Built to make support easier
Every module in the application — from dashboards and omnichannel inbox to Evaluation, Sentiment Analysis, campaigns, and admin — lives in one workspace built for real support teams.
From first message to happy customer
A simple workflow that scales with your team — whether you have 1 agent or 1,000 — with Evaluation and Sentiment Analysis at every step.
Capture
Every message from every channel lands in one unified inbox — with Sentiment Analysis flags on tone — so nothing slips through.
Route
Tickets are automatically assigned to the right agent based on skills, workload, context, and conversation sentiment.
Resolve
AI suggests the best response. Agents review, tweak if needed, and send — fast — while Evaluation forms capture quality.
Improve
Analytics, Evaluation scorecards, and Sentiment Analysis highlight what's slowing you down and how customers feel. Keep getting better.
Tickets that manage themselves — almost
The full ticketing workspace your agents use daily — create, assign, merge, and resolve with custom fields, SLA rules, canned responses, and Evaluation context on every case.
- Auto-assign by skills, workload & availability
- Custom priorities, types, sources & SLA rules
- Merge, split & link related tickets
- Custom fields, ticket forms & templates
- Post-resolution Evaluation forms for quality coaching
Your AI teammate that never clocks out
Build and train your AI Agent in the Builder — connect it to your Knowledge Base, deploy via Widget or Customer Portal, and let AI Configuration power smart routing and Sentiment Analysis.
- Train on your own Knowledge Base
- Smart response suggestions in real time
- Auto-categorisation and priority detection
- Deploys via embeddable chat widget & customer portal
- Conversation Sentiment Analysis with supervisor alerts
Every channel. One inbox.
Email, WhatsApp, SMS, Facebook, Instagram, X, LinkedIn, YouTube, TikTok, Telegram, Google Reviews, and live chat — all in one omnichannel inbox with Sentiment Analysis on every thread.
- 10+ channels connected in Administration
- Unified conversation thread per customer
- Omnichannel forms, tags & canned responses
- Embeddable chat widget for your website
- Sentiment Analysis on every conversation thread
Know exactly how your team is doing
Dashboards, Reporting, Analysis, Evaluation reports, and Sentiment Analysis — the same screens your ops leads use inside the app, with drill-down and CSV export where your plan allows.
- Dashboards for tickets, calls, omnichannel, campaigns, surveys & AI
- Reporting & Analysis screens with shareable insights
- Agent monitoring, productivity & assignment metrics
- Evaluation reports with drill-down and export
- Sentiment Analysis trends, alerts & CSV export
Everything in the application
The same modules you see in the MuwakilDesk sidebar — dashboards, applications, customers, tools, campaigns, reporting, builder, export, and administration — all in one workspace.
Live analytics dashboards for every major area of your support operation.
Daily agent workspace — everything they need without leaving the platform.
Contacts and companies linked to every ticket and conversation.
Supervisor tools for routing, coaching, monitoring, and quality.
Outbound Email, WhatsApp, and SMS from the same platform as your inbox.
Operational reporting, deep analysis, and quality intelligence.
No-code assets for self-service, AI, feedback, and customer portals.
Export contacts, companies, tickets, and reports when you need data out of the platform.
Organise agents, skills, groups, roles, shifts, and business hours.
Connect every customer touchpoint into one omnichannel inbox.
Voice integrations with dashboards and reporting built in.
Ticket lifecycle, SLA policies, automation, and omnichannel forms.
Speed up agents with reusable responses and ticket templates.
System-wide configuration, AI, accounts, and developer access.