One inbox for web chat, WhatsApp and email.
Every conversation your customers start — on your site, on WhatsApp, or by email — lands in one shared inbox, triaged by AI, attached to the customer record it belongs to.
In build, shipping through 2026 · WhatsApp by QR or Business API · Conversations stored in Indian data centres · One record shared with Comsky CRM
Your customer does not think in channels. Neither should the inbox.
The same person messages you on WhatsApp on Monday, emails on Wednesday and opens the web chat on Friday. In most support stacks those are three conversations in three tools held by three people. Comsky Chat is being built so they are one thread, on one record, in front of one agent.
Web chat, WhatsApp and email in the same list
Not a primary channel with two bolted on. All three arrive in one queue, sorted by the same rules, counted in the same report.
One customer, one thread
Messages are matched to a customer by phone number and email address. Reach the same person on a second channel and the history is already there rather than starting from nothing.
Reply in the channel they used
The composer follows the message. Email keeps its subject and threading, web chat stays live, and WhatsApp obeys WhatsApp’s rules without the agent having to remember them.
Private notes the customer never sees
Notes and @mentions sit on the thread itself, so the context of a handover lives where the next agent will look for it instead of in a separate chat app.
Team inboxes and saved views
Scope an inbox to a team, save the filter you actually work from, and open it with the keyboard. Built for people who live in this screen for eight hours.
Number masking
Agents can be given a conversation without being given the customer’s phone number. Useful when the team is large, or partly outsourced, or both.
There are two ways to put WhatsApp in a shared inbox. We are building both.
Most vendors pick one and then argue that the other does not matter. It does. The QR path is live in minutes and handles groups; the Business API path is what gets you templates, broadcast volume and the green tick. Which one is right depends entirely on what you send and how much of it.
| Linked device (QR scan) | WhatsApp Business API | |
|---|---|---|
| How the number connects | Scan a QR from WhatsApp → Linked devices | Apply through Meta and verify the business |
| Time to first message | Minutes | Days, because verification sits with Meta |
| Message templates | Not required | Required for anything outside the 24-hour window |
| The 24-hour window | Does not apply | Applies. After 24 hours of customer silence, only an approved template |
| Sending volume | Whatever a normal WhatsApp number is allowed | Tiered limits that rise with your quality rating |
| Verified green tick | Not available | Available once Meta verifies the business |
| Group chats | Yes — groups appear in the inbox like any other thread | Not supported by the API |
Planned on the WhatsApp side
Meta charges separately for Business API messaging. That charge is set by Meta, not by us, and it will appear as its own line rather than being folded quietly into a seat price.
From arrival to resolution, with the AI in the middle and a person at the end.
The design rule we are holding to: AI does the reading, the sorting and the first draft. A human keeps the send button until you decide otherwise.
01 · It arrives and is identified
The message is matched to a customer by the phone number or email address it came from. If there is no match, a record is created rather than the message sitting anonymously in a queue. Prior threads across all three channels attach themselves, and the Comsky CRM record opens beside the conversation.
02 · It is triaged
AI reads the message and sets what it can infer: intent, priority, language and tags. Routing rules then put it in front of someone — round robin, or balanced by who has fewest open threads, with per-agent caps so nobody is handed a queue they cannot clear. The SLA target for that segment is applied and the timer is visible on the thread.
03 · It is answered
Where the answer is in your help centre and the AI is confident, the AI agent can reply on its own. Where it is not, it writes a draft the agent edits before sending — which is a different product decision from a bot that guesses. Every AI answer cites the article it came from, and translation works both ways in the composer.
04 · It is closed, and the gap is recorded
Resolution is written to the thread and to the customer record. Questions the AI could not answer are collected as missing help-centre content rather than disappearing into a closed ticket, and unanswered or reopened conversations are surfaced rather than buried.
Support history and sales history are the same history.
A thread in Comsky Chat is attached to the customer record in Comsky CRM. Not synced to it nightly, not linked by an integration you configure and then maintain — attached, because they are one record in one system. The agent answering a WhatsApp message can see the open deal. The person working the deal can see that support has been firefighting for a fortnight.
Comsky CRM is live today. Comsky Chat and Comsky Telephony are in build — as each ships, its events join this same timeline rather than creating a second one. Chat also works on its own if the CRM is not what you want from us.
What is being built, without the paragraphs.
Inbox
- Web chat, WhatsApp and email in one queue
- Team inboxes scoped to a group
- Saved views with filters and sort
- Keyboard-first navigation
- Private notes and @mentions
- Side conversation with a vendor or colleague
- Delay send and undo send
- Channel, number and language captured on every thread
- Multiple numbers on one workspace
- QR linked device or Business API
- Template library with Meta approval status
- Opt-in recorded against the contact
- Scheduled and recurring broadcast
- Group chats as first-class threads
- Agent access without SIM or device sharing
AI
- Triage: intent, priority, language, tags
- Drafts the agent edits before sending
- AI agent answering from your own help centre
- The source article cited on every answer
- Clean handoff to a human with a summary
- Two-way translation in the composer
- Thread summary on reassignment
Routing and SLA
- Round robin across active agents
- Balanced by open conversation count
- Per-agent assignment limits
- Away mode skipped, auto-unassign on logout
- SLA targets per segment or priority
- Sort by first response, next response and time to close
Tickets and knowledge
- Customer, internal and tracker tickets
- Many tickets linked to one underlying issue
- Saved replies that also assign, tag or close
- Public help centre
- Internal-only articles for agents
- Per-surface availability switch on every article
- Content gaps surfaced from resolved threads
Reporting and control
- Response and resolution time by channel
- Unanswered and reopened conversations
- Volume per agent, per number, per channel
- AI answer rate and handoff rate
- Audit log and full conversation export
- REST API and webhooks
- Conversations stored in Indian data centres
Against the incumbent, and against the stack most teams are actually running.
Two honest comparisons. One is Intercom, which is very good and priced in dollars per seat plus dollars per AI resolution. The other is the real competitor: a web chat widget, a WhatsApp tool and a shared mailbox, bought separately and never introduced to each other.
| Intercom | Three separate tools | Comsky Chat | |
|---|---|---|---|
| What a seat costs | $29 to $132 per seat per month, billed in dollars | Three subscriptions, three renewal dates | One rupee price per seat, with WhatsApp and AI inside it. The figure is being finalised. |
| Paying for the AI | $0.99 per resolution, plus $29 per agent for agent-side AI | A fourth subscription, if any of them has AI at all | Triage and drafting included in the seat. We are not planning a per-resolution meter. |
| SLA timers | On the top tier only | Only if your mailbox tool happens to have them | Not reserved for a top tier. |
| A pay-as-you-go channel attached to a chat-first product | A separate product with its own inbox and its own login | A first-class channel, with groups, multiple numbers and both connection paths. | |
| First class | A shared mailbox that knows nothing about the other two | The same thread as the web chat and the WhatsApp message. | |
| WhatsApp groups | Not supported | Only if the WhatsApp tool is a group tool | Groups appear in the inbox as threads you can ticket and assign. |
| Where conversations are stored | United States, EU or Australia | Wherever each of the three vendors keeps them | Indian data centres. |
| One customer, one history | Support history, in a support product | Three histories that never meet | The same record as Comsky CRM, so sales and support read one timeline. |
| Support when it breaks | A paid tier, in another timezone | Three desks, each blaming the other two | IST, from Noida, included. |
Competitor prices and tier gating are taken from their published pricing pages and were correct when this page was written. Check them yourself before you decide — they move.
Three plans. No numbers on them yet, and we are not going to make some up.
Comsky Chat is not open for sign-up. Per-seat pricing in rupees will be published when it ships. What is settled is the shape: one price per seat that includes WhatsApp and the AI, rather than a seat price plus an AI meter plus a WhatsApp add-on.
Starter
A small team putting web chat, one WhatsApp number and the support mailbox in one place.
- Web chat, WhatsApp and email in one inbox
- One WhatsApp number
- Saved replies and private notes
- Public help centre
- Response time reporting
- Conversations stored in India
Growth
A support desk with a real queue, a rota, and someone who cares what the first response time is.
- Everything in Starter
- Multiple WhatsApp numbers and group chats
- AI triage and AI drafts
- AI agent answering from your help centre
- Round robin, balanced routing and agent caps
- SLA targets and SLA sorting
- Ticket types, including tracker tickets
- Comsky CRM record linking
Enterprise
Large or distributed teams, regulated buyers, and anyone who needs a security review before signing.
- Everything in Growth
- SSO and provisioning
- Contact and number masking
- Audit log and full export
- REST API and webhooks
- Written data residency commitment
- Named onboarding contact in IST
Every figure above is unset on purpose. WhatsApp Business API messaging is charged by Meta and will be billed through at its own line. Waitlist members will see the price list before it is public, and before they are asked to commit to anything.
Before you join the waitlist.
Can I use Comsky Chat today?
No. It is in build and shipping through 2026. Comsky CRM, Cloud, TallyBridge and Backup are live now; Chat is not. Join the waitlist and we will tell you a real date when we have one, rather than a date that keeps moving.
Do I need the WhatsApp Business API?
Only if you need message templates, high broadcast volume or the verified green tick. If you mainly answer customers who message you first, and you work in WhatsApp groups, the QR linked-device path is faster to set up and does not put you inside the 24-hour window. Both paths are planned, and you can run different numbers on different paths.
What is the 24-hour window?
On the WhatsApp Business API, once a customer messages you, you can reply freely for 24 hours. After that, until they message again, you may only send a template Meta has approved in advance. It is a WhatsApp rule, not ours. The inbox will show the remaining window on the thread so an agent is not writing a reply that cannot be sent.
Will the AI answer customers without a person seeing it?
Only if you switch that on. The default we are building towards is drafts: the AI writes, the agent reads and corrects, the agent sends. Autonomous answering is per-article — you decide which help-centre content the AI agent is allowed to answer from, and which is for agents only.
What happens when the AI does not know?
It hands the conversation to a human with a summary of what was asked and what it already tried, and the SLA clock keeps running. No loop, no “did that answer your question?” three times, no dead end. The unanswered question is also recorded as a gap in your help centre.
Can I bring my existing help centre articles?
That is the intent, and articles can be pasted or uploaded. We are not going to list specific third-party importers before we have built and tested them — the supported sources will be published at launch.
Where will our conversations be stored?
In Indian data centres, on the same infrastructure as the rest of the suite. Message content, attachments and the help centre stay in the country. We will put that in the contract for Enterprise buyers who need it in writing.
Do I have to use Comsky CRM as well?
No. Chat will work on its own with its own contact records. But the reason to buy both is the one record: the deal, the emails, the WhatsApp thread and, once Telephony ships, the calls, all on one timeline instead of four.
How will this be priced against Intercom?
One rupee price per seat, with WhatsApp and the AI included, rather than a seat price plus $0.99 per AI resolution plus an agent-AI add-on. We have not set the number yet, which is why the pricing table above is blank rather than optimistic.
Start with Comsky Chat.
Grow into the ecosystem.
One account opens every Comsky product — and one invoice covers them, however many you run.