Answer from context, not from scratch.
Caspira Live opens every conversation with the customer's profile, history, tags, and internal notes already in place — so the first reply is informed and the second one is faster.
What your agents have to hand.
Everything below is in the conversation view itself, not two clicks away in another tool.
Conversation history
Past threads with the same customer sit beside the live one, so an agent can check what was promised last time before answering.
Internal notes
Add context for whoever handles the next message. Notes are visible to your team and never to the customer.
Tags and concern
Label conversations by topic and record the customer concern, so patterns show up in reporting instead of in your head.
Assignment and capacity
Each agent has a chat capacity limit, and new conversations only route to people who are online and under it.
Ticket escalation
Turn a conversation into a tracked ticket when it needs follow-up beyond the current session.
Satisfaction ratings
Ask for a rating after resolution and see the scores per agent and over time in analytics.
Know who you're talking to.
Profiles build themselves as your team works. Nothing has to be entered twice, and a returning customer is recognised rather than treated as a new ticket.
- Name and contact details
- Conversation history
- Tags and concern
- Order number
- Internal notes
- Assigned agent
- Satisfaction rating
- Last interaction
See how support is actually going.
Volume alone does not tell you whether customers were helped. These are the views supervisors use.
Inspection workspace
Reviewers open a closed conversation, read the full transcript, and score it against your criteria.
Supervisor monitor
A live wall shows conversations in progress, who is handling them, and current agent presence.
Daily agent records
A per-agent record of completed chats and time spent online, calculated in your workspace timezone.
- Conversations by status
- Conversations by channel
- Customer satisfaction
- Completed chats per agent
- Agent online time
- Concern and topic mix
- QA inspection scores
- AI vs agent replies
Figures shown in previews are sample data, not customer results.
Give your support team the full picture.
Start free with up to 3 seats, then move up when your conversation volume does.