Question 1

Which channels does Geta.ai's Shared Inbox support?

Accepted Answer

Geta.ai's Shared Inbox unifies WhatsApp Business and email into a single workspace. SMS is outbound-only and does not appear in the Shared Inbox. All supported channels show the same contact record and conversation history, so agents never need to switch applications or ask customers to repeat information.

Question 2

How does AI handoff to human agents work?

Accepted Answer

When the AI Agent determines a query exceeds its configured scope, or when a customer explicitly requests a human, it escalates the conversation to the Shared Inbox with full context attached. The assigned agent sees the entire AI conversation, the contact's CRM profile, and any relevant order or account data before sending their first message.

Question 3

Can we configure custom SLA rules?

Accepted Answer

Yes. Geta.ai supports fully configurable SLA policies by channel, customer tier, query type, and team. You set first-response and resolution targets independently. Automatic escalation rules notify supervisors and reassign tickets before SLA breach, giving you a warning dashboard, not a post-mortem.

Question 4

How does team assignment and routing work?

Accepted Answer

Geta.ai supports round-robin, manual, and skills-based assignment across support teams. You can route by query category (billing, technical, returns), by customer segment, by agent workload, or by a combination of rules. Supervisors can manually reassign or override routing at any time from the Inbox.

Question 5

How is CSAT measured?

Accepted Answer

Geta.ai automatically sends a CSAT survey via WhatsApp or email after each resolved ticket, using a simple 1–5 star rating with an optional comment. Results feed into the analytics dashboard, broken down by agent, channel, query type, and time period. You see aggregate CSAT alongside individual conversation ratings.

Question 6

Does each agent see full CRM context in the Inbox?

Accepted Answer

Yes. Every conversation in the Shared Inbox shows the contact's CRM record in a side panel, including their account details, order history, past conversations, pipeline stage, and any tags or notes added by other team members. Agents have everything they need without switching apps.

Question 7

Can we access full ticket history for a contact?

Accepted Answer

Yes. Geta.ai maintains a complete omnichannel conversation history for every contact, across all channels, all agents, and all time periods. Agents see every past interaction, resolution, and escalation in a single chronological timeline, regardless of which channel the original conversation came through.

Question 8

Can Geta.ai integrate with our existing helpdesk?

Accepted Answer

Yes. Geta.ai integrates with Zendesk, Freshdesk, Intercom, and other helpdesk platforms via REST API and webhooks. You can either migrate fully to Geta.ai's Shared Inbox or use Geta.ai as a front-end engagement layer that syncs ticket data bidirectionally with your existing helpdesk.

Resolve faster, escalate smarter, retain more customers.

What changes when you unify support

From first message to resolved ticket in 4 steps

Conversation arrives on any channel

AI routes to the right team member

AI handles routine, humans handle complex

CSAT and SLA tracked automatically

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