The Problem Isn't Your Team.
It's What You're Asking Them to Do.
Your people are spending hours on work a machine should handle. These features shift the repetitive off their plate — and give them the tools to excel at the work that matters.
From AI-powered conversations to enterprise-grade security and analytics. See how it works.
AI Handles the Repetitive
Every feature is built to take routine work off your team — not replace them.
Voice AI
Real-time phone conversations with natural ElevenLabs voices in 30+ languages. Callers can interrupt at any moment and the AI stops and listens. Pick a voice from the library with audio preview, and add pronunciation guides so brand and product names sound right. Your team only picks up when it matters.
Conversational AI
Large language models handle multi-turn conversations with full context. In conversational mode the AI reasons, searches your knowledge and uses tools on every channel; in route-based mode it only follows the routes you define. Routine conversations are handled end-to-end — your agents step in only for the remarkable.
Quick Routes
Deterministic shortcuts that skip the language model for questions whose answer must never vary. Match on exact text, keywords, patterns, semantic similarity or AI-detected intent, then reply with a fixed answer, run a tool or start a guided flow.
RAG Knowledge Base
Retrieval-augmented generation grounds every AI answer in your own documentation. Upload PDF, Word, Excel, CSV, text and Markdown files up to 50 MB, or write articles directly. Spreadsheet-aware processing, AI contextual retrieval and document replacement with automatic switchover keep answers accurate. Your team stops memorizing policies. The AI knows it all.
Knowledge Playground
Ask test questions against a bot's draft or live version and see exactly which passages are retrieved. Check the answers before your customers do, and tune a knowledge base without guesswork.
AI Actions & Integrations
A no-code integration builder connects the AI to any system with a REST API — your CRM, order system or billing platform. Define actions the AI can call to look up or update records, chain several calls into one step, and require customer confirmation before anything changes. API key, bearer, basic and OAuth 2.0 authentication are supported.
Multilingual
Serve customers in 50+ languages on text channels without separate bots or configurations. The AI detects the language of every message and answers in it, even when the customer switches mid-conversation. Voice AI speaks 30+ languages, and greetings and survey texts can be set per language.
Voice Transcription & Sentiment
Automatic post-call transcription with speaker separation — customer, agent and AI are labelled on the ticket timeline. Every conversation is scored for sentiment at the start, after the bot, after the agent and at the end, so you can see where the experience turned.
Image Vision
The AI understands photos and screenshots that customers send via webchat, WhatsApp or MMS. Product photos, error messages and receipts are read in context, so routine visual questions need no human intervention.
Bring Your Own AI Provider
Use the AI providers included with Lobbi or connect your own account — OpenAI, Azure OpenAI, Anthropic, Google Vertex AI, Mistral, Groq and others — and choose which model handles each task.
Every Channel, One Platform
Customers reach out everywhere. AI handles the repetitive on every channel — humans step in where it counts.
Voice
AI answering, IVR menus and direct-to-agent routing on your phone numbers. Queues announce position and wait time with hold music and offer a callback. Spoken business hours, time-of-day greetings and holiday announcements in the caller's language.
Webchat
One script tag adds the chat widget to your site. Brand the colours, launcher and texts; add starter buttons, a pre-chat form, file attachments and thumbs-up feedback. Open it proactively on time, scroll or exit intent, and let customers download their transcript.
SMS
Two-way AI conversations by text message, including photos sent by MMS. Survey links arrive by SMS after a call or chat, and a handoff to an agent continues in the same thread.
AI conversations on WhatsApp with photo and document understanding. Self-service onboarding links your WhatsApp Business account, and customers who use a WhatsApp username instead of a phone number are still recognised and keep their history.
AI answers emails in your tone of voice, with signature and ticket reference. Instant auto-acknowledge confirms receipt with a ticket number. Customer replies reopen resolved tickets and route back to the same queue with history and attachments, and loop protection ignores your own mails and auto-replies.
Ticket API
Create tickets from your own systems with a single REST API call and route them straight to an agent queue. Staff can raise internal tickets too — everything lands in the same desktop.
Enterprise Security. Human-First Design.
Built for teams that demand both automation and control.
AI Safety Guardrails
Prompt-injection and jailbreak detection with protection against encoding tricks, scope rules that keep the bot on approved topics with a configurable off-topic response, and an AI disclosure message per channel. Every safety check is logged.
Audit Logs
Every login and configuration change is recorded with before and after values and kept for 365 days. Each bot, queue and setting carries its own audit tab for compliance and accountability.
Role-Based Access
Admin, supervisor and agent roles control exactly what each team member can see and do, with strict separation between organisations and entities.
Single Sign-On
Sign in with Google Workspace or Microsoft Entra ID, restricted to your own domains. Passwords can be switched off entirely, and agents open Twilio Flex from Lobbi without a second login.
Two-Factor Authentication
Authenticator-app verification with recovery codes for admin, supervisor and agent accounts, enforceable for the whole organisation.
IP Whitelisting
Restrict access to approved IP addresses and ranges at organisation, entity, user and API-key level. Every login attempt is audited with method and IP for full traceability.
GDPR Tools
Export everything you hold on a contact, erase a contact on request, and anonymise inactive contacts automatically after a period you set. Call recordings are deleted when their retention period ends.
Blocklist
Block or allow senders by phone number, email address, domain, IP range, email subject or WhatsApp ID — as a hard block or a junk flag, with reasons, expiry dates and a full log. Enforced on every channel and from the agent desktop.
Scoped API Keys
API keys carry their own scopes, expiry date and IP restriction. A key is shown once, and every call is rate limited.
Operational Tools That Free Your Team
Everything your team needs — minus the busywork.
IVR Builder
No-code IVR with multi-level menus, keypad and speech input, and prompts from text-to-speech, SSML or your own audio. Natural spoken business hours in the caller's language, time-of-day greetings, holiday announcements, confirmation tones and a separate after-hours menu. IVR Analytics shows which options callers choose.
Surveys & Feedback
CSAT, NPS and CES surveys in the conversation, by SMS or email link, or as a keypad survey on the phone right after an agent call. Sample rates and cooldowns prevent over-surveying, and every survey text can be set per language.
Survey Quality Controls
After a low score the customer picks a reason, and the Survey Dashboard shows which reasons drive dissatisfaction. An AI relevance check reviews every response and excludes the ones that should not count — test contacts, internal users, complaints about policy — or suggests them to a supervisor. Customers who abandoned the queue are not surveyed, so the score reflects the service you actually delivered.
Voice Recording & Transcription
Record AI calls, agent calls or business hours only, per phone number. Recordings are labelled by call type (AI, Agent, IVR), transcribed with speaker separation, and can be re-transcribed with one click. Retention is automatic, and expired recordings stay listed on the ticket.
Bot Versioning
Full draft and live version control for bot configurations. A visual diff compares versions side by side. Test changes safely, review history and roll back instantly — live traffic only ever uses the published version.
Ticketing System
Built-in ticketing with status, priority, SLA timers, internal notes and linked tickets. Filter on two dozen fields, save views and share them with the team, and run bulk actions — status, assignment, labels, merge — across hundreds of tickets at once. Empty tickets are marked as junk automatically.
Guided Flows
Build structured conversation flows that guide customers step-by-step through complex processes. Conditional branching routes the conversation based on answers, and outcome steps end the flow or hand over to an agent. AI can generate a flow from a web page URL or a short description.
Modular Prompt Builder
Compose your bot's behaviour from reusable building blocks — role, tone, rules, safety and channel-specific instructions — with variables and priority ordering. Preview the assembled prompt per channel, and let "Improve with AI" sharpen any text.
Contact Management & Groups
Built-in contact database with search, create, edit, merge and CSV or Excel import. Contact groups change how the AI behaves and where conversations go — extra instructions, a preferred queue or a higher priority for your most important customers.
SLA Tracking
Define first-response and resolution targets per priority and category, measured in business hours. Compliance status syncs to the agent desktop and Twilio Flex Insights dashboards for full visibility into response and resolution times.
Escalation Policies & Priority Rules
Multi-level escalation policies act before an SLA is breached — raise the priority, reassign to another team, notify supervisors or add a label. Priority rules set the right priority automatically from category, channel, labels or contact group.
After Call Work
Structured wrap-up panel with disposition codes, an AI-prefilled summary, mandatory fields and configurable timeout enforcement. Agents categorize outcomes consistently, driving accurate reporting and QA across every interaction.
Real-Time Wallboard
Real-time supervisor wallboards with 36 widget types — queue depth, agent status, SLA compliance, sentiment trends and a platform health check. Set up for you by the Lobbi team (beta) and shared to a TV screen with a link that needs no login.
Email Routing Rules
AI-powered email routing rules triage inbound emails automatically — detecting sentiment, escalation risk and requests for a human — to send them to the right queue, set a priority or let AI handle them, before anyone reads a word.
Queue Callbacks
Callers can press 1 for a callback instead of waiting on hold, and the AI can take a callback request on any channel. The callback arrives as a task for an agent, and unanswered attempts are re-queued from the wrap-up screen with full attempt history.
Ticket Export
Export ticket data to Excel with 30+ fields covering the full customer journey — protected by security gates: admin role, two-factor authentication, IP restriction and a per-user export permission.
Analytics Hub
One analytics landing page with role-based cards — Call Center Overview, AI Performance, First Contact Resolution, Survey Dashboard, IVR Analytics, Bot Insights, Conversation Explorer and Wallboards. Supervisors slice by entity, bot, channel and date range.
Call Center Overview
Executive KPI dashboard covering contacts, AI Containment rate, first contact resolution, average handle time, speed of answer, CSAT and service level per channel — compared with the previous period, with an activity heatmap and Excel export for stakeholder reports.
First Contact Resolution Report
See how often a question is solved the first time. A ticket counts when it is not reopened and the customer does not contact you again within a window you choose — reported per agent, with the AI as its own row.
AI Performance
Containment, escalation rate, CSAT and resolution time measured against targets you set. Knowledge base health shows the hit rate and the questions that went unanswered, so you know what to add next.
Multi-Entity & Timezone
Run several brands or countries in one organisation, each with its own bots, knowledge, business hours and holidays. Every timestamp, export and email is shown in your own timezone.
When Humans Step In, They're Ready
AI handles the repetitive. These tools make your agents extraordinary at the rest.
Unified Assist Panel
AI insight, Knowledge Base search and Quick Replies in a single agent tab. One click gives the agent the customer's sentiment, a suggested reply and recommended next actions. Click any customer message to search your knowledge base and insert the answer.
Unified Desktop
All channels in a single workspace with ticket, contact and history side by side. The history tab shows every conversation on the ticket across channels, and AI and system messages are clearly labelled — so agents see at a glance what the bot already said.
Auto Wrap-Up & Disposition
AI generates conversation summaries, tags topics, and logs outcomes automatically. Agents complete structured disposition codes via a dedicated wrap-up panel with configurable timeouts — reducing after-call work from minutes to seconds.
Smart Routing
Skills-based routing matches customers to the right agent by skill and level, with queue preferences per contact group. Lobbi checks that agents are available before a handoff, and when a transfer is not answered in time the customer hears a spoken message or returns to the AI instead of waiting forever.
Reply Translation
A banner shows the customer's language when it differs from the agent's own. Agents write in their own language and replies can be translated automatically before sending — while the AI already answers every customer in their language.
Quick Reply Templates
Pre-built response templates for common questions, accessible directly from the assist panel. Create, organize, and update templates from the admin dashboard — agents insert them with one click and personalize before sending.
External Link Safety
A warning gate intercepts external links shared by customers before agents open them, or blocks them entirely. Protects your team from phishing, malicious URLs, and social engineering attempts — without slowing down the conversation.
Contact Directory & Blocking
Search, create, link and merge contacts without leaving the desktop. Call or email a customer from the directory with a ticket created automatically, and block an abusive sender with a reason in two clicks.
Ready to Let Your Team Focus on What They Do Best?
AI for the repetitive. Humans for the remarkable. See it in action with your own use cases.
Schedule Demo