
Frequently asked questions
How much does it cost for a call center or BPO?
How long does setup take? We have limited IT resources.
Can it really unify calls, WhatsApp, Instagram, and chat in one place?
Will the AI invent answers or go off-script?
Is Vera.Support a fit for a multi-client BPO?
Will this replace our agents?
Our customers speak many languages. Can Vera handle that?
Are we locked into a contract, and is our customer data secure under GDPR?
Ready to end the chaos?
Unify your messages, automate the repetitive questions, and turn conversations into revenue — starting today.
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