VINZAS® Products
Vinzi Desk
Support that answers, improves and measures itself.
An AI-powered support platform that brings tickets, chat, email, knowledge base and customer portal together in one place. It also lets you build your own chatbots on top of your documentation.
- Form, email and chat in one inbox
- AI that answers and assists
- A portal you edit without code
- AI quality you can measure
01 / What's included
Form, email and chat in one inbox
All your support in one place, with customer context at hand.
- Web form with custom fields for each product
- Email with threads and third-party copies, so no conversation gets lost
- Duplicate detection and ticket merging
- Bulk actions and Play mode to clear the queue in series
- Snooze, scheduled replies, internal notes and mentions
02 / What's included
AI that answers and assists
Automate what can be automated and leave people the work that needs judgement.
- Automatic replies based on confidence level, or draft mode to review before sending
- A copilot that suggests three drafts: formal, friendly and technical
- Sentiment, intent and language analysis on every message
- Conversation translation into six languages
- Handover to a person with the full context
03 / What's included
Embeddable chat
Installs with a single line of code and answers from your own documentation.
- Live answers that show the sources used
- Attachments, history across devices and browser notifications
- Handover to a live agent, or to a ticket when nobody is available
- Satisfaction survey when the conversation closes
04 / What's included
A living knowledge base
It helps you keep the base current with what your customers ask.
- PDF, Word and web documents, plus articles with areas, glossary and procedure sheets
- Article drafts generated from solved tickets, always reviewed by a person
- Detection of topics the base does not cover yet
- One-click article translation
05 / What's included
A public portal you edit visually
Your help center and customer portal, without touching code.
- Drag-and-drop editor for home, help, categories, articles and contact
- Spanish and English versions, with independent draft and publish
- Your own domain and branding
- Analytics on what your customers search for and don't find
06 / What's included
Editable email templates
Every email that goes out carries your brand and your voice.
- Visual template editor with variables
- Versions per language and your own logos
- Out-of-office notices by schedule or by period
- A log of every email sent and received
07 / What's included
Rules and automation
Repetitive work is configured once and runs by itself.
- Triggers and automations with combinable conditions and actions
- Macros for the replies that repeat the most
- SLAs with business hours and warnings before a breach
- Routing by skills and by product
- Negative-sentiment alerts
08 / What's included
AI quality, measured
Changing the AI is not an act of faith: you test before you publish.
- A set of reference cases and a quality judge
- Run-to-run comparison and failure analysis
- A history of the AI configuration, with rollback
- Try a configuration without publishing it
- Cost per task and per model
09 / What's included
Statistics
What happens in support, without building reports by hand.
- A dashboard with trends, SLAs at risk and workload per agent
- Reports with export
- AI metrics: self-resolution, containment and first-contact resolution
- Satisfaction: CSAT and NPS by channel
10 / What's included
Security and control
Who does what, and a record of it.
- Roles and permissions per product
- Activity log, global audit and spam filter
- Attachments scanned for viruses
- Moving content from testing to production with change review
- A connector to operate the platform from external assistants