Platform
The customer service operating system.
Run conversations, tickets, customer context, knowledge, automation, intelligence, reporting, quality, and integrations from one coherent system.
app.protocolcx.com · Northstar
Shared inbox
42 openA
M
+3
Search
SC
Sarah ChenHigh
Unable to update billing card
Email·Billing·Concerned
8m
SLA
AC
Acme CorpUrgent
SSO configuration issue
Chat·Enterprise·Frustrated
18m
SLA
DR
Daniel Reed
Question about annual plan
Email·Support·Neutral
1h
SLA
N
NimbusHigh
API authentication error
Slack·Technical·Concerned
34m
SLA
F
Fieldbook
Invoice export formatting
Chat·Billing·Neutral
2h
SLA
Protocol Intelligence
Live contextSarah’s card was declined after a billing profile update. The account is active, Enterprise, and has no prior payment failures.
Billing policySubscription recordTicket #4821
Platform map
One system, designed around the customer.
Open any part of Protocol and the same customer, conversation, knowledge, workflow, and service context comes with you.
01InboxBring email, chat, messaging, phone, social, and API conversations into one queue with the customer record and previous service history attached.02TicketsCreate a ticket when an issue needs owners, dependencies, tasks, dates, or an SLA while keeping the original customer conversation attached.03Protocol IntelligenceProtocol uses customer history, company knowledge, service policy, the live conversation, and connected tools to help teams research and resolve customer issues.04AutomationBuild workflows from customer, conversation, team, SLA, and business signals with explicit triggers, conditions, actions, and approval steps.05Customer 360Bring support history, account information, billing events, product usage, notes, and sentiment into one customer record that agents can review while they work.06KnowledgeCreate internal and external knowledge, control who can access it, and use recurring customer questions to identify gaps in documentation.07ReportingTrack response and resolution performance, then inspect the issues, customers, teams, and workflows contributing to a change in the numbers.08QualityUse configurable scorecards to evaluate accuracy, clarity, empathy, process adherence, and resolution quality consistently across service conversations.09IntegrationsConnect communication, CRM, commerce, engineering, data, and automation systems so agents can work with relevant customer and operational context in Protocol.