The most advanced customer experience platform. Built for teams that need intelligence that scales, not just automation.
Your agents get smarter with every conversation
Stop guessing which documentation works. Our outcome-based feedback loop tracks how each document performs in real conversations, automatically flagging what's underperforming, and surfacing what drives successful resolutions.
Every document gets scored based on conversation outcomes: positive feedback, successful resolutions, operator confidence, and escalation rates.
Documents that consistently correlate with poor outcomes are automatically flagged for review. Focus your efforts where they matter most.
Visual health metrics across your entire knowledge base. See trends, identify stale content, and track improvement over time.
High-performing documents get visual badges so operators know which content to trust and prioritize during knowledge curation.
Surface blind spots before customers feel them
Don't wait for patterns to emerge in support tickets. Our analytics detect knowledge gaps, cluster conversation topics, and categorize escalations to show you exactly where your documentation, or product, is coming up short.
Analyze escalation patterns to identify topics where customers struggle but documentation doesn't exist. Get specific content suggestions based on real customer questions.
Interactive 3D visualization shows how conversations cluster by topic and category. Spot emerging patterns, identify outliers, and understand customer concerns at a glance.
Automatic categorization surfaces documentation issues, product bugs, feature requests, and customer confusion. Filter analytics by category to focus your efforts.
Track escalation patterns over time by type and category. See which issues are trending up, identify patterns, and measure the impact of documentation and product updates.
Hierarchical policies with intelligent escalation chains
Enterprise-grade SLA management that adapts to your organization's structure. Set policies at the user, client, tier, or global level with business hours awareness and multi-channel escalation chains.
Define SLAs at four levels: user-specific, client-specific, tier-based (standard/premium/enterprise), or global default. The system automatically applies the most specific policy.
SLA timers might only count during business hours. Configure start/end times, business days, and timezone. Perfect for global teams with regional hours.
Multi-step escalation flows trigger on SLA breach, no response, negative sentiment, keyword matches, message count, or conversation staleness. Each step can notify different teams through different channels.
Notify teams via email, Slack, SMS, WhatsApp, or push notifications. Each escalation step can use different channels to ensure the right people are reached.
Knowledge is captured from every conversation
When operators resolve complex issues All Onboard captures that expertise effortlessly. Our platform reviews and extracts Q&A pairs from conversations, making it easy to add hard-won knowledge to your agents.
When ending conversations, operators can optionally add learnings to the knowledge base. Simple one-click workflow keeps the process friction-free.
All Onboard analyzes the conversation and automatically extracts clear question-answer pairs. Operators review, edit if needed, and approve. No manual note-taking required.
Approved Q&A pairs are instantly formatted as knowledge documents, embedded in your vector store, and available to agents within minutes.
Every resolved escalation is an opportunity to improve. Build institutional knowledge automatically from your team's best work.
Complete insight into every conversation, client, and user
From high-level trends to individual message analytics, see everything happening across your organization. Track team performance, client health, and conversation quality in real-time.
Automatic categorization by insight type (documentation issue, feature request, bug, etc.) plus manual tagging for custom organization. Filter and search across all metadata.
Track deflection rates, resolution times, escalation patterns, and agent confidence across your team. Identify top performers and areas for coaching.
Aggregate conversation sentiment, resolution success, and escalation frequency into health scores. Proactively identify at-risk accounts before they churn.
Live updates on active conversations, pending escalations, SLA status, and agent activity. No refresh needed. Your entire team stays in sync.