AI customer service across every channel: chat, email, SMS and social media

Your customers decide where to reach out – on your website, by email, by SMS or on social media. Here's how one AI agent can answer in every channel at once, without your team losing the overview.

Customers pick the channel – not you

A customer on the bus with their phone will message you on Instagram or Messenger. Someone at work writes an email. Someone standing outside your store wondering about opening hours uses the chat on your website. None of them think about which channel suits your business best – they use whatever is closest.

For the business, that means four or five separate inboxes to keep up with. Email gets checked a few times a day, Facebook messages whenever someone remembers, and the website chat often sits unstaffed after four o'clock. The result: customers who wait, and a team that spends more time hunting for inquiries than answering them.

One AI agent, every channel

With Otal, the same AI agent answers everywhere. It is trained on your website content and the knowledge base you build, and gives the same answer whether the question arrives in the chat, by email, by SMS or in an Instagram message. The customer never notices a difference between channels – and you don't have to maintain four separate systems.

The chat widget goes on your website with a few lines of code. Email connects through forwarding from your existing support address. SMS works with your own number via Twilio, and Facebook Messenger and Instagram connect in two clicks. Everything lands in the same inbox.

Automatic replies or AI drafts?

Not every business wants the AI answering entirely on its own from day one – and it doesn't have to. In Otal, you choose per channel whether the AI replies automatically or drafts a reply for your team to approve before sending. Many start with drafts on email and automatic replies in chat, then adjust as they see how accurate the AI is.

The AI also knows your business hours. Outside working hours it never promises a quick reply from a human – instead, it tells the customer when the team will be back.

When a human takes over

Good AI customer service isn't about removing people – it's about using them where they're actually needed. When a customer asks to speak with someone, or when the AI can't give a confident answer, the conversation is handed to your team with the full history in place. No customer should have to repeat themselves because the conversation switched channels or moved from machine to human.

How to get started

Start with the channel your customers already use – for most, that's the chat on your website. Then connect email, SMS and social media at your own pace. Setup takes minutes, not weeks, and you can try Otal free for 14 days with no credit card.