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Fidiora covers web chat, email, and messaging channels with one history per customer, so context follows the customer across channels. Start with one channel, review a week of conversations, then add the next. Every channel uses the same knowledge sources, rules, and free handoff to your team.
One set of rules, many channels
Fidiora gives 24/7 coverage across web chat, email, and other channels, with one place and one history per customer. Every channel uses the same knowledge sources and the same rules, so a billing dispute routes to a person whether it arrives by chat or by email. That is the point of running all of them through one layer: you write your rules once. See omnichannel support.
Web chat
The chat widget is the most common first channel because it is the quickest to install and the easiest to review. Conversations are live, so handoffs reach an agent while the customer is still there. See Install the chat widget.
Email support is slower-paced, so it suits questions that need a complete, careful answer. With email connected, Fidiora can answer incoming questions from your docs and route the rest to your team. For Gmail-based inboxes, see Fidiora and Gmail, which connects through the API or an automation tool like Zapier, and lets you decide which emails Fidiora answers, drafts, or routes to a human.
Email is less forgiving than chat. A customer cannot ask a quick follow-up in the same moment, so incomplete answers cost more. Before turning on email, check that your docs state conditions fully and that sensitive categories route to a person by rule.
Messaging channels
Many teams meet customers where they already talk. Fidiora pairs with messaging channels such as WhatsApp, Facebook Messenger, Instagram, Telegram, Discord, and SMS via Twilio. Each integration page explains how it connects, typically through the provider's API or a supported provider.
Add channels one at a time
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Launch on one channel
Pick the channel with the most repetitive volume, usually web chat. Run it for a week with daily review.
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Check the channel-specific gaps
Read the handoffs. Some questions only appear on certain channels, such as order status over messaging or invoice questions over email. Write the missing docs.
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Connect the next channel
Add one more channel, using the same rules and sources. Confirm handoffs on that channel land somewhere your team is watching.
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Review again
Treat each new channel as a small launch: a week of review before adding the next.
Where handoffs land
A handoff is only as good as where it lands. Decide for each channel whether handoffs go to the Fidiora pipeline, to your existing helpdesk, or to a team channel such as Slack or Microsoft Teams. Wherever they land, the full transcript and customer context come with them, so agents can reply without asking the customer to start over. For running support from team chat, see support inside Slack and Teams.
Pricing across channels
There are no channel surcharges. Every channel is included, and you pay the same per-resolution rate whichever channel it happens on: $0.69, dropping to $0.45 above 1,000 resolutions a month. Handoffs are free on every channel. See pricing.