One shared inbox
Questions from messaging apps, email, marketplaces and website chat arrive in a common workspace.
Take every question toward a resolution
Bring messages from different channels together, add AI and help customers as one team. History, knowledge and ownership stay close to the conversation.
For your team
AI alongside your team
It answers using your knowledge, prepares drafts and hands difficult questions to a person.
Clear ownership
Assignments, internal discussions and reviews show who is handling a question and how it was resolved.
What Tygy can do
Conversations
Customers use different channels. Your team works together.
Connect the channels you need and reply from one workspace. Conversation history, customer details and the assigned agent sit alongside the shared queue, teams and filters.
- Find conversations by message text, customer, channel and tags.
- Save useful filter combinations for everyday work.
- Discuss questions in internal notes and bring colleagues in with mentions.
AI operator
From routine answers to useful drafts
Choose where AI replies on its own and where it prepares a draft for a person. Set instructions, knowledge sources and topics that should go to your team.
- Connect your knowledge base and documents with your policies and terms.
- Try real customer questions in the sandbox before launch.
- Hand a question to a person when AI lacks the knowledge or human involvement is needed.
Team knowledge
A useful answer can help again
Keep your instructions in a knowledge base. Enable self-learning so human replies from closed conversations and reviewer corrections can help expand the knowledge available to AI.
- Edit articles and choose the sources each AI operator can use.
- Review knowledge learned from conversations and open the original discussions.
- Find questions that lack an answer and fill gaps in the knowledge base.
Scenarios
Give the right question to the right person
Build rules visually around channels, business hours and teams. Distribute conversations in rotation or by workload, and decide what should happen when a reply is taking too long.
- Route conversations to a team or a specific owner.
- Account for agent availability and use AI as a fallback when needed.
- Configure actions when an agent or customer has not replied for a set time.
Ways to work
Keep support close — even in Telegram
Telegram Desk lets your team work on conversations in Telegram group topics. Staff continue the shared customer conversation, while settings and advanced tools remain available in the web interface.
- Handle customer questions in separate group topics.
- Reply to the customer's connected channel from Telegram.
- Return to Tygy for knowledge, customer records and reports.
Telegram Desk
Order delivery
Contract question
Service setup
Hello! Could you confirm the delivery time?
Assigned to agent · Helen
Hi Anna! I will check with the delivery team and get back to you.
Customer profile · Mini AppConversation history · Notes · Saved replies
Reply to customer…
How it works
One question, a clear path to an answer
For example, a customer asks about delivery. Tygy keeps the context at each step, even when AI and several colleagues help with the question.
Receive
A message arrives from a connected channel in the shared inbox.
Understand
AI looks in the knowledge sources, or the team asks for more detail.
Resolve
The owner involves colleagues, replies to the customer and closes the question.
Improve
Ratings and a review of the closed conversation help improve answers and knowledge.
An example process. Configure rules, owners and message content to suit your team.
Everyday tools
Tools for the team and its managers
Three views of quality
Compare feedback from the customer, AI and a reviewer. Investigate conversations that need attention and leave feedback for the agent.
Speed and workload
Track first response time, new and resolved conversations, channel volumes and busy days and hours.
Translation in the conversation
Read incoming messages in your language and send a translated reply to the customer. Translation uses AI tokens.
Access by role
Configure access to sections and conversation visibility: an agent's own, their team's or the company's conversations.
Customer context
Open previous conversations, notes and the customer's company details before asking for information you already have.
Useful notifications
Receive assignment, mention and customer reply notifications; choose your personal settings and Do Not Disturb mode.
Support
Questions and answers
Can staff check AI replies before sending them?
Yes. AI can prepare drafts for staff to review and send. If you enable autonomous replies, configure the knowledge sources, instructions and rules for handing a question to a person.
How do we prepare AI for our customers' questions?
Connect your knowledge base and current documents, set instructions and try real questions in the sandbox. It shows the answer and sources used, as well as situations where AI would hand the question to a person.
Does AI automatically learn from every conversation?
Self-learning must be enabled. It periodically processes human answers from closed conversations and accounts for reviews and corrections. You can inspect the resulting knowledge, while unanswered questions help identify gaps in the knowledge base.
How is Telegram Desk different from connecting Telegram?
A connected Telegram bot is a channel customers write to. Telegram Desk is the staff workspace inside a Telegram group: its topics let the team handle conversations from connected channels.
Can we distribute questions between several teams?
Yes. Scenarios can assign a team and owner, account for business hours and distribute conversations in rotation or by workload. Internal notes and mentions help pass context to colleagues.
Try it with your team's questions
Connect your first channel, invite colleagues and see how Tygy helps take a conversation from the first message to a resolution.
14 days free · No credit card required