CX Hub
Every customer conversation. One calm inbox.
Omnichannel ticketing with AI assistance, SLAs and analytics for support teams of every size.
What is CX Hub?
CX Hub is INTELLIA's customer support platform. It brings email, WhatsApp, web chat, social messages and phone calls into a single shared inbox, turns each conversation into a trackable ticket with SLAs, suggests replies using AI grounded in your knowledge base, and reports on response times, resolution and satisfaction.
Last updated
The problem
Why teams look for smart customer support platform software
Support requests arrive through email, WhatsApp, phone and social media, each handled in a different tool. Agents copy information between screens, managers cannot see backlogs or response times, and customers repeat themselves every time they switch channels.
The solution
How CX Hub solves it
CX Hub gives every request a single ticket with full history across channels, routes it to the right team automatically, tracks SLA timers, and helps agents reply faster with AI suggestions and a shared knowledge base. Managers see live queues and trends on one dashboard.
Features
Why teams choose CX Hub
Shared inbox
All channels in one place, with assignment and internal notes.
SLA timers
Visible countdowns and automatic escalation before breaches.
AI suggested replies
Drafts grounded in your articles and past resolutions, always reviewed by an agent.
Customer 360
Orders, previous tickets and calls next to every conversation.
Self-service portal
Customers find answers and track tickets without calling.
CSAT and reporting
Satisfaction surveys and dashboards for every team.
Modules
What's inside CX Hub
Omnichannel inbox
One queue for every channel, with customer history alongside each conversation.
- Email, WhatsApp, web chat, Facebook and Instagram messages
- Call logging from CONVERSA
- Merge duplicate tickets
- Collision detection between agents
Ticketing and SLAs
Structured tickets with priorities, categories, owners and service-level timers.
- Custom ticket fields and forms
- Business-hours SLA policies
- Escalation rules
- Parent and child tickets
Automation and routing
Rules and AI classification that send each ticket to the right place.
- Skills- and load-based assignment
- Auto-tagging by intent
- Canned responses and macros
- Scheduled follow-ups
AI assist
Generative AI grounded in your own knowledge.
- Suggested replies with sources
- Conversation summaries on handover
- Sentiment flags
- Draft knowledge articles from resolved tickets
Knowledge base and portal
Self-service help center and customer ticket portal.
- Public and internal articles
- Search with AI answers
- Customer ticket tracking
- Multilingual content
Analytics
Operational and quality reporting.
- First response and resolution times
- SLA compliance
- CSAT surveys
- Agent and team performance
How it works
Who it's for and how it's deployed
Customer support teams
From five agents on one channel to large multi-team operations.
eCommerce and retail
Order, delivery and returns questions at high volume.
Service businesses
Banks, telecoms, education and healthcare providers handling member requests.
Deployment options
Cloud
Hosted and managed by INTELLIA with automatic updates.
On-premises
Installed on your servers or private cloud for data-residency needs.
White-label
Rebranded for BPOs and service providers to offer to their clients.
Implementation timeline
Indicative durations for a standard deployment; confirmed during discovery.
Phase 1 · 1–2 weeks
Setup and channels
Workspace, teams, channels and SLA policies configured.
Phase 2 · 1–2 weeks
Migration and automation
Historical tickets imported, routing rules and macros built.
Phase 3 · 1–2 weeks
Knowledge and AI
Knowledge base populated and AI assist tuned on your content.
Phase 4 · 1 week
Training and go-live
Agent and supervisor training, then go-live with hypercare.
Integrations and security
Integrates with
- Meta WhatsApp Business Platform
- Email (IMAP, SMTP, Microsoft 365, Google Workspace)
- CONVERSA contact center
- Odoo ERP and CRM
- Single sign-on (SAML, OAuth)
- REST API and webhooks
Security and compliance
- Role-based access control and field-level permissions
- Encryption in transit (TLS) and at rest
- Full audit log of ticket changes
- PII masking options for AI features
- Configurable data retention
How CX Hub fits into a support operation
Most teams start by connecting email and WhatsApp, then add web chat and phone. Each new channel feeds the same ticket model, so reporting stays consistent as the operation grows. Supervisors watch live queues and SLA risk; agents work from one screen with customer history beside every conversation.
CX Hub compared with a shared mailbox
| Capability | Shared mailbox | CX Hub |
|---|---|---|
| Ownership of each request | Unclear | Assigned ticket with owner |
| Response-time tracking | None | SLA timers and escalation |
| WhatsApp and chat | Separate tools | Same inbox |
| Reporting | Manual | Real-time dashboards |
| AI assistance | None | Grounded reply suggestions |
Built on INTELLIA services
CX Hub's AI features are built by our AI and machine learning team, and its messaging channels use our WhatsApp Business Platform integration. See the omnichannel support desk case study.
CX Hub in practice
- Result pending · Share of conversations resolved by the botResult pending · Change in median first response time
retail-and-ecommerce · TODO_REAL_VALUE
WhatsApp automation for customer engagement
A retail business moved customer conversations from staff phones to the official WhatsApp Business Platform, adding a shared inbox, bots for order questions and opt-in notifications.
Draft — awaiting client approval - Result pending · SLA compliance after rolloutResult pending · Reduction in duplicate tickets
telecom-and-contact-centers · TODO_REAL_VALUE
Omnichannel support desk rollout
A service company replaced separate mailboxes, phones and chat tools with CX Hub, giving every request a ticket, an owner and an SLA.
Draft — awaiting client approval - Result pending · Service level after cutoverResult pending · Change in abandonment rate
telecom-and-contact-centers · Pakistan
Contact center modernization on Asterisk/Issabel
A contact center moved from a legacy PBX to CONVERSA on Asterisk and Issabel, gaining skills-based routing, CRM screen pop-ups, searchable recordings and live wallboards.
Draft — awaiting client approval
FAQ
CX Hub questions, answered
What is CX Hub?
Which channels does CX Hub support?
Does the AI reply to customers automatically?
Can we migrate from our current helpdesk?
How is CX Hub priced?
Can CX Hub be hosted in our country?
More customer experience products
- Customer experience
LOOMX
WhatsApp automation
Chatbots, shared inbox and opt-in campaigns on the official WhatsApp Business Platform.
Learn about LOOMX - Customer experience
RESOLV
Email management system
Shared mailboxes with AI triage, routing and SLAs for teams that live in email.
Learn about RESOLV - Customer experience
CONVERSA
Contact center management platform
Inbound, outbound and omnichannel contact center software built on Asterisk and Issabel telephony.
Learn about CONVERSA
See CX Hub in action.
Book a tailored demo with a product specialist. We will show your workflows, not a generic tour.