Features
Everything support touches, in one system.
Not a legacy helpdesk with AI bolted on years later. The inbox, the AI, the knowledge, and the team's work were built together.
Unified inbox
Email, live chat, and tickets land in the same queue. No forwarding, no tab-juggling, no working out who has what.
- One shared queue for email, chat, and tickets
- Assignment, participants, and takeover
- Canned replies and a shared attachment library
- Departments for routing work to the right people
AI agent
The AI agent resolves questions with what your business actually knows: your docs, your policies, your voice. When a human should take over, it hands the conversation to your team instead of going in circles.
- Grounded answers from your own knowledge base
- Hands the conversation to your team when it should
- Tunable AI behavior and smart responses
- Coming soon: an AI phone agent that answers by voice from the same knowledge base
Chat widget
A chat widget you drop onto your site. It carries your colors and your logo, and hands live conversations to your team when the AI should step aside.
- Themes and brand colors that match your site
- File, image, and voice attachments both ways
- Sits alongside the contact form on the same page
Contact form and knowledge base
An embeddable contact form for your site, and the knowledge base the AI answers from. Both are yours to brand.
- Embeddable contact form carrying your branding
- Knowledge base the AI agent answers from
- Spam protection on the form
AI writing assistance
Your agents keep the keyboard. The AI drafts a first reply, improves the one they wrote, or expands a short note into a full response.
- A draft waiting on the first reply to a ticket
- Improve and expand any reply in the composer
- Writes in your business's voice, not a generic one
Team collaboration
Support and the work it creates, side by side. Your team gets tasks, channels, direct messages, reminders, and @mentions without leaving the system.
- Tasks linked to the ticket or conversation that created them
- Public and private channels, plus direct messages
- Reminders, reactions, and @mentions
- Internal notes that customers never see
Analytics
See how the desk is actually performing: how fast you respond, how much the AI resolves on its own, and what customers thought of it.
- Overview, agents, AI performance, and feedback views
- Median first-response time
- AI resolution rate
- Customer satisfaction ratings on every conversation
Automation and SLA
Automation rules act on tickets as they arrive, and SLA policies keep the clock visible so nothing quietly ages out.
- Automation rules with triggers, conditions, and actions
- Automatic responses on the rules you choose
- First-response and resolution targets per priority
- Override rules for the exceptions
API
A REST API for the parts of Retily you want to build on, plus webhooks for the events you want to react to.
- Endpoints for tickets, conversations, customers, and knowledge
- API keys you create and revoke per integration
- Webhook endpoints for events