Customer-service chat
Embed live chat in websites, portals and applications with queues, context and agent handover.
CONNECTED CONVERSATIONS. BETTER SERVICE.
Communicate through every channel as one organisation
Bring messaging, notifications, chat, voice and video into the systems where customers, employees and partners already work—while keeping context, consent and communication history connected.
COMMUNICATION WITH BUSINESS CONTEXT
Every message should be part of the service—not separate from it.
Modern communication is most valuable when it understands the customer, transaction, appointment, case or task behind the conversation.
Toqsoft connects communication channels to business applications, workflows and data so teams can send timely information, continue two-way conversations and act without losing context.
From a single notification journey to a complete service communication platform, each capability can be introduced in practical stages.
COMMUNICATION CAPABILITIES
Choose the right channel for every audience and moment.
Design outbound, inbound and real-time experiences around user preference, urgency, business rules and service context.
SMS messaging
Deliver OTPs, alerts, reminders, confirmations and two-way service messages with status tracking.
WhatsApp journeys
Support approved templates, interactive conversations and service updates through familiar channels.
Transactional email
Send personalised confirmations, statements, documents and lifecycle messages from business events.
Voice & calling
Enable browser, application and contact-centre calling with routing, escalation and call context.
Video & virtual meetings
Connect consultations, interviews, support and appointments to secure video experiences.
In-app notifications
Surface relevant alerts, tasks and status changes inside employee and customer applications.
Conversational assistants
Answer routine questions, collect information and route complex needs to the right human team.
ONE COMMUNICATION FOUNDATION
Coordinate channels without fragmenting the conversation.
A shared communication layer applies identity, preference, templates, routing and history consistently while each business system remains responsible for its own process.
Rules & orchestration
Select channels, timing, fallback routes and escalation according to the business event and recipient.
Templates & personalisation
Govern approved content, language, branding and dynamic information across reusable templates.
Unified communication history
Record messages, delivery outcomes, responses and agent activity against the relevant customer or case.
Consent & protection
Manage preferences, opt-outs, retention, access and sensitive information throughout the journey.
CONNECTED COMMUNICATION JOURNEYS
Make communication timely, useful and actionable.
Sales & enquiries
Capture enquiries, respond across channels, qualify needs and preserve the conversation in CRM.
Bookings & appointments
Send confirmations, reminders, preparation guidance, meeting links, changes and follow-up messages.
Orders & payments
Communicate quotations, order status, invoices, payment links, dispatch and delivery exceptions.
Service & support
Combine self-service, chat, case updates and assisted support with smooth escalation to people.
Employee communication
Deliver task alerts, approvals, policy notices, emergency messages and targeted internal updates.
Field & operational teams
Coordinate assignments, schedules, arrival updates, evidence requests and operational exceptions.
FROM SELF-SERVICE TO HUMAN SUPPORT
Carry context forward when the conversation changes channel.
Customers should not need to repeat information when a chatbot becomes a live chat, a message becomes a call or a service request reaches a specialist.
- Skills-based queues and intelligent routing
- Agent workspace with customer and case context
- Bot-to-agent and channel-to-channel handover
- Service levels, transcripts and quality review
- Conversation outcomes and operational reporting
COMMUNICATION & BUSINESS ECOSYSTEM
Connect channels to the platforms that own the customer journey.
Toqsoft selects and integrates communication services around your existing applications, geographic coverage, compliance needs and preferred providers.
AZURE COMMUNICATION SERVICESMICROSOFT TEAMSMICROSOFT 365DYNAMICS 365SALESFORCETWILIOWHATSAPP BUSINESSEMAIL SERVICESCRM & ERPPORTALSMOBILE APPSAPIs
FROM CHANNEL NEED TO CONNECTED SERVICE
Introduce communication capabilities in controlled stages.
- 01
Discover
Map audiences, journeys, channels, volumes, consent, service issues and integration points.
- 02
Design
Define channel rules, templates, identity, handover, security, data ownership and measurable outcomes.
- 03
Connect & launch
Integrate priority journeys, validate delivery and train the teams responsible for conversations.
- 04
Measure & evolve
Monitor reach, response, service quality and cost while extending channels and use cases responsibly.
MAKE EVERY CONVERSATION COUNT
Let’s connect communication to the work behind it.
Tell us where customers, employees or partners lose context today. We’ll help shape a secure, practical communication roadmap around your systems and service journeys.
Request a Consultation