Support and contact-centre software
ZYNTRAIL
Everything a customer has ever told you — on the phone, by email, in Messenger or WhatsApp — in one record, in the order they said it.
Why at all
The shared inbox lasts until about the fourth person
Two people answer the same email. A promise made on the phone lives only in the head of the one who made it. A customer writes in Messenger about something they already called about, and the person reading has no idea. Nobody is careless. The record is simply in six places and they do not talk to each other.
The fix is not more tabs. It is one record per customer that every channel writes into, and a deadline the system measures itself instead of somebody remembering it.
What ZynTrail does
Six things people stay for
One timeline per customer
Calls, emails, messages, notes, status changes, hand-overs. Open the customer and see the whole history instead of piecing it together from five windows.
The platform
Every channel becomes a ticket
The mailbox is read every 15 seconds. Messenger, Instagram and WhatsApp arrive by webhook and are threaded by sender. Calls come from the exchange. Everything lands in one queue.
The channelsDeadlines that do not move
The SLA policy sets the deadline by priority and only it drives the clock. An agent can promise the customer a later date. The promise is visible, but it does not clear the breach.
How deadlines workA phone that writes itself up
Answer in the browser, transfer, hold. Every inbound call opens its own ticket, answered or not, with the recording attached. The missed one is the enquiry that is easiest to forget.
Telephony
An assistant that reads your documents
It writes replies from the knowledge base and the files you uploaded, not from the internet. You decide whether it only suggests, sends after approval, or answers on its own in set hours.
The assistantOne company never sees another
Isolation is inside the database query itself, not a check after it. Every key you give us is stored encrypted with AES-256. Files open only through a short-lived signed link.
SecurityThe screens
Not add-on modules. Parts of one system.
Everything below shares the same customer record and the same sign-in.
How an enquiry travels
Five steps, whichever way it came in
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01
It arrives
An email in the mailbox, a message from a page or a number, or a call. Answered or not.
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02
It becomes a ticket
With a number that is yours (your first ticket is #1), an owner, a priority and a deadline from your SLA policy. A second message from the same person joins the open ticket instead of opening a new one.
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03
It reaches the right person
Routed to a department, picked up by an agent, escalated if it stalls. The team gets a notification in Telegram or WhatsApp, so nobody has to watch the screen all day.
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04
The reply leaves the way the question came
A reply on a WhatsApp ticket goes out as WhatsApp, on an email ticket as email. Outbound messages wait in a delivery queue; they are not fired and forgotten.
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05
It closes and the customer says how it went
The customer sees their ticket and rates it through a personal link. No registration.
See it against your own case
Tell us how many people answer customers and which channels the enquiries arrive on. We will show you the same screens your team will work in, with your case rather than a demo script.
Every plan starts with 30 days of full access to the product, every feature included.