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ZynTrail

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ZynTrail is customer service software for small and mid-sized support teams: a help desk and contact centre in one product. Email, phone calls, Facebook Messenger, Instagram, WhatsApp Business and the chat on your website arrive as tickets in one queue. Each customer has one history with every call, email and message in order, so whoever answers sees what was said before. ZynTrail has its own cloud phone system with a softphone in the browser. Every inbound call opens a ticket, missed calls included, and answered calls keep their recording. ZynTrail includes an AI assistant (Pro and Enterprise plans). It drafts replies in the customer's language from your knowledge base and a description of your company, and can also read documents an agent picks for a draft. It works in three modes: it suggests a reply, sends after an agent approves, or answers on its own during the hours you set, for example on the website chat at night. It covers email, website chat, Messenger, Instagram and WhatsApp. The AI provider (OpenAI or Google Gemini) comes with the plan, so there is no separate account or API key, and a monthly usage limit keeps the cost fixed. Every reply written by the assistant is marked as such. The product also covers reply deadlines (SLA) by priority, departments and routing, a knowledge base, shift planning and work time with automatic assignment to people on shift, satisfaction surveys, reports with Excel export, a customer portal, and webhooks for shops, forms, Zapier, Make and n8n. Pricing is per team, not per agent: Start €35 a month for up to 3 people, Business €75 for up to 10, Pro €149 for up to 25 (excl. VAT). Enterprise with telephony on request. Onboarding and setup are free on every plan, and support from our team is unlimited from Business up. Hosted in the EU. Interface in English, Bulgarian and Russian. 30-day free trial and a live demo without sign-up.

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