One queue for calls, chats, handoffs, and follow-up.
Kelvia brings voice calls, WhatsApp, Telegram, webchat, requests, and AI handoffs into an operating workspace with ownership, status, priority, and SLA-aware routing.
Calls + chats
Customer work in one queue
AI / human
Clear conversation ownership
Priority + SLA
Due dates and escalation paths
Operations queue
Live work across channels
Human handoff requested
Customer asked for billing help after the AI summary.
Status
waiting_human
Priority
urgent
Owner
Support team
Booking change
Returning customer wants to move tomorrow's appointment.
Status
active
Priority
high
Owner
Marta
After-hours request
Sales route moved to fallback group by policy.
Status
escalated
Priority
normal
Owner
Fallback group
What lands in the inbox
The inbox is not another channel. It is the place staff use to resume the work created by channels, conversations, requests, and handoffs.
Calls that need follow-up
Missed calls, summaries, transfer outcomes, and handoff requests can become visible operational work.
Chat conversations
WhatsApp, Telegram, webchat, and Instagram conversations keep history with customer, AI, staff, and system roles.
Requests and routing queue
Department or staff routes can carry priority, due dates, assignment policy, and escalation metadata.
Business events
Appointments, qualified leads, intake, and handoff events give staff structured context instead of free-text hunting.
How staff resume after the AI escalates
The AI saves the conversation and marks it as waiting for human or escalated.
The queue shows ownership, status, priority, due time, channel, and recent context.
A staff member takes or receives the item, replies with history visible, then closes it or hands it back to automation.
Priority and SLA routing for teams
Business-grade routing adds department policies, direct or team assignment, fallback groups, manager escalation, and recalculated SLA due times when priority changes.
- Urgent support can be promoted across any source channel.
- After-hours department requests can move to a fallback group.
- Overdue items escalate through direct, team, fallback group, and manager tiers.
Plan fit
Inbox and conversation visibility support daily channel operations. Advanced request queue, priority routing, webhooks, and richer automation belong in Business workflows.
Give the team one place to pick up the work.
Start with the channels you already use, then route follow-up through a queue your staff can actually operate.