UniversalFlow designs the conversation. UniversalInbox is where your team takes it over. SupportBuddy writes the first draft of the reply. One knowledge base sits behind all three.
The thread and the customer carry across every stage, and all three answer from the same knowledge base. Nothing is re-asked and nothing is re-typed.
UniversalFlow
Design the conversation
Lay out what it asks, what it answers and where it branches. One flow deploys to every channel at once.
UniversalInbox
Hand over cleanly
When the flow reaches the end of what it can do, it pauses and passes the thread to a shared queue. One person owns it, everyone can see it.
SupportBuddy
Answer with help
The reply is drafted before your team starts typing, pulled from your knowledge base.
What each part does.
You can start with any one of them. They are worth more together, because they share the same conversation and the same knowledge base.
UniversalFlow
The design surface and the channel connections. You lay out the conversation once and deploy it to webchat, Intercom, WhatsApp and Telegram. Every conversation on the platform starts here.
UniversalInbox
The shared queue your team works from. Conversations arrive with the whole thread attached, one agent claims each one, and the flow steps aside while a person is replying.
SupportBuddy
Drafted replies grounded in your knowledge base. It is part of UniversalInbox, and it also runs inside Intercom as a Chrome extension for teams who work there.
UniversalKnowledge
The wiki, documents and links your answers come from. Your flows search it, SupportBuddy drafts from it, and a wiki can go public as a help centre your customers read. One place to correct an answer, wherever it appears.
