Platform features
Everything a small team needs to run support with AI.
Customer Threads, AI assistance, internal Tasks, visual Automations, and Insights in one support workspace.
One inbox for every channel
Email, WhatsApp, and Live Chat — one thread, one customer, one timeline.
- Email, WhatsApp, and Live Chat in one shared inbox
- Live chat widget you embed on your website in one line
- Merged identity across channels — one customer, one history
- Full timeline including AI activity traces
Threads that organize themselves
AI triage assigns labels, priority, and team routing before a human opens the Thread.
- Auto-labeling: built-in and custom labels
- Priority detection from urgency cues (VIP, outage, refund)
- Team routing via rules (label, channel, customer tier)
- Reasoning trace shown in-thread for transparency
Repeat questions answer themselves
Auto-resolve only replies when it has a source to cite. No source, no reply.
- Review eligibility and handoff rules before enabling auto-resolve
- Grounded in your knowledge base
- Source references support review of generated answers
- Escalates on ambiguity
An in-thread assistant for agents
The sidekick summarizes context, drafts replies, and proposes the next action.
- Thread context with summary, intent, and key facts
- Draft replies in your brand voice (configurable per AI Agent)
- Suggested next action (close, escalate, wait for customer)
- Related knowledge-base articles surfaced inline
Automations that follow your process
Build visual workflows to route Threads, apply conditions, and keep routine work moving.
- Start from a template or build your own workflow
- Automatic, scheduled, and manual triggers
- Branch on conditions, then assign, label, or update a Thread
- Save drafts, publish when ready, and inspect run activity
- After-hours email acknowledgements through a workflow you publish
After-hours acknowledgement
PublishedFalse · End workflow
Tasks that keep follow-ups moving
Give internal work an owner and a due date, with the customer conversation close at hand.
- Create standalone Tasks or link them to one or more Threads
- Track owners, due dates, priorities, and custom statuses
- Keep checklists, private attachments, and message evidence together
- Filter work by team, assignee, status, and due date
- Thread and Task statuses stay independent
Investigate password reset delivery
Description
A customer has not received their password reset email. Check delivery logs, reproduce the issue, and document the outcome before following up.
Checklist 1/3
Insights you can act on
See what needs attention, compare activity across periods, and drill into the records behind the numbers.
- Support, Teams, SLA, Channels, and Customers reports
- AI, Knowledge, Automations, and Tasks reports
- Custom date ranges, period comparisons, and record drilldowns
- Export report data and metric definitions as CSV
- Workspace reports available to Owners and Admins
Insights
- Created Threads
- 128
- Resolved
- 96
- Open today
- 24
- First response
- 8m 24s
Thread activity
Created Threads in the selected period
Daily
Current period
Threads by channel
View breakdown
| Channel | Threads | Share |
|---|---|---|
| 64 | 50% | |
| 40 | 31.25% | |
| Live chat | 24 | 18.75% |
Knowledge base, teams, SLAs, and integrations
Write articles once, route work by team, define SLAs, and connect your stack.
- Markdown KB with draft/publish workflow
- Team queues and business hours
- Canned responses with /shortcuts
- Public help center on Business+ with SEO-ready article URLs
Complete your support workspace
Explore the foundations that connect your knowledge, customers, and team.
- Knowledge baseGive every answer a shared source.
- TeamsClear ownership for every handoff.
- SLA policiesMake response expectations visible.
- Canned responsesWrite it once. Make each reply your own.
- Customer contextKnow the customer behind the message.
- IntegrationsConnect the tools behind the conversation.
- Workspace accessGive each teammate the access they need.
Frequently asked questions
Protodesk supports email, WhatsApp, and live chat in one shared customer support inbox. That means support teams can see a customer's full conversation history across channels, route tickets to the right teammate, and use AI triage or AI drafts without leaving the workspace. It is useful for SaaS, ecommerce, agencies, and product-led teams that support customers in more than one place.
Threads hold customer conversations. Tasks track internal work with owners, due dates, checklists, and private evidence. A Task can stand alone or link to multiple Threads; linking does not synchronize status or grant access.
An Owner or Admin can publish an Automations workflow that checks the workspace business hours and sends a fixed email acknowledgement. This email-only action uses a customer cooldown and no AI credits. It is not enabled automatically.
Owners and Admins can view workspace Insights, compare periods, drill into records, and export CSV reports. Activity uses the selected date range; current workload and inventory describe the current snapshot.
Business hours use one workspace timezone and weekly schedule. Starter includes a basic default SLA; Pro and above add targeted policies and escalation. Per-team schedules and holiday calendars are not supported. After-hours email replies require a separately published Automations workflow.
Protodesk auto-resolve is designed for routine support questions where the answer can be grounded in your approved knowledge base or saved workflows. Guardrails, escalation rules, and source-aware responses help prevent unsupported answers from being sent to customers. If a ticket is sensitive, unclear, high-risk, or missing a reliable source, it can stay with a human teammate instead of being resolved by AI.
AI credits measure model-powered actions inside Protodesk, including AI triage, reply drafts, ticket summaries, customer context refreshes, and auto-resolve attempts. Each plan includes a monthly AI credit allowance so your team can forecast usage more easily than with surprise per-resolution pricing. Manual support work like reading, assigning, and replying without AI does not consume AI credits.
Every new workspace starts on a 7-day Pro trial with all Pro features enabled, including AI triage, reply drafts, auto-resolve workflows, and 300 AI credits. You do not need a credit card to start. The trial is meant to let your team connect an inbox, test real support conversations, and understand how AI customer support automation fits your workflow before paying.
Try Protodesk free for 7 days
Connect your first inbox, invite your team, and see AI triage, sidekick drafts, and auto-resolve with 300 trial credits. No credit card required.