Five channels. One inbox.
Chat, email, SMS, voice and RCS arrive in the same place, answered by the same AI under the same rules — and one customer stays one conversation however they switch.
Where is my order?
Out for delivery — arrives Thursday.
It came, but the lamp is cracked.
Asking to speak to somebody about invoice INV-2291.
Can I change the delivery address?
What you can switch on
Each one is a page of its own: what it carries, what it cannot, and what happens at the edges.
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Chat
A widget on your site, themed to match it, with rich cards and a live handoff to a person.
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Email
Your support address, threaded properly. Forward it on day one, move to your own domain later.
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SMS
Short messages on your own carrier account, measured before they are sent.
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Voice
The AI answers the phone, asks before it records, and hands the call over when it should.
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RCS
Cards and buttons where the handset can draw them, plain text where it cannot.
One customer stays one conversation
A chat that turns into a text message that turns into a phone call is one thread with one history — nobody is asked to explain it again.
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“Where is my order?”
The AIOut for delivery — arrives Thursday.
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“It came, but the lamp is cracked.”
The AIDrafts a $48.00 refund and asks Priya to approve it.
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Mara calls to check on it.
The AIAnswers, asks before recording, and reads back the refund she was promised.
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The confirmation lands in her inbox.
Press reply and it comes back here — not to a mailbox nobody reads.
Same conversation, same history, same rules. Nobody asked Mara to explain it again.
Chat and app sessions come back where they were left, on that device and that identity, and the surface offers to resume a recent conversation rather than start a blank one.
The channel changes. Nothing else does.
A channel decides how a message looks on the way in and out. It never decides what the AI is allowed to do.
One conversation, not five inboxes
Messages from every channel become the same kind of conversation. The AI, your rules, your workflows and your reports never ask which channel something came in on.
The same three lanes
Auto, Draft and Route mean the same thing on a phone call as they do in a chat window — and a conversation only ever steps down toward a person, never up.
Rich replies with a text version underneath
Order cards, option pickers, time pickers and rating blocks carry a written fallback. Where a channel cannot draw them, the written version goes instead.
Attachments it can actually open
A file the platform cannot read is refused on the spot with a sentence naming what to send instead — never accepted and quietly dropped.
Consent checked per channel
Recording on a call, a text message after it, a proactive message at all: each one is checked against what that customer agreed to before anything is sent.
Honest waits, out of hours too
When a customer needs a person and nobody is on, the surface says when someone will be back, keeps their place, and offers to carry on by email. A wait time is never made up.
Four messages in a row are still one question
Aqvitus waits a moment before it answers, so a customer typing in bursts gets one reply rather than four half-answers. Each channel has its own wait, and you can change any of them.
| Channel | Waits | Why |
|---|---|---|
| Chat | 6 seconds | The timer resets while she is still typing. |
| SMS and RCS | 10 seconds | Three short texts in a row are one question, not three. |
| No wait | An email is already a whole thought. | |
| Voice | Per utterance | The AI answers when the caller stops speaking. |
How it connects
Every channel runs the same AI, the same rules and the same history.
AI First. Human Always.
Put the AI in front of every conversation, and keep your team in charge of everything that matters.