Omnichannel support channels · Built in Zagreb · Hosted in the EU
Wherever they message you across every support channel,
your team sees it on the same screen.
Voice, email, web chat, WhatsApp, Viber, Instagram, Facebook Messenger, AI ChatBot, FAQ ChatBot, web form – ten omnichannel support channels, all in one timeline.
Marko, 21:14
The phone rings at 21:14.
The customer’s number lights up. Marko already knows the case.
On screen: WhatsApp from this morning. Instagram from Friday. Web chat from earlier in the week. All same case. All same timeline.
Marko answers in seconds.
The customer never asks “have we spoken before?”
Every channel, one grid
Ten channels your customers already use.
Voice
Web chat
Viber
Facebook Messenger
AI ChatBot
FAQ ChatBot
Web form
One workspace, three big motions
Voice, written, social – one timeline.
01 · Voice
Inbound, outbound, IVR
Routing, recording, statistics. Auto-link to customer record. Whisper coaching for new agents.
02 · Written
Email, web chat, WhatsApp, Viber
Shared inboxes, routing, templates, queueing. Web form and chatbots feed the same queue.
03 · Social
Instagram and Facebook Messenger
DMs, comments, mentions – all in the same timeline as everything else.
What it actually looks like
One inbox. Every channel.
A WhatsApp message, a Messenger DM, an email – they all land in the same threaded view. Customer profile, active cases, attachments stay one click away.
No tab-switching. No copy-pasting between systems. The agent answers, the case updates, the customer never repeats themselves.
The result: faster resolutions, higher satisfaction scores, and agents who spend their time helping customers instead of hunting for context across five different tools.
CRM and connectors
CRM-agnostic, API-first.
Integrate any CRM via REST API and webhooks – custom rebuilds welcome but not required. Average custom bridge: 14 days. SkyDesk connects natively with the WhatsApp Business API and major social platforms out of the box.
WhatsApp Business
Viber
Instagram DM
Facebook Messenger
Microsoft Dynamics 365
DualSOFT
Your CRM via API
EU data, EU rules
Hosted in a Tier 4 EU data center.
Tier 4 EU data center
Strict physical security standards, redundant power and cooling, EU-only residency.
ISO-aligned operations
Aligned with ISO 27001 (security), 22301 (continuity), 14001 (environment), 9001 (quality).
GDPR by design
Standard DPA on request. DPO available. Subject access requests handled inside the workspace.
Why it exists
SkyDesk is built in Zagreb.
Customers should not have to remember which channel they used yesterday. So SkyDesk puts all omnichannel support channels in one timeline.
When a customer sends a WhatsApp message on Monday, calls on Wednesday, and emails on Friday — they expect your team to know the full story. Most contact centres lose that thread the moment the channel switches. SkyDesk omnichannel support channels solve this by routing every interaction into a single timestamped conversation timeline.
Agents see the complete conversation history before they say hello. Supervisors track queue depth across all support channels from one dashboard. Response times drop. Repeat explanations disappear. Whether your team handles 50 contacts a day or 5,000, every channel feeds the same shared workspace — so nothing falls through the cracks.
Interested in the full picture? Explore all SkyDesk products or learn about our team.
Ready to start
Tell us your stack. We will map it.
In 20 minutes we map every channel you use today and show which SkyDesk handles natively, which need a connector.
PS – Two onboarding slots open this month. The week you wait is the week your agents keep losing time to tab-switching.