A customer service system where no request gets lost
One inbox for all your channels, tickets with priority, owner and status, and analytics that show what is going on. Your team replies and tkana organises the rest, and if you want, the agent replies for you.
Full access for 14 days ✦ No card needed
Faster service for your customers, and a team focused on what matters
Everything your service team needs, in one place
All your channels in one inbox
WhatsApp and website chat in one place, with clear roles and permissions for every team member.
Answers from your own knowledge
One knowledge base the assistant answers from accurately, in your customers' dialect, handing over to the right team with a summary when needed.
Tickets with summaries and next steps
Every request has a priority, an owner and a status, with a ready summary and a suggested next step, from first message to closure.
Analytics that show what is happening
Top contact reasons, the share resolved automatically and first response time, on one dashboard.
For managers
Know what is happening in customer service without asking anyone
Ask the assistant about your team
How many tickets are open? Which are the most urgent? Ask the assistant inside the platform and it answers from your data and sorts the tickets for you.
One performance dashboard
Conversations, first response time, resolution rate, escalations and time saved, compared with the previous period.
Why your customers get in touch
The most frequent contact reasons, pain points and customer sentiment, so you fix the cause instead of putting out fires.
Team, roles and permissions
Assign tickets to owners, set what each member sees, and follow every request on one board.
The Customer Service package, set up for your sector
Customer service for clinics
Patients' questions about prices and appointments land in one inbox, an appointment request becomes a ticket on the front desk's board to confirm, and a complaint goes to the person in charge with its summary. From the first week you see what your patients ask about most. If you switch on the agent, it answers from the clinic's knowledge base in their dialect.
One inbox
WhatsApp and your website chat in one place, and each member sees what their role allows.
Tickets with priority and owner
Every request becomes a ticket linked to the conversation, with a subject, priority and owner, and the customer is notified when it is resolved.
A summary for every conversation
tkana summarises the conversation and suggests the next step, so anyone on the team picks up where a colleague stopped.
An agent when you are ready
Switch on the agent to answer from your knowledge base and route to the right team, or let your team reply while tkana organises the rest.
For large organisations
Customer service built for large organisations
We connect tickets to your systems, set permissions per team and branch, and an account manager stays with you from day one.
We also have private solutions for large organisations that we show in a one-to-one meeting.
Full control of when the agent replies and when your team steps in
Start by observing. Set the escalation rules. Give every member their permissions.
Escalation rules in your hands
Three cases are always on: a request for a person, a complaint or legal matter, and a financial decision. You add: escalate after one, two or three failed attempts, criteria specific to your business, and the tag added to the customer.
Observe before replying
Connect your number and tkana starts in Observe mode: it reads every conversation, summarises it, classifies contact reasons and opens internal tickets for your team, without talking to your customers. When you are ready, switch the agent to 'Replies' in one click.
Permissions for every member
Built-in roles, and roles you build from a matrix of 15 areas by four actions: view, create, update, delete. Who sees billing and who replies to customers is your call.
The human hold window
When someone on your team replies, the agent pauses on that conversation for 24 hours. Extend it up to a week, or hand it straight back with 'Assign to AI'.
Built on the tkana platform
The three packages work as one
Same number, same inbox, same customer card. The opportunity marketing opened is qualified by sales, and the request that comes after the sale is handled by customer service, with nothing copied or re-entered.
Marketing
Segments, analytics and campaigns from your customer conversations
Segments from their conversations, analytics that show what matters to them, and campaigns you launch from tkana or from any ad platform you use.
Learn moreSales
Turn every enquiry into a sales opportunity
Every inquiry lands in the right place, and no follow-up slips. Your team replies itself while tkana keeps track, or the agent replies, qualifies the customer and hands them over ready.
Learn moreCustomer Service
A customer service system where no request gets lost
One inbox for all your channels, tickets with priority, owner and status, and analytics that show what is going on. Your team replies and tkana organises the rest, and if you want, the agent replies for you.
Coexistence with WhatsApp Business
Connect the number you already have, and lose nothing
tkana works alongside the WhatsApp Business app on the same number. Keep using your phone the way you do today, and everything comes with you.
Same number, same app
No new number, and no leaving the WhatsApp Business app. Messages show in both.
Your data comes with you
Your contacts and past conversations come into tkana the moment you connect, so you start with your customer history.
A report as soon as you connect
We analyse your past conversations and give you a report: why your customers get in touch, and what frustrates them most.
Enterprise-ready platform
Your customer conversations are safe, and your team controls every step.
Your customer data is yours
Conversations, tickets and the knowledge base are isolated per organisation, encrypted in transit and at rest, and never used to train public models.
The agent does not guess
It answers from your knowledge only, and when the answer is not there it says so and escalates to the right team. It never promises a resolution time and never exceeds the permissions you set.
Frequently asked questions
What is the Customer Service package?
A package that answers repeated questions from your company's information on WhatsApp and your website, opens tickets for requests that need your team, escalates to the right team when needed, and shows you what is happening on one dashboard.
Where does the agent get its answers?
From your knowledge base: files you upload, FAQs you write, your website content and general guidelines. Offers carry an expiry date and are ignored after it. When the answer is not there, it says so and escalates instead of guessing.
When does it hand the conversation to my team?
When the customer asks for a person, when it is a complaint, a legal matter or a financial decision, or after the number of failed attempts you set. The conversation turns 'Escalated' with the reason, your team gets an email, and takes it over from the inbox.
How do tickets work?
The agent opens the ticket with a subject, category, priority and request number, linked to the conversation. It shows on your team's board in the 'New' column, you drag it across the columns, and when you resolve it the customer gets a 'request resolved' notice on WhatsApp in their language.
What happens to a conversation when the customer goes quiet?
After 30 minutes with no messages the agent reviews it, and if it is confident the conversation is over it closes it with a summary and a reason. If the customer returns within 30 minutes the same conversation reopens where it left off. An escalated conversation, or one held by a staff member, is never closed automatically.
What do I see on the analytics dashboard?
Conversation count, the share resolved by the agent, first response time, escalation rate, time saved, sentiment, channels, and the top contact reasons and top customer pain points. For today, 7 days or 30 days, in your organisation's timezone.
What happens after the free trial?
You pick the package on the pricing page and carry on with the same number, knowledge base and tickets. The included credits cover about 600 conversations a month, and seats for your team are not metered.
Start today and see the result on your real conversations
14 days of full access with no card, or a tailored demo with our team.