# LógicZAP — Omnichannel customer service

> **LógicZAP** is Lógic Digital’s omnichannel customer service platform: it brings WhatsApp, Instagram, Facebook Messenger, Telegram, email and website chat into a single inbox, with team routing, automation, AI chatbots and performance reports.

LógicZAP is not just another chatbot: it is the hub where your team, automations and AI serve customers together, without losing context.

URL: https://www.logicdigital.com.br/en/solutions/omnichannel-customer-service

## The challenge: When customer service fragments

Every new channel solves a problem for customers and creates one for the operation.

- **Slow response times:** Messages arrive across channels and wait until someone notices.
- **Overloaded teams:** Agents switch between apps and answer the same questions all day.
- **Fragmented history:** Customer context is scattered across phones, inboxes and social profiles.
- **Managing blind:** Without queue, response-time and satisfaction metrics, nothing improves.

## What changes with LógicZAP

- **One inbox:** Every channel together, with each customer’s full history on one screen.
- **AI on first contact:** Frequent questions answered automatically, with hand-off to people when needed.
- **Organised teams:** Routing by team and queue, labels, canned responses and internal notes.
- **Managed by metrics:** First response time, resolution, volume by channel and satisfaction surveys.

## Features

Everything a multichannel service operation needs, in one place.

- **Integrated channels:** WhatsApp, Instagram, Facebook Messenger, Telegram, email, SMS and website chat.
- **Website chat widget:** Branded chat with pre-chat form and proactive messages.
- **Automatic routing:** Assignment by team, queue and availability, balanced across agents.
- **AI chatbot:** Automated answers from the knowledge base with hand-off to the team.
- **Agent copilot:** AI reply suggestions, conversation summaries and tone adjustments.
- **Automation and macros:** Rules by event, time and content to remove repetitive work.
- **Labels, notes and mentions:** Organise conversations and collaborate without leaving the inbox.
- **SLAs:** Response and resolution policies with alerts for the team.
- **Help centre:** Public knowledge base for customer self-service.
- **Contact records:** Profiles, custom attributes, companies and segments.
- **Reports and CSAT:** Performance by agent, team and channel, with satisfaction surveys.
- **Agent mobile app:** Serve customers from a phone with real-time notifications.

## Use cases

- **Multichannel customer service:** One team handles WhatsApp, social media and email with one queue and one set of metrics.
- **Pre-sales and e-commerce:** Product, order and delivery questions answered on the customer’s channel of choice.
- **AI triage:** The bot resolves simple requests and passes the rest to people, with context.
- **Support with a help centre:** Self-service articles reduce repetitive demand and feed the chatbot.

## Better together

- [LógicPBX](https://www.logicdigital.com.br/en/solutions/cloud-pbx): With LógicPBX, voice and messaging are part of the same service strategy.
- [LógicGPT](https://www.logicdigital.com.br/en/solutions/enterprise-generative-ai): With LógicGPT, company knowledge powers the bot and the agent copilot.
- [Lógic360](https://www.logicdigital.com.br/en/solutions/whatsapp-platform): With Lógic360, sales runs on WhatsApp while service continues in LógicZAP.

## Frequently asked questions

### What is omnichannel customer service?

Serving customers across channels — WhatsApp, social media, email, chat — in an integrated way, with a single history. The customer chooses the channel; the company keeps the context.

### Can several agents share one WhatsApp number?

Yes. Conversations on the number are distributed across agents and teams in the LógicZAP inbox, each with an owner and history.

### Does the chatbot replace the team?

No. AI answers frequent questions and collects initial information. When a person is needed, the conversation is handed over with full context.

### How much does LógicZAP cost?

Pricing varies with channels, number of agents and automations. Request a proposal and we will design the right setup.

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Lógic Digital (Logic Serviços Digitais LTDA) · Av. Santos Dumont, 1687, Sala 109, Fortaleza/CE, Brazil · +55 (11) 4210-7799 · comercial@logicdigital.com.br · Request a proposal: https://www.logicdigital.com.br/en/contact