Bookbag's help desk is built for hybrid support. The AI agent handles the bulk of incoming tickets across every channel, and conversations that need a human are routed to the right agent with context intact. A dedicated full-screen Help Desk workspace, assignments, internal notes, live takeover, and real-time translation mean your team can move fast without losing the thread.
What you get
Unified inbox across every channel
Chat, email, WhatsApp, Instagram, and Facebook Messenger all land in one queue — in a dedicated Help Desk workspace, no toggling between tools.
Smart routing and assignment
Auto-assign by balanced workload or round-robin, respect agent schedules and shifts, and email the assignee the moment a ticket lands on them.
Internal notes and context
Leave private notes and @mention teammates. When the AI hands off, the full exchange — plus an AI-written summary of what was tried — is right there.
Live takeover in one click
An agent can jump into any conversation mid-flight. The AI pauses; the human takes over with complete history, then hands it back when done.
Saved views and filters
Build personal or shared views by channel, status, assignee, or type so every team member sees exactly what they need to work.
Real-time translation
Customer messages are auto-translated into your team's language with one-click Show original, and AI compose sends your reply in the customer's language.
How it works
- 1All incoming tickets land in the shared inbox regardless of channel
- 2The AI resolves tickets it can handle and flags the ones it cannot
- 3Routing rules assign remaining tickets to the right human agent
- 4Agents use full context, internal notes, and AI-drafted replies to respond fast
- 5Resolved tickets feed back into analytics to track team and AI performance
Frequently Asked Questions
See the platform in action
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.