Twelve channels. One thread per customer. BootDesk takes every channel your customers use, keeps each one's native shape, and threads them into the same history your team answers from.
At a 40-person consumer brand, agents stopped switching between seven tabs per ticket. Median first-response dropped from 47m to 9m across all channels in the first month. (Composite illustration.)
§ 02: the field
Each channel keeps its own cadence, its own etiquette, its own audience. None of them keeps its own silo. Below: every channel, what shipped, what is in flight, and how the three families relate.
Legend
Cloud API and Facebook API. Template messages, inbound threading, media, read receipts. The channel your customers already open first.
98% open rate. 45× higher response than email. Your customers already live here.
Template send · Media · Threads
2 API providers supported
Facebook Messenger DMs as tickets. Same thread, same agent, same history as every other channel.
§ 03: the bridge
Native channels · external channels
i. native channels
BootDesk · the answering surface
10 channelsThese channels live inside BootDesk. The customer writes, the message lands here, the agent and the assistant answer from here. BootDesk owns the conversation record end to end.
Inbound, outbound, internal. One workspace.
ii. external channels
Slack · Teams · your existing workspace
externalIf your company already runs on Slack or Teams and is not ready to migrate, BootDesk connects to that workspace as an external channel. Notifications land there. Mentions pull agents in. The assistant can reply through Slack while you keep working where you already work.
§ 04: the workshop
BootDesk ships its own native workspace. Channels for ops, DMs for one-to-ones, huddles for quick voice. Customer tickets run alongside internal decisions. Nothing leaves the room.
Three families · three dialects
§ 05: the three dialects
WhatsApp, Messenger, Instagram, Threema, Matrix. Customers expect quick replies, media, buttons, and a human cadence. Templates must be pre-approved by the carrier. Conversation windows close in 24 hours.
Slack, Teams, Discord. The conversation is the workflow. Mentions pull agents in, threads keep context, integrations reach back into your other tools. Pacing is hours, not seconds.
§ 06: the arrival
Every inbound message follows the same six-step path. The channel changes, the path does not.
Read order
Top to bottom. Each step links to the next. The reply exits on the same channel that opened the conversation.
Inbound path · any channel
T+0:00 → T+0:14Maria sends a WhatsApp message. Or an email. Or she calls. The channel is whichever she opened first.
BootDesk receives the message through the channel’s native API. The carrier, the social platform, or the voice gateway hands it off.
The message is appended to the customer’s existing thread. If no thread exists, BootDesk opens one. Every prior touchpoint across every channel is already there.
The assistant reads the full thread, reaches for any connectors it needs, and drafts a reply in the dialect of the channel the customer used.
Active channels · billed per channel per month
+55 11 ··· · connected
Messenger
page connected · 12.4k reach
business account · connected
Threema
not configured
Slack
external · workspace bridged
Microsoft Teams
not configured
Discord
community server · connected
support@acme-retail · IMAP
SMS
+55 11 ··· · two-way
Voice
+55 11 ··· · inbound + outbound
RCS
not configured
§ 07: the switchboard
Each workspace picks which channels are active. Turn one on, it lights up, customers can write to it. Turn it off, it goes dormant. No inbound, no outbound, no billing.
Active is the only state that costs anything. Dormant channels sit in the panel, ready for the day you need them. Connect the API once, flip the switch when it matters.
Per workspace
Each workspace has its own active set. A retail workspace runs WhatsApp. An internal workspace runs Slack. The customer record still threads across them.
Per channel
Billing follows the active count. One channel, one line item. Twelve channels active, twelve line items. No bundled surprises.
Per team size
From one person answering everything to a fifty-agent operations floor. Same switchboard, same panel, same thread.
DMs from your business account. Story replies thread into the same ticket.
Privacy-first gateway for European customers who paid for anonymity.
Federated messaging for organizations that will never accept a single-vendor chat silo.
BootDesk connects to your existing Slack workspace as an external channel. Customer tickets surface as threads. Mentions pull agents in. The assistant can reply through Slack while you keep working where you already work.
Zero migration needed. Start inside Slack today, move to BootDesk’s native chat when ready.
Threads · mentions · assistant replies
External channel · bridges to your workspace
Same pattern as Slack. BootDesk bridges into your Teams tenant. Open, track, and close tickets without leaving Teams.
Community threads become tickets. The moderator answers, the assistant logs it as resolved.
Inbound with CC, threaded replies, markdown, attachments. Still the channel that handles the longest questions and the legal records.
Send, receive, log. Two-way SMS threads into the same ticket history.
Inbound and outbound calls. Recordings and transcripts attach to the ticket.
Rich messaging with media, buttons, branded sender. What SMS looks like when carriers invest.
A note on honesty. The tags above carry real status. A channel only gets marked “shipped” when it ships. The roadmap is visible because the people we serve plan their operations around it.
Zero migration. Move to native chat when ready.
Answering the customer always happens on BootDesk’s side. The external channel is a bridge, not the destination. Inbound messages from any channel land in the same thread per customer.
When you are ready to stop renting a separate chat tool, BootDesk’s native workspace takes over. Same tickets, same threads, same assistant. The bridge retires itself.
@logistics can we reroute order#8830? Customer on WhatsApp, ticket already open.
Replacement queued. Carrier pickup at 14:00. ETA Thursday 18:00.view ticket #4471
Approved. Notify the customer by SMS, email tends to land in spam for this domain.
routing-slip-8830.docx
edited in the workspace · scanned clean
Email, SMS, Voice, RCS. The oldest channels. They carry the longest questions, the legal records, and the highest-stakes notifications. Carrier rules govern what you can send and when.
Grouping matters because each family has its own rules. The assistant writes a WhatsApp reply in the WhatsApp shape, an SMS reply in the SMS shape, an email reply in the email shape. The thread stays one. The dialect adapts.
The draft lands in front of the agent inside the workspace. One click sends it. The agent can also take over entirely, switch channels, or pull in a colleague.
The reply goes back through the same channel Maria opened. WhatsApp in, WhatsApp out. Email in, email out. The customer never sees the plumbing.
Same path. Twelve channels. One thread per customer.
the assistant · any channel
