Meet the customer on their channel
Embed web chat or connect WhatsApp Business, SMS, and other messaging. The agent uses the same business knowledge as voice.
AI Chat Agents
AI Chat Agents for Web, WhatsApp & SMS Customer Service
VOICERAcx AI chat agents automate customer service on web chat, WhatsApp, SMS, and related messaging channels. They share knowledge with voice agents so customers get the same answers whether they type or call.
- Web, WhatsApp, SMS, and messaging aligned with voice strategy
- Knowledge grounding and transcripts for QA
- Human handoff into the same contact-center workspace
3+
Digital channels
Shared
Knowledge with voice
Human
Handoff in-thread
CRM
Write-back ready
Overview
Digital channels need grounding, escalation, and CRM write-back — not a widget that dumps FAQ links. Chat agents sit in InteractFlow journeys and the contact-center workspace so a WhatsApp thread can continue with a human without losing context.
What you get
Built for real customer conversations
- Web, WhatsApp, SMS, and messaging aligned with voice strategy
- Knowledge grounding and transcripts for QA
- Human handoff into the same contact-center workspace
- CRM and workflow actions through InteractFlow
How it works
From first contact to a finished action
Resolve or collect context
Handle status, FAQs, and simple transactions. Capture intent and identifiers so a later voice call or agent transfer is not a cold start.
Escalate with continuity
When the chat needs a person, transfer into the contact-center workspace with the thread intact.
Use cases
Where teams put this to work
Website live chat
Qualify leads, answer product questions, and book demos without making visitors wait for business hours.
WhatsApp customer service
Notifications, two-way support, and rich media where WhatsApp is the default channel for your market.
SMS support
Short, reliable threads for reminders, OTPs alongside your auth flow, and status updates — within carrier and consent rules.
Retail and hospitality messaging
Orders, reservations, and peak-season deflection that matches the same brand voice as your call center.
Details that matter
Implementation, systems, and operating reality
Channel-specific workflows
Web chat is session-based and easy to embed. WhatsApp and SMS have template, consent, and throughput limits — campaigns and alerts must respect those rules. We implement the channel you actually operate, not a generic “omnichannel” slogan.
Grounding, transcripts, and analytics
Replies should come from your knowledge and systems of record. Transcripts support QA and coaching. Analytics sit with the contact-center layer so chat is not a silo next to voice.
Voice and chat together
Customers switch channels. Pair this page with AI voice agents so the same identity and history can follow them from WhatsApp to a phone call.
Keep exploring
Related products and guides
FAQ
Frequently asked questions
- What are AI chat agents?
- They are conversational agents that resolve text interactions on web, WhatsApp, SMS, and similar channels. VOICERAcx chat agents share knowledge with voice agents and can hand off to humans in the contact center.
- Do WhatsApp and SMS have limits?
- Yes. Carriers and WhatsApp apply consent, template, and throughput rules. Implementations must follow those limits; a demo can map what is allowed for your numbers and region.
- Can chat escalate to a live agent?
- Yes. Escalation keeps the thread and intent so the agent does not ask the customer to start over.
- How do chat agents connect to CRM?
- Through InteractFlow and contact-center integrations, including Salesforce, HubSpot, Zendesk, and webhooks, so chats can create or update records.