Thirteen ways in. One queue, one memory, one policy.
Voice, WhatsApp, web chat, your app, email, website forms, social, the dealer portal — even the vehicle or device itself. Every channel lands in the same inbox, on the same case, answered by the same AI agent in the voice that channel needs.
Three channels in depth. Ten more on the same case.
The same agent, the same facts — in the right register for each channel.
Most omnichannel tools give you one inbox and a different bot per channel. Settl runs one agent behind all of them: the same retrieval over your policies, the same live lookups, the same actions and the same audit trail.
What changes per channel is the writing. A phone answer is two short spoken sentences. WhatsApp gets short lines. Email greets the customer by name and signs off. A public reply on X stays under 260 characters and waits for approval.
Each channel gets its own policy, not a global on/off switch.
Decide channel by channel how much the AI does on its own. Start everything in copilot mode, and switch a channel to autonomous when the judge scores say it's ready.
- Autonomous — replies directly and hands off when it should.
- Draft — writes the reply; a person approves it. Built for public posts.
- Copilot — drafts a private note for your team instead of replying.
- Triage — never replies. Legal notices are classified, linked and escalated.
- Proactive — reaches out first when a device or vehicle reports a fault.
Customers never have to repeat themselves.
Settl recognises the customer from their phone number, email address, social handle or the VIN on the alert. A WhatsApp message, a tweet and a phone call about the same problem become one case, so when they call and say “I messaged you on WhatsApp”, the agent already knows everything.
Calls answered in about a second
Speech-to-speech in English, Hindi and Hinglish, with warm transfer on the same call.
WhatsApp, web and in-app chat
Connect your WhatsApp Business number through Meta, Gupshup or Twilio; embed chat with one script.
Any support mailbox
Read and answered over IMAP and SMTP, threads and attachments kept on the case.
Instagram DMs, X, community
Private replies go out; public ones wait as drafts for a person.
Dealer and service portals
Partner updates land on the customer's case and are rewritten for the customer.
Vehicle and IoT alerts
A fault code opens the case before the customer notices, and the customer hears from you first.
Frequently asked
What does omnichannel customer support mean?
It means every channel a customer uses — phone, WhatsApp, chat, email, social — feeds one shared queue and one customer history, so any agent (human or AI) sees the whole conversation no matter where it started. Multichannel just means being present on several channels; omnichannel means they are connected.
Which channels does Settl support?
Voice calls, WhatsApp, website chat, in-app chat, email, website forms, Instagram DMs, X, community forums, dealer or partner portals, legal and consumer-forum notices, vehicle or device alerts, and internal notes. WhatsApp and phone numbers connect through your existing provider.
Do I need a separate bot for each channel?
No. One agent serves every channel. You configure reply policy per channel, and the agent adapts its writing to the channel automatically.
Can we keep humans in charge of some channels?
Yes. Any channel can run in copilot mode, where the AI only drafts private notes, or triage mode, where it never replies at all.
Is the inbox self-hosted?
It can be. Settl's inbox is built on open-source Chatwoot and the whole stack can run on your own infrastructure.