Bot-Teams sind da
Geben Sie jeder wiederkehrenden Frage einen eigenen Bot – Bestellstatus, Retouren, FAQ – und halten Sie Ihr Team für die Gespräche frei, die es wirklich braucht.
Jede neue Bot-Fähigkeit, jeder Kanal und jede Korrektur — veröffentlicht und offen gelistet.
Bots get a proper rota. Schedules let you decide which bot is on duty when — the night bot takes evenings and weekends, the returns bot picks up during sale season — and shifts switch over automatically. Teams running several storefronts can now serve up to eight brands from one workspace, each with its own voice and knowledge. The migration wizard grows up too: moving your history and articles from an old help desk now comfortably fits in a weekend.
You can now see exactly what the autopilot is doing for you. Lane-by-lane reports show what each bot resolved on its own, where it escalated and why, and which part of the queue is running hot. Ready-made reports answer the questions every support lead asks on Monday; a report builder covers the rest. Auto-translate also lands in every conversation, letting bots and people answer in 50+ languages while your team keeps writing in one.
People on the team get their own assistant: Copilot suggests reply drafts right in the composer, with links to the articles it drew from, so accepting a good draft takes one click and checking it takes one glance. The knowledge base learns to point at its own blind spots — a new knowledge gaps view shows which unanswered questions keep coming back, and which single article would take the biggest bite out of the queue.
The autopilot now covers the hours your team sleeps. The new night shift bot takes the queue after hours, resolves what it can and leaves a tidy, prioritised list for the morning. WhatsApp, Instagram DM and Telegram join web chat and e-mail in the same inbox, and a returns bot rounds out the lane lineup — it walks customers through return requests step by step and escalates anything unusual.
Botdesk goes live with the idea it was built around: bots that each own one lane. The launch ships two of them — a frequent-questions bot and an order status bot — working inside a shared inbox for web chat and e-mail. Each bot follows its own playbook and knows its limits: when it isn't sure, it hands the conversation to a person together with a short summary, so nobody asks the customer to repeat themselves.