Every ticket answered in seconds
Liya reads each incoming ticket, pulls context from your knowledge base, and drafts a personalized reply in under 2 seconds. Agents review, edit if needed, and send — instead of writing from scratch.
- Drafts grounded in your actual docs and past resolutions
- Tone matching — sounds like your team, not a bot
- One-click send or inline edit with full control
- Confidence score so agents know when to intervene
Know what every ticket means before you open it
Liya analyzes every incoming ticket for intent, urgency, sentiment, and SLA risk. Agents open conversations with full context already surfaced — no more guessing why someone's reaching out or where it should go.
- Intent classification across 40+ support categories
- Urgency scoring with SLA breach prediction
- Sentiment detection — spot frustrated customers early
- Smart routing based on topic, tier, and agent skill set
Train once, stays current automatically
Upload PDFs, paste URLs, connect Notion or Confluence — Liya ingests it all and keeps knowledge fresh as your product evolves. The AI cites sources so agents can verify and customers can trust.
- Supports PDFs, URLs, Notion, Confluence, and plain text
- Auto-detects outdated content and flags it for review
- Source citations in every AI reply
- Gap detection shows you what customers can't find
Know when AI is helping — and when it needs review
Built-in monitoring for flagged responses, knowledge gaps, and low-confidence drafts — surfaced in a live dashboard. Support leaders can continuously improve the system, not just rely on it.
- Confidence score on every AI draft before it's sent
- Automatic flagging of off-policy or low-quality replies
- Knowledge gap detection from real ticket patterns
- Weekly quality reports and accuracy trend tracking
Route, tag, and resolve without lifting a finger
Build conditional workflows that trigger on ticket content, sentiment, priority, and customer segment. Auto-assign, auto-tag, escalate VIPs, and close resolved conversations — all without manual triage.
- If/then rules with unlimited conditions
- Sentiment detection for frustrated customers
- SLA breach alerts before they happen
- Auto-close after resolution + CSAT trigger
Every channel. One inbox.
Email, live chat, and web widget all land in a single shared inbox. Agents switch channels seamlessly, and the AI drafts appropriately for each medium — formal for email, concise for chat.
- Email (Gmail, Outlook, custom SMTP)
- Live chat with web widget
- WhatsApp Business (Growth & Enterprise)
- Shared inbox with collision detection
- Channel-specific tone and format tuning
The dashboard your team will actually open
Volume trends, AI resolution rate, CSAT, first reply time, agent leaderboards, and ticket deflection — all in one view. Export to CSV or connect to your data warehouse.
- Real-time and historical trend views
- Agent-level performance breakdowns
- AI vs. human resolution comparison
- Custom export and data integrations
Enterprise-grade security baked in
Every action is logged with full attribution — who sent what, when, and whether AI was involved. Role-based access controls, SSO, and data residency options for regulated industries.
- Immutable audit log for every ticket action
- Role-based access: Admin, Agent, Read-only
- SSO / SAML 2.0 support
- SOC 2 Type II · GDPR · EU data residency
Connects to tools you already use
Native integrations ship on day one. Zapier covers everything else.
+ Zapier for custom connections