THUNAIVI FEATURES

AI-First Customer Support & Ticket Automation Features

Thunaivi combines unified inbox operations, automation, collaboration, and reporting so your team can deliver faster replies with better quality.

Last updated: October 8, 2026

Why Thunaivi Â· Support ROI Calculator Â· Migration Checklist

Website Chat · WhatsApp Support · Shared Team Inbox · Support Automation Platform

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Website Chat WhatsApp, Instagram, Facebook, Telegram, Website Chat

QUICK ANSWER

Which Thunaivi features matter most?

Thunaivi is strongest when a team needs unified inbox control, AI-assisted replies, workflow automation, collaboration, and analytics across website chat, WhatsApp, Instagram, Facebook, and Telegram.

Best for

Support teams handling repetitive questions across multiple customer channels.

Core outcome

Faster first response, cleaner ownership, and safer AI-to-human handoff.

Not best for

Teams looking only for a single-channel live chat widget with no workflow automation.

CORE CHANNELS

Every channel, one inbox

Handle customer conversations from every channel in one unified AI-first workspace.

Website Live Chat

Brand-matched 24/7 AI chat widget on your website.

WhatsApp Business

Automated 2-way WhatsApp customer messaging & support.

Instagram Direct (DMs)

Automate Instagram DMs and story mentions 24/7.

Facebook Messenger

Centralize page conversations & Messenger in one queue.

Telegram Bot & Groups

Manage Telegram support bot and community inquiries.

Custom API & SMS / Twilio

Connect 2-way SMS or custom CRM/app API inboxes.

Channel Routing

Route incoming chats to the right team queue automatically.

Unified Timeline

View complete customer conversation history across all channels.

COLLABORATION

Tools to handle any conversation

Collaborate internally and resolve customer issues faster without losing context.

Private Notes

Internal collaboration without exposing customer-visible text.

Mentions

Tag teammates directly in active conversations.

Assignments

Assign owners and keep clear accountability.

Labels

Tag conversations for smarter triage and reporting.

Priorities

Flag urgent requests for faster agent response.

Response policy targets

Track response targets and SLA escalation timing.

Canned Responses

Use approved fast-reply templates across channels.

Macros

Run grouped actions in one click.

AUTOMATION

Work smarter with AI and automation

Reduce repetitive support tasks and keep workflow quality consistent.

AI Agent

Resolve repetitive queries automatically 24/7.

Intent Routing

Classify and route conversations by customer intent.

Auto Assignment

Distribute workload evenly across available agents.

Escalation Rules

Escalate high-value or unresolved conversations.

Business Hours

Apply custom AI behavior and greetings by support schedule.

Fallback Handoff

Route uncertain AI responses to human agents seamlessly.

Automation Logs

Track automated workflow actions for continuous optimization.

Rule Conditions

Build custom condition-based support automations.

CUSTOMER CONTEXT

Know your customers better

Use profile and conversation context for accurate support decisions.

Contact Profiles

View customer contact details in one sidebar panel.

Attributes

Store custom fields and CRM attributes for segmentation.

Previous Conversations

Reference past customer history across channels quickly.

Segments

Filter and target customers by profile and behavior data.

Tags & Labels

Categorize customers and recurring issues.

Conversation Summary

Summarize chat context with AI before human handoff.

Source Tracking

See which channel, page, or campaign the chat came from.

Account Notes

Maintain internal account-level context across agents.

ANALYTICS

Measure what matters

Track response speed, resolution rates, and support performance with clarity.

First Response Time

Monitor first response speed by team and channel.

Resolution Time

Track average ticket resolution duration.

Handoff Rate

Measure AI deflection and agent escalation patterns.

Conversation Volume

Track customer conversation trends over time.

Agent Performance

Compare productivity and response times across teammates.

CSAT Tracking

Monitor customer satisfaction surveys and trend shifts.

Quality Signals

Identify consistency and risk patterns in AI replies.

Export Reports

Share CSV and PDF performance reports for reviews.

EXTENSIBILITY

Connect your stack

Integrate Thunaivi workflows with your backend business systems.

REST API Access

Connect your internal tools, mobile apps, and custom code.

Webhooks

Trigger downstream workflows in real time on chat events.

CRM Sync

Share contact context with HubSpot, Salesforce, or Zoho.

Custom Apps

Extend support workflows with custom internal widgets.

Bot Integrations

Connect external LLM pipelines or orchestration agents.

Data Pipelines

Stream support data into your data warehouse or BI tools.

Event Triggers

Trigger actions based on message creation and status change.

Ops Integrations

Integrate with incident and alert notification systems.

SECURITY

Enterprise-grade security

Operate with secure controls, encryption, and governance-friendly visibility.

Role-Based Access

Control permissions by team role (Admin, Agent, Viewer).

Audit Logs

Track sensitive actions for accountability and compliance.

Secure API Access

Protect integrations with scoped tokens and IP filters.

Data Handling Controls

Apply retention policies and data deletion compliance.

Workspace Isolation

Separate client workflows by agency sub-account or brand.

Permission Management

Define granular permissions for deleting or exporting chats.

Operational Governance

Standardize secure customer support operations.

Security Reviews

Maintain review-ready support workflows and infrastructure.

HIGH-INTENT GUIDES

Explore focused support workflows by channel and team need

Use these landing pages for specific buyer intent around Messenger automation, Instagram DM handling, and shared team collaboration.

Facebook Messenger Support Automation

See how to automate Messenger support while keeping human takeover for sensitive conversations.

Instagram DM Automation

Understand how Instagram DM automation helps capture leads and handle support faster.

Shared Team Inbox

Review the shared team inbox workflow for assignment, notes, collaboration, and response ownership.

Thunaivi vs Chatwoot

Compare shared inbox execution, AI support controls, and production go-live fit.

Ready to transform your customer support?

Launch Thunaivi with your support stack and scale with confidence.

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