Contact center: every request in one queue
A customer writes on Telegram, his wife calls, the company's accountant sends an email, and a follower asks for a price on Instagram. Each channel has its own phone or tab, and something always slips through. The EYWA for Business contact center collects requests from every channel into one queue, so the team sees them in one place.
Why one queue
When requests live in different apps, nobody sees the big picture: how many people are waiting, which agent is overloaded, which question has come up for the tenth time today. One queue answers those questions at a glance.
Which channels land in the queue
- Telegram — customer messages to your account.
- Instagram — questions in direct messages.
- Email — letters from customers and partners.
- Calls — phone requests from EYWA telephony.
The agent replies from the contact center, and the customer gets the answer in the channel they wrote from. No switching between apps.
Tickets, due dates and customer history
Every request becomes a ticket with a category and a due date. You can see what's waiting, what's overdue and what's resolved.
Each customer has one card across all channels: they wrote on Telegram, then called — the agent sees the whole request history and doesn't ask again for what the customer has already said.
Agents and the dashboard
Agents have statuses, and requests are routed with their load in mind. The queue dashboard updates in real time: a manager sees how many requests are waiting and who is free.
How to connect it
- 1Switch on the contact center in EYWA for Business.
- 2Connect the channels your customers write to.
- 3Add agents and set categories and due dates for tickets.
Bottom line
The EYWA contact center brings Telegram, Instagram, email and calls into one queue with tickets, customer history and a live dashboard. Requests stop getting lost between apps.
More articles
A voice agent answers your calls
In EYWA telephony, a voice agent answers inbound calls: it understands the question, creates a lead and transfers to an agent when needed. After-hours calls land in a ticket as a transcript.
Telephony: numbers, IVR and call recording
External numbers over SIP, extensions and desk phones, voice menus, queues and ring groups, call recording with AI review — telephony in EYWA for Business.
Try it on your own task
Open the chat and send what you need right now. 120 messages a month — free, no card required.