All features, module by module

Compare DialogueBase with your current tools line by line. Every module shares the same contact, history and permissions.

Customer service

Answer on every channel, hand over with context and follow through.

Omnichannel inbox & live chat

  • WhatsApp, WeChat, WeCom, Facebook Messenger, Instagram and web live chat in one inbox
  • A queue for each team, with agent status: online, busy or offline
  • Accept, reject and transfer, with the history attached
  • Customer profile, vouchers and activity timeline beside every chat
  • AI summary, plus AI assistant answers from the knowledge base with sources
  • Supervisor monitoring and 7-day stats

Chatbot flows & knowledge base

  • Menus, FAQ and answers grounded in your knowledge base
  • Look up the customer's own records, such as balance, bookings and vouchers
  • Guided questions that create a CRM record: dropdown, number, date, yes/no, text and photo
  • Webhook steps that call your own systems for live data
  • Hand over to a team with the full history
  • One flow for WhatsApp, WeChat and web live chat, versioned, with a built-in simulator

Cases, routing & SLA

  • Your own case types, priorities and statuses
  • Created from a chatbot step or by an agent in Chat Portal
  • Routing rules set the owner; supervisors can reassign
  • SLA target per priority, tracked automatically
  • Linked to the conversation, the contact and the transaction
  • Resolution time recorded on every case

Marketing

Reach the right segment on WhatsApp and let every reply decide the next step.

WhatsApp campaigns & journeys

  • Segments on any contact field, saved and reusable
  • WhatsApp-approved templates with variables and buttons
  • Send now or schedule, with auto-stop on failures
  • Delivered, read, clicked and failed, per recipient
  • Journeys triggered by button replies, delivery status or failed sends
  • Journey actions: hand over to the chatbot, update the contact, assign, send a template, retry
  • WhatsApp Flows for forms inside the chat
  • Redemptions attributed back to the campaign

Sales follow-up

Capture enquiries in the chat and pass them to the right team, on records you define.

Capture enquiries and pass them to sales

  • A campaign reply or a new chat starts the conversation
  • Guided questions on WhatsApp or WeChat collect the details and create a record
  • The record goes to your own custom object, or to a Salesforce Lead
  • Hand over to the sales team's queue with the conversation attached
  • Track stages with a dropdown field on your object, and see them in dashboards
  • AI summary and activity timeline on every record

Management & insights

Live dashboards on your own records, or ask the data in a conversation.

Dashboards & reports

  • KPI, line, bar, pie, donut and table widgets
  • Group any object by any field
  • Summary tables with totals and averages
  • Built on live records, no exports
  • Edit dashboards without code

Ask the data in conversation

  • Ask in everyday words and get the answer as a table
  • Shows its steps: which fields it checked, the period and how it grouped the records
  • Suggested follow-up questions to dig deeper
  • Only uses the data each user is allowed to see

Foundation

What every team builds on: your own objects, workflows, integrations and where it runs.

CRM records & custom objects

  • Standard objects: contacts, conversations, cases and activities
  • Custom objects for your own data, such as points, vouchers, bookings and orders
  • Field types: text, number, date, dropdown, yes/no and image
  • Configurable page layouts with KPI tiles and related lists
  • AI summary and activity timeline on every record
  • Find any record from the search bar

Integrations & workflows

  • External integrations such as Salesforce, with separate production and UAT connections
  • Integration actions with request and response mapping
  • Run from chatbot webhook steps, or from workflows when a record changes
  • Every call logged with request and response
  • REST API and webhooks

Deployment & security

  • DialogueBase Cloud on Alibaba Cloud
  • Private deployment on AWS, Microsoft Azure, Alibaba Cloud, or your own servers after an assessment
  • Permissions down to role, user, field and record
  • Record history shows who changed what
  • Encrypted in transit and at rest

Enterprise AI

AI for customers, agents, managers and admins, under the company's control.

AI & bring your own key

  • Answers customers on WhatsApp in mixed languages, and hands over when unsure
  • AI assistant beside every chat: summary, past records and a Case draft
  • Ask your CRM in everyday words and get tables
  • KB Chat for internal SOPs, with sources
  • AI steps in workflows
  • Your own Qwen account, a model for each feature, audit, monitoring and usage limits by team and user

Working with Salesforce

Keep Salesforce and add WhatsApp, AI and live chat.

DialogueBase with Salesforce

  • Chats create and update Salesforce Leads and Cases
  • Salesforce contact data beside the live chat
  • One knowledge base shared by the bot and agents
  • Single sign-on, with Salesforce users mapped to DialogueBase teams
Why DialogueBase

What each approach still leaves out

ApproachWhat you getWhat you still lose
Chatbot aloneAutomated repliesNo CRM ownership or case accountability
Live chat aloneHuman repliesWeak customer history and retention insight
Traditional CRMA contact databaseConversations stay outside the system of work
DialogueBaseConversation, record, AI and handover in one placeGaps closed in one console

Bring your feature list

Send us the list you are comparing against and we will go through it with you in the demo.

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