One inbox for customer messages, with an AI assistant

For small and medium companies that get customer questions through messaging apps and answer with several people from the same accounts.

Each company connects its own accounts: its Facebook Page, its Instagram professional account, its Telegram bot. Data is segregated per company — one company's staff cannot see another company's conversations.

There are two roles in the platform. An administrator connects channels and changes the reply rules; an operator answers customers.

For each conversation the assistant produces a short summary, what the customer appears to be asking for, whether the subject is urgent — with a one-line reason — and a draft reply.

What happens to that draft is chosen by the company, separately for each channel:

• suggestion for the operator only: the draft appears in the platform, the operator edits it and sends it;
• immediate automatic reply;
• delayed automatic reply, so an operator has time to step in. If someone takes over the conversation, if the customer writes again, or if the thread is already resolved, the pending reply is cancelled;
• human operator only: on that channel the AI does not reply at all.

The company also sets the assistant's working hours, by day and time. Outside those hours the assistant sends nothing.

The assistant asks for a handoff to a person whenever the context is not enough: when the customer asks about their own account or order, when an internal policy would have to be checked, or when replying would mean guessing. In those cases the automatic reply is blocked and the conversation shows up in the platform under “Hand-Off Needed”. The automatic reply is also blocked once an operator has taken over the conversation, or when the thread is already resolved.

An operator opens “Conversations” and sees the threads from every connected channel in one list, with the full transcript and the contact details the channel provides. They can write the reply themselves or start from the assistant's draft.

The dashboard shows conversations handled, messages sent, the human hand-off rate, new contacts, the status of each channel, and the conversations waiting for a person.

What happens on a conversation is written to an audit log: the handoff the assistant asked for, an operator taking over, the assistant being restarted, and every automatically sent message together with its reason. The same log records the Meta authorisations captured when a channel is connected, and the deletions carried out on request.

The access tokens received upon authorisation are stored encrypted (AES-256-GCM) on the server and are never written to the browser's local storage. Only administrators can connect or reconfigure channels.

ChatAssist runs on top of a Chatwoot workspace: during setup the company links its own Chatwoot account, and the platform syncs the inboxes and conversations from there.

• The AI analysis is performed by OpenAI. Before anything is sent, sensitive identifiers are automatically stripped from the messages (national identification numbers, card numbers, IBANs, keys and access tokens).
• The raw technical copies of the notifications received from the messaging platforms are deleted automatically after 30 days.
• All traffic is encrypted in transit (HTTPS/TLS), and the credential encryption key is kept separate from the database.
• The endpoints on which we receive notifications are authenticated before anything is processed: the Meta callbacks through an HMAC-SHA256 signature over the request body, and the webhook that brings in the messages through a secret of our own, compared in constant time.
• We do not collect data for advertising and we do not sell data to anyone.
• The providers we use, strictly to operate the service: OpenAI (message analysis), Supabase (database), Google Cloud (hosting).
• Deletion on request is carried out by our own mechanism, which deletes the data at the source first, then the platform's mirror, the raw events and the audit log.

The sign-in screen has a RO / EN switch, like the rest of the application.

A new company can create an account from the same screen (“Create an account”), then set up its company and connect its channels. For questions about setup, write to vladw239@gmail.com.