Run customer service on Protocol.
Handle conversations, tickets, knowledge, automation, quality, and reporting without dropping the customer context behind each case.
Sarah’s card was declined after a billing profile update. The account is active, Enterprise, and has no prior payment failures.
Keep customer context intact from first contact through resolution.
Protocol brings inbox, ticketing, knowledge, automation, AI assistance, reporting, and service controls together around the customer and conversation.
Conversations
Bring service channels and handoffs together around the customer and issue being handled.
Structured work
Turn customer issues into owned work when they need assignment, follow-up, or escalation.
AI assistance
Use customer history, policy, knowledge, and live service data to guide replies and next actions.
Operations
Route cases, track SLAs, manage approvals, and automate follow-up while keeping ownership and customer context clear.
Move from intake to resolution without losing context.
Customer history, conversation details, knowledge, routing, and service data remain available as a case moves through response, follow-up, and resolution.
Bring every service channel into one customer history.
Email, chat, messaging, social, and internal notes stay together so agents can see the conversation that came before.
Ground AI suggestions in customer history, policy, and service data.
Protocol uses permissions, policy, customer history, knowledge, and current service data so suggested actions are grounded in information your team can review.
The plan upgrade completed successfully, but the workspace entitlement did not refresh. The account is eligible for an immediate entitlement sync under the subscription policy.
I found the issue. Your upgrade completed correctly, but workspace access did not refresh. I can sync the entitlement now and confirm once the new plan is active.
Build service workflows with visible rules and approval steps.
Use explicit triggers, conditions, customer signals, service policy, and approved AI actions. Teams can inspect how each workflow is configured and where approval is required.
Explore workflowsSummarize account history, identify policy, and prepare a handoff note for the billing owner.
Review individual cases alongside queue and service performance.
See the customer issue alongside queue health, SLAs, quality, workload, and reporting so teams can handle the case and understand what is affecting service performance.
Sarah manages operations at Nimbus. She has contacted support three times this quarter, primarily about billing permissions. Her current issue resembles ticket #4821.
Manage teams, permissions, SLAs, workflows, and reporting as service operations grow.
Keep customer data, access controls, routing, quality, automation, and reporting organized across larger service teams and more complex workflows.
Roles, permissions, SSO, SCIM, auditability, and controlled access.
Keep sensitive actions visible, permissioned, and reviewable.
Configure teams, SLAs, routing, quality, workflows, and reporting.
Connect systems of record through integrations, APIs, webhooks, and events.
Works with the systems your organization already runs.
Connect communication, CRM, commerce, engineering, data, and automation systems while keeping Protocol as the service workspace.