Multichannel customer support in one shared inbox.

Multichannel customer support means answering customers on the channels they already use, such as in-app chat, email, WhatsApp, Slack and social messaging, from one team shared inbox with assignment, SLAs and a knowledge base. Gleap brings seven channels into that inbox and connects it to the product: Kai Support answers first on every channel and, on Team and up, investigates hard tickets with the logs and your code, so a support question can end in a shipped fix. For the whole platform, see Gleap's AI customer support software.

Seven: the Gleap widget on websites and in iOS, Android, React Native and Flutter apps, email, WhatsApp through the Meta Cloud API, Slack, Instagram direct messages, Facebook Messenger and Telegram. Each channel is connected in the project settings and creates tickets in the same inbox. The widget is on every plan; email, WhatsApp, Slack, Instagram, Messenger and Telegram need Team or higher. See live chat for websites and apps and WhatsApp customer support for the channel pages. Phone calls join the same inbox through Kai Voice from Team; see customer service software for small business.

Multichannel support answers customers on several channels; omnichannel support also carries the customer's context from one channel to the next. In Gleap every channel lands in one inbox, and a WhatsApp thread, an email and a widget chat from the same customer belong to one contact with one history when Gleap can match them by phone number, email address or user ID. They are assigned with the same rules and answered by Kai Support or a teammate from the same composer, while each conversation stays its own ticket.

Tickets are assigned to a teammate or a team. A team routes its tickets manually, at random, balanced by open tickets or in circular order, optionally to online members only and with a ticket limit per person. Teams have their own operating hours and, on Pro, their own SLA. When nobody is available, assignment is queued until someone is.

Yes. Kai Support runs on the widget, email, WhatsApp, Slack, Instagram, Messenger and Telegram. It answers from your help center, snippets and connected sources in the customer's language, and brings the team in when a question needs a person. See the AI help desk for how Kai Support and your team share the work.

The conversation goes to your team in the ticket, with the whole thread. From Team, Kai Support can investigate it first on the boards where your team turned on Kai investigates here: it works with the logs, the click trail and your code and returns its finding with evidence, and what it cannot settle reaches your team as "Handed over to your team".

No. Conversations stay separate tickets per channel and thread. Email keeps its message references, Slack follows threads, WhatsApp and the other messengers have their own ticket-creation rules, for example a new ticket when the customer writes after the last one was closed. What is shared is the contact and their history in the sidebar.

Intercom and Zendesk are strong inboxes; Gleap connects the inbox to the product. Tickets from the SDK carry session replay, console and network logs, and on Team and up Kai Support can read your code to investigate and Kai Code turns confirmed bugs into pull requests. Pricing is per plan with unlimited seats on Team and up, and Kai Support is billed by the AI it uses: a resolution costs an estimated under $0.05. Compare in detail: Gleap vs Intercom and Gleap vs Zendesk.

Yes. Gleap imports contacts and tickets with their conversations from Zendesk, Intercom, Freshdesk and HubSpot, and help center articles from Intercom, Help Scout, Freshdesk or a CSV file. Switching from another help desk? Compare Gleap vs Freshdesk, Gleap vs Help Scout, Gleap vs Front and Gleap vs HubSpot.

Starter is $29 per month billed annually ($35 monthly) for one seat with live chat, in-app bug reporting, Kai Support and Kai Copilot. Every plan starts with a 7-day free trial. Team ($149 per month, billed annually) includes unlimited seats and projects, all seven channels, the knowledge base, outbound messaging, tools for Kai Support and every Kai agent; Pro at $299/month adds advanced reports, LLM model choice, the SOC 2 report and priority support. Kai Support is billed by the AI it uses; Kai Code and Kai Copilot bill for the work they do. See pricing.

Gleap is SOC 2 Type II audited and GDPR (DSGVO) compliant, with EU or US data residency chosen at signup. See the residency guide for regional hosting and provider processing scope. Data processing terms, sub-processors and the security report are documented in the trust center.

Yes, on Team and up. The knowledge base is the help center your customers search in the widget and the source Kai Support answers from. Published articles are picked up automatically; snippets, files, websites, Notion pages, YouTube videos and code repositories can be added as further sources.

Through the ticket. From Team, a confirmed bug becomes a coding task in the same ticket, Kai Code opens a pull request, your engineers review and merge, and the customer is notified once a teammate confirms the fix is live. This is the loop Gleap calls close the loop, part of self-driving development.

Yes. The Gleap SDK for iOS, Android, React Native and Flutter adds the chat widget, bug reporting and help center to your app. Conversations from the app land in the same inbox as web, email and messaging channels.

Native integrations for Jira, Linear, GitHub, Slack, HubSpot, Zapier and more, plus 2,000+ apps through Composio. Tickets can be sent to an integration from the sidebar, and with two-way sync on, replies in the Slack thread come back to the ticket. From Team, Kai Support can use tools your team adds: API calls, MCP servers including Composio apps, web search and frontend tools. See integrations.

Reports cover response times and conversation ratings (CSAT); advanced reports on team performance, SLA and AI agents are included from Pro. In the AI quality report, an AI reviewer scores closed tickets from 1 to 5 for Kai Support and your teammates. The Topic explorer (Beta) groups recent tickets into topics, and contact and company pages can show an AI summary of the customer's history with a source for each line.