Voice
Calls answered in the browser. Local and toll-free numbers in nine countries, bought and released inside ChadaFactoria. Hold, transfer to a colleague or a queue, or talk to the colleague first.
Product
Contact center, CRM and AI in one platform.
Every way customers reach you, every customer's record, and the tools to run your team, sharing one customer record. Here's everything in ChadaFactoria today, and what's coming next.
Channels
Every channel, one queue.
Whichever way a customer gets in touch, the conversation lands in the same queue and on the same customer record. Agents never switch between tools.
Live chat
A chat window for your website, shown only on the sites you allow. Agents handle several chats at once (three by default) alongside calls.
Forward your support address. Emails are threaded into conversations, replies go out from your own verified domain, and you see when each one is delivered.
SMS
Text customers from your business number, with picture messages, delivery status, and STOP and START handled for you.
Answer WhatsApp messages on your business number, with read receipts and WhatsApp's 24-hour reply window shown to the agent.
Callbacks
When it's busy or you're closed, callers can ask for a call back instead of waiting. They keep their place in the queue.
Agent desktop
Everything about the customer, before they finish saying hello.
The agent's screen shows who's calling or writing, their earlier conversations, open tickets and their record from your CRM.
- One work list for calls, chats, emails and messages
- Available, away or offline with a reason, visible to supervisors
- Wrap-up with outcome and notes after each conversation
- A searchable log of every past conversation, with recordings and transcripts
CALLAmaka OkaforOn call · 04:37
CHATJordan MartinTyping…
EMAILGrace MensahDelivered
WHATSAPPTunde BelloRead
Wrap-upBooking made or changed
AI and transcripts
See every call as text, and how the customer feels.
From the moment an agent picks up, the call is transcribed. Every few phrases ChadaFactoria reads how the customer seems, using AI, and shows it to the agent and on the supervisor board.
Live transcripts Available
The customer's words and the agent's, side by side, as they're spoken. Saved with the call and its recording.
Customer mood Available
Happy, neutral, unhappy or upset, with a short reason. Supervisors are warned the moment a customer is upset.
Private details stay private Available
The agent pauses the recording and transcript while card details are read out, and long numbers are never written down.
AI assistant Coming next
An AI agent on chat, messaging and phone that answers from your own help articles, books callbacks, and hands over to a person with a summary.
Quality scoring Coming next
Every conversation scored against your own scorecard, with quotes as evidence, coaching notes and trends per agent.
Knowledge base Coming next
Your help articles next to every conversation, for agents and the AI assistant.
Routing and phone menus
The right person, first time.
Design what callers hear by dragging boxes onto a canvas, then let routing find the best free agent.
- Drag-and-drop phone menu designer: messages, menus, opening hours, VIP checks, language choice and callbacks
- Skills and languages per agent, with rules that widen the search if a customer waits too long
- VIP customers answered first
- Opening hours and holidays per brand, each in its own time zone
- Several brands in one account, each with its own numbers, queues and chat window
Supervisors
The whole floor, live.
Supervisors see who's waiting and for how long, today's service level, and what every agent is doing, updated the moment anything changes.
- Waiting, longest wait, answered and abandoned, per queue and channel
- Alerts for long waits, missed service levels and upset customers
- Listen to any call, whisper to the agent, or join the call
- Change an agent's status when they forget
Waiting3
Longest1:12
Service level92%
Abandoned2%
Bola AdeyemiUpsetListen · Whisper · Join
Ada EzeHappyOn call · 04:37
Example of the supervisor board.
CRM and integrations
A CRM built in. Yours connected.
Every business gets ChadaFactoria's own CRM. If you already use another one, connect it: agents see its record next to the conversation, and every finished conversation is written back to it.
Built-in CRM
- Contacts and companies with tiers, tags, custom fields and notes
- Tickets with numbers, owners, priorities and due dates
- Every call, chat, email and message on the customer's record
- Duplicate finding and merging, CSV import and export
Connections
- HubSpot, Salesforce, Zendesk and Pipedrive
- Any other system through a signed webhook
- Unknown callers can be added to your CRM from the call
- Company sign-in with Microsoft Entra ID, Google Workspace or Okta
Admin
Set it up yourself, in minutes.
People and invites
Invite agents and supervisors, give them brands, skills and chat limits, and reset their authenticator if they lose a phone.
Numbers and usage
Search for numbers by country and area code, buy or release them, and see this month's call and message usage.
Recording rules
Recording on or off, the notice callers hear, how long recordings are kept, and live transcription on or off.
Queues and brands
Queues per channel with ring times and callback offers, brands with their own chat windows, opening hours and email addresses.
Billing
Choose a plan, pay by card, change card or cancel, and download every invoice yourself.
Conversation log
Search every conversation by date, channel, agent, queue, outcome or customer, and export it to a spreadsheet.
Coming next
What we're building now.
These are on our roadmap. Tell us which matter most to you.
AI assistant Next
Answers customers on chat, messaging and phone from your knowledge base, and hands over to a person with a summary.
Quality scoring Next
Every conversation scored against your scorecard, with coaching notes for each agent.
Payments in the conversation Planned
Quotes, invoices and pay links sent during a chat or call, and secure card payments over the phone.
Outbound campaigns Planned
Preview and progressive dialling with consent records and do-not-call lists.
Workforce management Planned
Forecasts, schedules and live adherence for larger teams.
Mobile apps Planned
Answer and supervise from iPhone and Android.
Try it with your own team.
14 days of everything in Growth, no card needed.