Help Desk
Help Desk is Conviso’s support product: a unified inbox for customer conversations, an optional AI first responder, and proactive Signals from your CDP events and segments.
Marketing campaigns, broadcasts, and people still live in Engage. Help Desk is a separate app in the same workspace.
How it fits with Engage
| In the product | What it means |
|---|---|
| Engage chip | Campaigns, people, segments, messaging providers |
| Support chip | Help Desk inboxes, AI agent, Signals |
| Navbar on Support routes | Group label Help Desk |
The Support chip appears only when Help Desk is enabled for the organisation and this workspace is linked to a help desk. A workspace can belong to only one help desk.
What you can connect
Live channels:
- Web Widget — paste a script on your site
- Email — forward
support@mail to Conviso - WhatsApp — attach an Engage WhatsApp provider
See Help Desk integrations for copy-paste setup.
What operators use
- Omni Channel — email and WhatsApp threads
- Support → Conversation — web widget chats
- AI Agent — persona, knowledge base, handoff to humans
- Signals — rules on CDP events and segments
- Home / My stats — volume, AI resolution, SLA, CSAT (when enabled)
- Customers — people who have contacted this help desk
Get started
- Enable Help Desk and create a help desk.
- Connect the web widget (or email / WhatsApp).
- Send a test message and open the matching inbox.
- Optionally configure the AI agent.
Entitlement
If you do not see Help Desk Integration on workspace Integrations, Help Desk is not available for the organisation yet. Contact Conviso to enable it.