The platform
The support workspace that answers first and escalates wisely.
Dropkeeta combines a unified inbox, AI grounded in your business knowledge and clear rules for human hand-off — so customers get fast answers and your team gets context.
Architecture
How a message moves through Dropkeeta.
Customer channels
Website chat, email, WhatsApp
Dropkeeta inbox
Every message, one queue
AI understanding
Intent & sentiment
Knowledge retrieval
Approved answers only
Respond or escalate
AI reply or human agent
Confident answer
Sent instantly from approved knowledge.
Needs a person
Routed to an agent with full history.
Unified conversation inbox
Every supported channel lands in one queue, grouped by customer. Filter by channel, status, tag or sentiment and never lose track of who's waiting.
AI-powered response generation
Dropkeeta drafts or sends replies in your tone of voice, grounded in the information you've approved — not guesses from the internet.
Business knowledge management
Upload FAQs, policies, product information and help documentation. Keep a single source of truth that powers every answer.
Customer sentiment detection
Each message is assessed for tone so frustrated customers are flagged early and prioritised before a complaint grows.
Smart escalation
Define when conversations go to people: requested by the customer, sensitive topics, negative sentiment or no approved answer.
Workflow automation
Follow up on unresolved conversations, send reminders and request feedback automatically once a case is closed.
Agent collaboration
Assign conversations, leave internal notes and balance workloads so two agents never answer the same customer.
Analytics and reporting
Response times, resolution rates, conversation volume and satisfaction — filtered by period so you can see what's improving.
Support performance
Demonstration data — not actual Dropkeeta or customer results
Conversations handled
7,166
Automated resolution
64%
Avg. first response
6s
Escalation rate
22%
Conversations · handled vs. automated
Complete conversation history
Every interaction is kept on the customer's timeline across channels, so whoever picks up the conversation — AI or agent — starts with context.
Website chat · Mon 10:02
Asked about sizing for order #48213
Email · Tue 09:15
Received shipping confirmation
WhatsApp · Thu 18:40
Reported delayed delivery · negative sentiment
Agent · Thu 18:52
Sara K. offered express replacement
See Dropkeeta with your own support questions.
Book a walkthrough and we'll show you how the platform would handle your customers' most common conversations.