Every question your customers ask, on one thread.
Resolv.Now takes email, WhatsApp and your customer portal and turns them into one conversation per case — with a deadline that runs in your opening hours, an escalation ladder that rings someone when it slips, and an audit trail behind every number on the dashboard.
Runs against the database you already have.
Meter M4471 reading looks wrong
Built on the infrastructure you already run
How it works
Four steps, and none of them is a spreadsheet
A case arrives on whatever channel the customer chose, gets a deadline it can be measured against, and leaves a record that still makes sense a year later.
- 01
Capture
A customer writes to your published address, messages your WhatsApp number, or asks through the portal. All three raise the same kind of case, on the same thread, with the attachments they sent.
- 02
Route
The queue decides the branch, the opening hours and the promise. A case lands with its first-reply and resolution deadlines already computed against that queue's own rota and holidays.
- 03
Resolve
Your agent answers once, and the customer gets it on the channel they used. Internal notes stay internal. Suggested articles appear as the subject is typed, on both the agent's form and the customer's.
- 04
Prove
Every state change is an event in an append-only ledger. Attainment, medians and escalations are derived from it on read — so tightening a target next month does not re-judge last month.
Key capabilities
What you get on day one
Not a roadmap. This is what ships today.
3channels
One thread, however they reach you
Email with real threading, WhatsApp Business, and a portal your customers use without an account. A case that starts as an email and continues on WhatsApp is still one case.
24hwindow
WhatsApp, handled properly
The 24-hour reply window is tracked and shown as a countdown. Outside it, an approved template goes instead — and if there is no template, your agent is told rather than left thinking the message was delivered.
0passwords
A portal customers actually use
Identity is an email address they proved they can read. Nothing is created until they open the link, so nobody raises a case in your customer's name.
1ledger
Numbers you can defend
Every figure is computed from the event ledger on read, never accumulated into a counter. The same history reads 240 minutes under one policy and 120 under one that pauses on hold.
Channels
Meet customers where they already are
Three inbound channels, one case, one history.
Keep your published address and forward it to us. Replies preserve From, Message-ID and References, so a case is raised in the customer's name and their answer lands back on the same thread — matched on the headers first, and the case number only as a fallback.
- Your own domain
- True header threading
- Attachments kept
- Quoted history trimmed
Run on the Cloud API alongside the WhatsApp Business app on the handset, so your staff can keep answering the way they do now while the desk mirrors both directions. Voice notes, photos and documents arrive as attachments on the case.
- Coexistence with the handset
- Window countdown
- Approved templates
- Media in both directions
Portal
A public help page per desk, with your articles on it and a form underneath. Customers track their own cases with a link, and nothing is filed until they open the one we email them.
- A page per queue
- Article search
- No account to create
- Verified by email
Service levels
A deadline that means something
Most desks measure in wall clock and then explain the numbers away. This one measures in the hours you are open.
Business hours, per queue
Each desk has its own rota and its own holidays, in its own timezone. A case raised at 16:55 on Friday is not late at 09:00 on Monday because a clock ran all weekend.
A ladder, not one email
Escalation is tiered. The assignee first, then their manager, then whoever you name — and it is the highest rung due that fires, so a desk left overnight gets one message rather than three.
Snooze never launders a breach
Parking a case hides it from today's list and changes nothing else. It still counts as overdue and still escalates. Pausing the clock on hold is a policy setting, decided once, in the open.
A policy change is a new version
Tightening a target publishes a version; cases already open keep the promise they were raised under. Last quarter's attainment is the same number next quarter.
Fast and useful are different numbers
A one-click rating when a case is resolved, reported beside attainment. A desk that answers in four minutes and solves nothing cannot report itself as healthy. Customers rate from the portal, with nothing to sign in to.
The dashboard
Numbers a review can survive
Attainment, medians and escalations, every one of them derived from the event ledger at the moment you open the page. Tighten a target next month and last month's figures do not move.
Open
42
across 3 desks
Overdue
3
all escalated
Unassigned
6
in your branches
No deadline
0
the one to watch
By desk
| Desk | Open | First reply | Median |
|---|---|---|---|
| Technical support | 24 | 96% | 14m |
| Billing | 11 | 100% | 9m |
| Field service | 7 | 88% | 41m |
"No deadline" is the figure to watch. A case with no target can never breach and never escalates, so it is missing from every other number on the page — which is the one state that looks exactly like everything being fine.
Roadmap
Where the desk goes next
Everything above is live today. This is the direction — an intelligent layer on top of a desk that already works, rather than a promise standing in for one. We publish it so you can see what you would be buying into, and tell us which of it matters most to you.
AI reply drafting
A first draft written from the thread and your own published articles, in the customer's language, for the agent to edit and send. It never sends on its own.
Automatic triage
Queue, priority and tags suggested from the first message, with the confidence shown — and a human able to overrule it without the model arguing back.
Deflection bot
Answers from your published knowledge base, over chat and WhatsApp, that hands over to a person the moment it is out of its depth rather than looping.
Also on the list
- Thread summaries
- Chat widget
- Public status page
- Round-robin assignment
- Macros and canned replies
- Public REST API and webhooks
- Slack and Microsoft Teams
- Automatic translation
- Instagram and Messenger
- Voice and callbacks
- Custom fields per queue
- Breach forecasting
Pricing
Priced by how many desks you run
We quote per tenant rather than per seat, because a desk that charges by the agent is a desk you staff too thinly. Tell us how you work and we will put a number on it.
Desk
One queue, off the shared inbox.
On request
Talk to us- One support queue
- Email on your own domain
- Customer portal
- Knowledge base
- Business-hours SLA policy
- Full audit ledger
- Email escalation at breach
Desk Pro
Several desks, and WhatsApp.
On request
Book a demo- Everything in Desk
- Unlimited queues and rotas
- WhatsApp Business channel
- Tiered escalation ladders
- Attachments and media
- Mobile push for agents
- Dashboard: Today and Trends
- Per-agent timezones
Enterprise
Multi-branch, multi-company.
Let's talk
Talk to us- Everything in Desk Pro
- Branch-scoped visibility
- Multiple companies on one instance
- Custom holidays and calendars
- Runs in your own database
- Migration from your current desk
- Named onboarding contact
- Early access to the roadmap
Every plan includes the audit ledger, the knowledge base and unlimited customers. Pricing is quoted on request while the product is in its first year.
FAQ
Questions we get asked first
Do our customers need an account?
No. The portal identifies someone by an email address they proved they can read: they ask, we email a link, and opening it is what creates the case. There is no password to reset and nothing to onboard.
Can we keep our published support address?
Yes, and you should. You keep soporte@yourcompany.com and add a redirect to the address we monitor. A redirect preserves the original sender and the threading headers, so the case is raised in your customer's name rather than in ours — and the reply they get comes from your address, not ours.
Does WhatsApp mean giving up the phone our staff use?
It does not have to. A number can run on the WhatsApp Business app and the Cloud API at the same time, so your team keeps answering on the handset and the desk mirrors both sides of every conversation. Messages typed on the phone count as replies and are credited to your service levels.
What happens to old cases when we change a service-level target?
Nothing. Saving a policy publishes a new version, and a case keeps the version it was raised under. That is what makes an attainment figure worth reporting: last month's number is the same number next month.
Where does our data live?
In your own SQL Server database, beside the rest of your company's data. Support is a module of a system you may already be running, not a separate silo we hold for you — and a deletion, a rename or a reassignment is on the audit trail either way.
When do the AI features arrive?
We do not publish dates for them. What ships today is listed under Features, and that is the list to buy on — the roadmap is direction rather than a commitment. If one of those capabilities is what would make the difference for your desk, tell us on the contact form: it is how we decide the order.
Can we try it with our own data?
That is what a demo is. Tell us which desk you want to look at and we will set it up against a copy, so you are reading your own queues rather than somebody else's fixtures.
See it against your own queues
Half an hour, your data, no slides. Tell us how support reaches you today and we will show you what it looks like on the other side.