AI automation, omnichannel messaging, and powerful tools — so your team delivers exceptional support at scale.

Powerful Features, Built for Modern Support

Explore every capability Albert offers to help your team deliver world-class customer service.

AI-Powered Triage & Assistance

Let machine learning handle the repetitive work so your agents can focus on complex, high-value conversations.

Automatic ticket classification by topic, sentiment, and urgency
Smart routing to the right agent or team based on skills and workload
AI-generated reply suggestions with one-click send or edit

Ticket #4 821

Order not delivered

customer@example.com

AI Classified

Shipping Queue

Agent: Sarah K.

Confidence96%

Omnichannel Inbox

Meet your customers wherever they are and manage every conversation from one place.

Unified threads across email, live chat, WhatsApp, phone, Facebook, Instagram, and X
Inbound and outbound call logging with recordings, duration tracking, and call notes
Channel-aware response templates and real-time typing indicators

Unified Inbox

Chat

Phone

Social

Active conversations32

Customer 360 View

Give agents instant access to the full customer context before they type a single word.

Order history, subscription status, and billing details in the sidebar
Complete timeline of previous tickets and interactions
Custom attributes and tags synced from your CRM or database

Customer Profile

Jane Doe

jane@acme.co

PlanProfessional

LTV$2,340

Tickets12 (3 open)

Recent Orders

#9 012$129.00Delivered

#8 847$59.00Shipped

Knowledge Base & Self-Service

Deflect up to 40% of tickets with a searchable, AI-enhanced help center.

Rich-text article editor with categories, tags, and version history
AI auto-suggests articles to customers before they submit a ticket
Internal-only articles for agent onboarding and process documentation

Help Center

Search articles...

Getting started with Albert

Onboarding2.4k reads

Setting up SLA policies

Configuration1.8k reads

Connecting WhatsApp Business

Channels1.2k reads

SLA Policies & Workflow Automation

Set clear service targets and automate the processes that keep your team on track.

Configurable SLA policies with first-response and resolution-time targets
Automatic escalation, reassignment, and notification rules
No-code workflow builder with conditions, actions, and time-based triggers

SLA Dashboard

First ResponseTarget: < 15 min

Elapsed: 8 min53%

Resolution TimeTarget: < 4 hr

Elapsed: 2h 40m67%

EscalationTarget: < 1 hr

Elapsed: 52 min87%

98.5% SLA compliance

Phone & Call Management

Handle voice support alongside every other channel — with full call logging, recordings, and transcripts linked to tickets.

Inbound and outbound call logging with Twilio and Exotel integration
Call recordings stored and linked directly to the ticket timeline
Duration tracking, call status monitoring, and agent performance metrics
Automatic transcript generation for searchable call history

Call Log

+1 (555) 234-5678

Inbound · 8m 32s · Ticket #4821

Completed

5:418:32

Transcript

Customer: I placed order #9847 last week and it still shows processing...

Agent: Let me pull up your order right now. I can see it shipped yesterday...

Developer Platform & Integrations

Albert fits into your engineering ecosystem with flexible APIs and pre-built connectors.

RESTful API and SDKs for JavaScript, Python, Ruby, and Go
Webhooks for real-time event streaming to your backend
MCP connectors for Slack, Jira, Salesforce, Shopify, and more

Terminal

// Create a ticket via REST API
const response = await fetch(
  'https://api.albert.app/v1/tickets',
  {
    method: 'POST',
    headers: {
      'Authorization': 'Bearer sk_...',
    },
    body: JSON.stringify({
      subject: 'Need help',
      channel: 'email'
    })
  }
);

201Created in 42ms

AI Chatbot & Multi-Agent Support

Deploy an always-on AI chatbot that routes customer questions to specialized agents — each an expert in orders, deliveries, accounts, or your knowledge base. Customers get instant, accurate answers while your team focuses on complex issues.

Multi-agent architecture with 5 specialist domains: orders, deliveries, accounts, catalog, and FAQ
Automatic routing with confidence scoring — low-confidence queries escalate to human agents instantly
Full conversation memory across turns — the bot remembers context throughout the interaction
Seamless human handoff with complete bot conversation summary passed to the agent

Albert BotOnline

Where is my order #9847?

12:04 PM

Orders Specialist94%

Your order shipped via FedEx yesterday.

Tracking: 729103847

12:04 PM

Connecting to live agent...

Estimated wait: under 1 min

AI-Powered Triage & Assistance

Let machine learning handle the repetitive work so your agents can focus on complex, high-value conversations.

Automatic ticket classification by topic, sentiment, and urgency

Smart routing to the right agent or team based on skills and workload

AI-generated reply suggestions with one-click send or edit

Omnichannel Inbox

Meet your customers wherever they are and manage every conversation from one place.

Unified threads across email, live chat, WhatsApp, phone, Facebook, Instagram, and X

Inbound and outbound call logging with recordings, duration tracking, and call notes

Channel-aware response templates and real-time typing indicators

Phone & Call Management

Handle voice support alongside every other channel — with full call logging, recordings, and transcripts linked to tickets.

Inbound and outbound call logging with Twilio and Exotel integration

Call recordings stored and linked directly to the ticket timeline

Duration tracking, call status monitoring, and agent performance metrics

Automatic transcript generation for searchable call history

// Create a ticket via REST API const response = await fetch( 'https://api.albert.app/v1/tickets', { method: 'POST', headers: { 'Authorization': 'Bearer sk_...', }, body: JSON.stringify({ subject: 'Need help', channel: 'email' }) } );

AI Chatbot & Multi-Agent Support

Multi-agent architecture with 5 specialist domains: orders, deliveries, accounts, catalog, and FAQ

Automatic routing with confidence scoring — low-confidence queries escalate to human agents instantly

Full conversation memory across turns — the bot remembers context throughout the interaction

Seamless human handoff with complete bot conversation summary passed to the agent