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Your customer journey. Let’s make it work better.

ONE CONNECTED CUSTOMER STORY

AdamX Connect — Omnichannel Customer Service

Change the channel.
Keep the story.

Calls, WhatsApp, chat, email and social conversations, working together. Your customer moves on. Your team stays up to speed. Nobody needs to start again.

Book a free demoExplore the channels

Channels connected. Context carried. Work moving.

Connect / Customer workspaceILLUSTRATIVE VIEW
AM
One customer. One request.Appointment change · Example journey
CX / 1042

01 / The first message

“Can I change my appointment?”

The request starts here. So does the customer story.

Request capturedSAME CUSTOMER CONTEXT

02 / The conversation continues

“I messaged you about my appointment.”

The agent sees the earlier message before asking another question.

Previous message availableSAME CUSTOMER CONTEXT

03 / The follow-through

“Here are the details we agreed on.”

The follow-up stays connected to the original request.

Follow-up linked to the requestSAME CUSTOMER CONTEXT
The channel changes. The record stays connected.

LESS REPEATING. MORE RESOLVING.

Your customer remembers.
Your workspace should too.

A WhatsApp message. Then a call. Then an email. When every channel starts from zero, your team searches and your customer repeats.

“Could you start again?”“I have the full picture.”

YOUR CHANNELS, TOGETHER

Every channel.
One service workspace.

Voice and messages. Inbound and outbound. The tools your agents and supervisors need, connected in one place.

One customer record.
Whichever channel they choose.

A call is the start.
Not a fresh start.

Handle inbound and outbound calls through Asterisk SIP, with the routing and supervision your contact centre needs.

  • ACD queues distribute calls to the right team.
  • Record calls and follow live conversations.
  • Keep the customer record alongside the conversation.
Incoming call
AdamX ConnectService queue → available agent
Customer context available
ILLUSTRATIVE FLOW

Be part of the conversation.
Not another notification.

Bring two-way WhatsApp conversations and campaigns into the same workspace. Configure templates and accounts around your organisation’s policies and platform requirements.

  • Connect your own WhatsApp Business Account.
  • Use Meta’s secure onboarding flow.
  • Keep messages connected to the customer’s history.
WhatsAppVerified Tech Provider for the WhatsApp Business Platform
New WhatsApp message
AdamX ConnectCustomer identified → conversation linked
Reply with the full picture
ILLUSTRATIVE FLOW

Help in the moment.
Context at the handoff.

Support customers on your website or app with AI-assisted conversations and a smooth handoff to your team when needed.

  • Use the same answer source as your voice channel.
  • Bring in AdamX AI Agents where configured.
  • Pass the conversation to a human with its context.
Website conversation
AdamX ConnectAI assistance → human handoff
Continue without starting over
ILLUSTRATIVE FLOW

A shared inbox.
A joined-up service.

Manage service email alongside calls and messages, with shared inboxes that keep every thread part of the customer’s wider story.

  • Track conversation threads and service-level agreements.
  • Support reply drafting and summaries with AI.
  • Save email interactions alongside other channels.
Customer email
AdamX ConnectShared inbox → assigned team
The whole thread, in view
ILLUSTRATIVE FLOW

Keep customers updated.
Keep your team informed.

Send transactional and campaign messages through MoRA-SA and Twilio, with sender identification and delivery tracking.

  • Send updates linked to your service journey.
  • Manage sender IDs.
  • Follow message delivery status.
Service update
AdamX ConnectApproved message → delivery tracking
A clear next step for the customer
ILLUSTRATIVE FLOW

A direct message.
A clear next step.

Bring Instagram DMs and Facebook Messenger conversations into your customer service workspace, alongside the other channels your team handles.

  • Manage private conversations from connected social accounts.
  • Route conversations to your team or configured AI workflows.
  • Keep the conversation available when a human takes over.
InstagramMessenger

Availability depends on connected accounts and platform permissions.

Instagram DM / Messenger
AdamX ConnectPrivate conversation → service team
Help where the customer reaches you
ILLUSTRATIVE FLOW

Customer questions
don’t stop at your inbox.

Follow customer conversations on Instagram and Facebook posts. Review the post and its comment thread, then respond with the context in view.

  • View posts and their customer comments from connected accounts.
  • Reply to posts and individual comments.
  • Use AI-assisted reply suggestions where enabled.
InstagramFacebook

Availability depends on connected accounts and platform permissions.

A question under a post
AdamX ConnectPost + comment context → team response
Turn public questions into helpful answers
ILLUSTRATIVE FLOW

FROM ARRIVAL TO THE RIGHT ACTION

Not just received.
Routed. Owned. Followed through.

Guide customers to self-service, an AI agent or the right person—while your supervisors stay close to the work.

01

Guide with IVR

Build visual, no-code call flows. Route callers, collect qualifying details and offer self-service before a human picks up.

02

Bring in an AI agent

Connect calls to AdamX AI Agents to respond and route requests using your approved knowledge and configured rules.

03

Move the work forward

Design workflows with drag-and-drop steps, conditional branches, waits and automated channel actions.

THE SUPERVISOR’S VIEW

See the queue.
Support the person.

See queue activity and agent availability in real time. Listen, guide an agent privately or join a call when needed. Reassign interactions from the same view.

Live operationsILLUSTRATIVE VIEW
Service queueRouting to team
Agent availabilityIn view
Conversation contextCarried forward
Listen & guideReassign

BUILT AROUND YOUR BUSINESS

Keep your systems.
Connect the conversation.

Keep the telephony and CRM your team already uses. Connect brings the conversation together; AdamX Link connects business-system context where integrated. Your team sees the customer story while they respond.

Explore AdamX Link
YOUR TELEPHONY

Avaya · Cisco · Yeastar
Asterisk · SIP

AdamX Connect + AdamX Link
YOUR BUSINESS SYSTEMS

Microsoft Dynamics 365
Salesforce · SAP · Oracle · Odoo

Integration availability varies by platform and deployment.

THE CONVERSATION DOESN’T DISAPPEAR

A service history.
A source of understanding.

Go back to what happened. Understand what keeps happening. Connect preserves the interaction story; Insights helps your team investigate the patterns where integrated.

  1. 01

    Capture

    Keep interaction records from the channels you have enabled.

  2. 02

    Organise

    Bring conversations and outcomes into a record the team can follow.

  3. 03

    Connect to Core

    Link interaction history to shared knowledge and context, according to your configuration.

  4. 04

    Find & improve

    Return to previous conversations, spot recurring needs and use Insights to investigate the patterns.

AdamX CoreShared knowledge. Connected context.
From records to insight

Record access and retention follow your organisation’s configuration and policies.

A FEW GOOD QUESTIONS

Before we connect.

Is Connect just a shared inbox?

No. Connect brings channels, call routing, queues, customer context and supervisor tools into one operational workspace. The aim is a connected service journey, not simply messages collected in one place.

Do we have to replace our existing systems?

Connect is designed to work with your existing telephony and business systems. We confirm the available integration method and scope for your deployment, with AdamX Link connecting business-system context where integrated.

Where do AI Agents fit?

Connect operates the channels and the service workspace. AdamX AI Agents handle AI conversations and actions where configured, with human handoff when needed.

How is conversation history used?

Interaction records help teams follow requests and revisit what happened. Shared context can connect to AdamX Core, and AdamX Insights can analyse the data where integrated. Access and retention follow your organisation’s configuration and policies.

YOUR CHANNELS. YOUR CUSTOMERS. ONE STORY.

Let’s connect the dots.
And the conversations.

See how your conversations become connected service and useful knowledge.

Book a free demo / consultation