Centralize your conversations. Stay in control of how they’re handled.
QLOA brings together conversations from your connected channels in one shared space. You define the rules that determine how each request is handled: processed by AI, submitted for approval or handed off to your teams.
All your conversations. One place.
- Tuesday
WhatsApp - ThursdayEmail
- Saturday
Instagram
01 / 03All your channels, one interfaceEvery message reaches your Inbox, across the channels you connect.
02 / 03Every conversation with its contextPrevious exchanges, attachments, the visitor’s known journey.
03 / 03Information your teams can accessInternal notes and past exchanges, all in one place.
Tuesday · WhatsAppCan this pan go in the oven?
Yes, up to 260 °C.
Could you send me the invoice for my order?
I can help you find your invoice if your store is connected. What’s your order number?
Saturday · InstagramMy dish arrived cracked. Photo attached.
I’m passing this on to our customer service team.
Define exactly when the AI should bring in your teams.
Depending on the nature of the request, its sensitivity and your business guidelines, the AI can continue the conversation, ask for clarification, apply a restriction or trigger an escalation.
Routine requests can be handled by the AI when they fall within its authorized scope.
Where is my order?
Some situations can be prepared by the AI while still requiring a human decision or confirmation.
I’d like to cancel my order, it has already shipped.
Prepared by AI · to be approved by JulienSensitive or complex requests, or those explicitly meant for an advisor, can be routed to the right people, with their context.
Second package incomplete. I want to talk to someone.
Define assignment rules, deadlines and fallback procedures for when an advisor can’t step in right away.
It’s 10 pm, I need an advisor.
Outside business hours · callback offered tomorrow at 9 am, ticket createdEvery request is qualified, assigned and tracked.
Centralizing conversations isn’t enough. How they’re handled must also be organized, distributed and supervised.
The AI prepares the replies. Your advisors keep the decision.
- 01A handoff with context
The advisor sees the information the customer has already shared.
- 02Assisted writing
The AI suggests wording that the advisor can adapt to the situation.
- 03Human decisions preserved
Replies and actions that need approval stay under your teams’ control.
Sarah C.- Order 51870, delivered today
- Cracked gratin dish, photo attached
- Prefers a replacement over a refund
History helps your teams reply. Data helps you understand.
Every conversation reveals your customers’ needs, difficulties and expectations. At a larger scale, analyzing them lets you spot trends that go beyond individual cases.
- What your customers ask about most.Delivery · 31%
- Situations that need human intervention.Escalations · 12%
- Topics that keep your teams busy.Returns · 4 h / day
- Requests left without a satisfactory resolution.Unanswered · 64
These analyses go deeper in QLOA Analytics, turning conversations into insights that help you run your business.
Discover Analytics
See how QLOA can organize the handling of your customer requests.
Centralized conversations, escalation rules, AI and human teams working together: explore an organization that fits your tools, your processes and your requirements.