Channel selector
WhatsApp, Instagram, Messenger, Telegram, LINE, web chat, email and SMS run on one brain. The customer picks the channel, and the record stays one.
Chat engine
One agent brain, writing instead of speaking.
The agent that answers your calls carries the same memory and the same guardrails into every written channel.
One brain
Not a second system, the same one
A customer writes on WhatsApp, then continues on the web widget the next day. The case picks up where it stopped.
A person recognized on a call is recognized in a message. Prompt defense, fact checking and data masking run on a written reply the same way they run on a spoken one, with no lighter set of rules. The conversation closes with the same structured record as a call: the outcome, a summary and the fields your team defined.
WhatsAppWhere is my order?
AI agentIt left the warehouse yesterday and is on its way. Want the tracking link here or on your web account?
Channel switchWeb chat, same case
Web chatWeb account please.
AI agentSent. Anything else?
Inside the engine
What Chat engine actually does
Six parts working on every thread, whichever channel it started on.
Template sender
Approved templates for WhatsApp and SMS go out by rule or by the agent, with variables filled from the record.
Chat agent
A typing indicator paces each reply. A turn detector waits until a thought sent in several messages is complete, and the language is detected automatically.
Analysis
Intent, sentiment and outcome are analyzed on every thread, in the same format as a call.
Actions
A booking, an order status, a payment link, a ticket or a CRM update can happen inside the chat itself.
Handover
When it needs a person, a teammate takes the thread in Co-chat with the full context already there.
How it works
How a message becomes an outcome
A message follows the same path whichever channel it arrived on, from the first line typed to the record afterward.
The message arrives
It lands on any connected channel, and the agent reads it against the memory a phone call would have left behind.
The reply stays in policy
Where a channel needs an approved template, the agent sends one. Where free text is allowed, it writes one.
Attachments are handled
The agent reads text and, where the channel supports it, images and documents such as a product photo or an invoice. Each one is attached to the case.
Outcome recorded, or handed over
The case closes with a structured outcome, or moves to a person in Co-chat with the full thread attached.
Your systems are updated
Connect syncs the contact, the conversation and the outcome to your CRM, the same way it does for a call.
Chat engine packages
Same foundation, wider room
Chat engine comes in the same five packages as voice: Starter, Pro, Business, Scale and Enterprise.
What widens with the package
- Included written volume and the number of agent types
- AI-led use of emoji in the agent's own replies
- Service level, support and partner CRM integrations
- A custom API, CRM or tool connection, quoted separately
Standard in every package
- Tenant isolation, LLM guardrails and spam blocking
- Agentic actions, automatic testing and monitoring
- Reporting and analysis, logs and transcripts, the DRING API
- Redundant failover, no penalty rate on overage, and unused balance that carries over for up to 2 months
FAQ
Chat engine questions.
Does the chat agent share memory with the voice agent?+
Yes. A call and a message about the same customer share one case and one memory, so the agent already knows what was said on the other channel.
Which channels does Chat engine answer on?+
The channels Co-chat connects: WhatsApp, Instagram, Messenger, Telegram, LINE, web chat, email and SMS. See Co-chat channels
Can it send or receive images and documents?+
Yes, where the channel supports it. The agent can send a document such as an invoice, and it reads what the customer sends back, such as a photo of a damaged product. Both stay attached to the case.
What happens when the agent cannot resolve something?+
It hands over to a person in Co-chat with the full thread attached, not just the last message, so the customer does not have to repeat themselves.
Is a chat conversation analyzed the same way as a call?+
Yes. It closes with the same structured record as a call: the outcome, a summary and the fields your team agreed for the workflow, written to your CRM. Where you use Score, the thread gets the same scores a call would.
See Chat engine on your own channels
Start with the written channel that keeps your team busiest. Send the form and DRING calls you in two minutes, says it is an AI and asks about your workflow.