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. Assignments, internal notes, and live takeover 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 — no toggling between tools.
Smart routing and assignment
Route by topic, channel, or customer tier. Assign automatically by workload or manually to a specific agent.
Internal notes and context
Leave private notes on any conversation. When the AI hands off, the full exchange — including what the AI 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.
Saved views and filters
Build custom views by channel, status, assignee, or tag so every team member sees exactly what they need to work.
Collision detection
See when a teammate is already viewing or replying to a conversation so you never send duplicate responses.
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.