Omnichannel Enquiry Desk
for Growing Businesses
BotSpace brings customer enquiries from your website, WhatsApp, Facebook Messenger and Instagram into one shared workspace. Use approved business knowledge to answer common questions, collect structured enquiry details, assign conversations and transfer customers to staff when human assistance is needed.
*Channel availability depends on the selected plan, connected business accounts, provider eligibility and approved implementation.
What Is an Omnichannel Enquiry Desk?
An Omnichannel Enquiry Desk is a shared system for receiving, organizing, answering and assigning customer enquiries from multiple communication channels.
Instead of requiring staff to monitor separate applications and individual accounts, BotSpace keeps eligible conversations, customer information and follow-up context within one business workspace.
| Stage | What BotSpace supports |
|---|---|
| Receive | Capture eligible messages from supported channels |
| Understand | Identify the enquiry and retrieve relevant approved knowledge |
| Respond | Provide an AI-assisted answer or acknowledgement |
| Capture | Collect customer and enquiry information |
| Organize | Apply fields, tags, status and source information |
| Assign | Send the enquiry to the appropriate staff member or team |
| Handoff | Transfer the conversation when human assistance is required |
| Review | Report on volume, response, handoff and unresolved enquiries |
One Enquiry, One Working Context
A BotSpace enquiry can bring together:
Which Customer Channels Can BotSpace Connect?
The proposed launch scope covers four customer-facing channels.
| Channel | Main use | Important requirement |
|---|---|---|
| Website chat | Answer website questions and capture enquiries | Widget installation and approved configuration |
| Receive and respond through an eligible business account | Meta and WhatsApp Business requirements apply | |
| Facebook Messenger | Manage eligible messages from a connected Facebook Page | Page permissions and provider access are required |
| Manage eligible messages from a professional account | Supported professional account and permissions are required |
Channel Consistency
BotSpace can apply shared:
- Business knowledge
- Enquiry fields
- Qualification rules
- Staff-assignment rules
- Handoff policies
- Tags and reporting definitions
Channel-specific rules still apply. Message formats, response windows, templates, supported media and provider charges may differ.
Cross-Channel Limitations
Omnichannel does not automatically mean that every channel has identical functionality. BotSpace should not promise:
- Perfect identity matching across channels
- Identical message formats
- Unlimited channel accounts
- Automatic access to previous conversations elsewhere
- Provider approval & permanent pricing
- Support for every messaging platform
How Does BotSpace Use Business Knowledge?
BotSpace uses sources approved for the customer's workspace to help answer relevant questions. Approved knowledge may include FAQs, product descriptions, policies, and internal response guidance suitable for the configured workflow.
Knowledge Process
- Staff add or approve a source.
- BotSpace processes content.
- Relevant info is selected for questions.
- AI prepares a response.
- Response is sent, clarified or transferred.
- Unanswered questions reviewed by staff.
Human Responsibility
- Right to use uploaded info
- Separating public vs internal material
- Reviewing content before approval
- Correcting outdated info
- Removing secrets/personal data
High-Risk Info
Important information should come from verified records or authorized staff:
- Live availability & final prices
- Booking confirmations
- Refunds & payments
- Medical, safety & emergency
AI-generated answers may be incomplete or incorrect. BotSpace should transfer or qualify responses when reliable information is unavailable.
How Does BotSpace Capture Enquiries?
BotSpace can collect structured information during a customer conversation. The fields depend on the business and sector.
Flexible Collection
Information may be collected through natural conversation, quick replies, buttons, structured questionnaires, website forms, or approved external integrations.
Enquiry Status Lifecycle
The Team Inbox
The team inbox gives authorized staff a shared view of eligible customer conversations, allowing them to view history, captured info, and continue the conversation.
Clear Ownership
Every active enquiry should have a visible status and an accountable owner. Assignment may be manual or rule-based (team, language, location, workload).
Internal Notes
Intended for authorized staff collaboration. They should never be sent to the customer as ordinary messages. Staff should avoid entering passwords or sensitive info in notes.
Can Staff Take Over From the AI?
Yes. BotSpace can transfer an eligible conversation to authorized staff according to the configured handoff process.
Handoff Occurs When:
- • The customer asks for a person.
- • The system cannot answer confidently.
- • Required information is unavailable.
- • The enquiry involves live pricing/availability.
- • The subject is sensitive or urgent.
What Staff Receive:
- • Customer details & conversation summary
- • Original messages & collected info
- • Missing information
- • Handoff reason & urgency indicator
- • Suggested next action
When Staff Are Unavailable:
- • Tell customer enquiry is recorded.
- • Explain applicable business hours.
- • Collect a preferred callback time.
- • Assign for later review.
Workflow Automation
BotSpace workflows coordinate repeatable actions based on defined events, conditions and business rules.
Standard Workflow Examples
- • Ask for missing information
- • Apply tags and assign a conversation
- • Start or stop a follow-up sequence
- • Deliver approved enquiry to Google Sheets
What Workflows Shouldn't Control
Workflows should not independently become the authoritative system for live inventory, booking confirmations, payment allocation, refunds, or medical/legal decisions. Human approval is required for sensitive commitments.
Reporting
BotSpace reporting helps teams understand customer-enquiry activity and operational follow-up.
Core Measures
Reporting Definitions
Metrics must have documented definitions. For example:
- - Assignment does not mean acceptance.
- - Staff response does not prove resolution.
- - A closed conversation is not necessarily a sale.
Can BotSpace Connect With Other Tools?
BotSpace can support approved integrations for delivering enquiry information or coordinating actions with external systems.
| Integration type | Possible use |
|---|---|
| Google Sheets | Deliver structured enquiry information |
| Webhook | Notify an external system about a defined event |
| External API request | Read or send approved information |
| CRM connection | Create or update an enquiry or opportunity |
| Booking or case system | Exchange approved status information |
| Automation platform | Trigger a controlled external workflow |
Need a custom integration?
Connecting a system requires appropriate authorization, permissions, and audit logging.
Core Platform and Optional Add-Ons
The Omnichannel Enquiry Desk is the shared foundation. Businesses can start here and add operational tools when there is a clear process to support.
Core Platform
- Supported channel inbox
- Approved-knowledge answers
- Enquiry capture
- Contact & conversation history
- Staff assignment and notes
- Human handoff
- Basic workflows & reporting
Optional Sector Add-Ons
- Sector-specific CRM
- Quotation or proposal tools
- Booking or case control
- Supplier management
- Payment tracking
- Operational dashboards
- AI Copilot & Advanced workflows
What BotSpace Does Not Promise
Actual capabilities depend on the current product, plan, connected providers, customer configuration and signed implementation scope. We do not promise:
Platform Questions
What is an Omnichannel Enquiry Desk?
It is a shared workspace for receiving, organizing, answering and assigning customer enquiries from multiple supported communication channels.
Which channels does BotSpace support?
The proposed launch scope includes website chat, WhatsApp, Facebook Messenger and Instagram professional accounts. Provider requirements and plan allowances apply.
Does BotSpace include a chatbot?
Yes. BotSpace can provide AI-assisted responses through supported channels using approved business knowledge and configured response rules.
Can the AI answer anything about my business?
No. It should answer from approved knowledge and configured instructions. Questions requiring unavailable, sensitive or authoritative information should be clarified or transferred to staff.
Can I define my own enquiry fields?
Yes. Enquiry fields can be configured for the business and sector, subject to the plan and implementation scope.
Is BotSpace a complete ERP?
No. BotSpace begins as an Omnichannel Enquiry Desk. Optional operational modules can extend it, but accounting, booking, payment and sector-specific systems remain separate responsibilities unless expressly implemented.
Can BotSpace guarantee that an enquiry was resolved?
No. BotSpace can record messages, assignment, status and workflow outcomes, but resolution should be verified using an appropriate business definition.
Bring Your Customer Enquiries
Into One Working System
Connect your customer channels, approve the information BotSpace may use and give your team one place to manage enquiries. Start with the Omnichannel Enquiry Desk. Add sector-specific operational tools when your business is ready.