Help center/Use cases

Omnichannel customer support

Bring customer conversations, context, assignments, and follow-up into one workspace

Updated Sep 2026

Overview

Omnichannel customer support brings messages from connected stores, email, social platforms, and chat tools into one service workspace. Teams can see the same customer context, order history, product information, and previous replies instead of switching among separate back offices.

客户在哪里联系，都在同一处接住已连接渠道实时汇集

客户消息来源按需连接

网站

邮箱

Messenger

Instagram

TikTok

LINE

+也可通过 API 或企业现有系统接入

客服消息订单与售后 · 统一会话AI 协作中

客户 · Telegram订单 NN-10233 什么时候发货？

✦NapNap AI Agent已核对订单状态，预计明日由仓库发出。订单已查询可转人工

由 AI 处理，可随时由人工接管↑

统一上下文

跨渠道历史与业务信息随会话保留

自动路由

按店铺、语言或问题类型进入正确队列

AI + 人工

重复问题自动处理，复杂问题无缝接手

How it works

Create service inboxes by brand, region, language, store, or team. Route conversations with rules, let AI handle repeatable questions from approved knowledge, and hand complex cases to a person with clear ownership, status, and an auditable history.