All customer conversations in one place.

Unify messages across channels into a collaborative inbox. Route by skill or priority, reply with context, and keep every thread tied to the right record.

Route the right way from the start.

Distribute conversations by team, round-robin, or rules like language, topic, or account tier. Working hours and presence prevent after-hours assignments.

Collaborate without collisions

• Agent presence and typing indicators.
• Internal comments and @mentions.
• Draft sharing and approved snippets.
• Real-time collision detection.

Resolve with context

View contact timelines, past tickets, and KB suggestions beside each thread. Insert articles or payment links in clicks, and create tasks or tickets when deeper work is needed.

Hit your SLAs

Scale support quality

Resolve customer requests faster

Connect your help desk to your CRM to provide personalized, AI-powered support across every channel. Streamline service with automation and integrations so reps work faster and customers get answers sooner.

Scale customer support and satisfaction.

As volume grows across email, chat, and phone, tickets slip and satisfaction drops. Hoop’s help desk centralizes requests in a single source of truth with built-in AI, multi-language support, Jira and Slack integrations, and 360-degree insights that empower reps and inform your marketing and sales teams.

Deliver excellent support at scale

Omnichannel operations without extra headcount

Run sophisticated support with conditional SLAs, intelligent ticket routing, and IVR phone trees to meet customers where they are.

Built on a unified customer platform

Every interaction syncs to Hoop’s customer platform for a complete journey view and comprehensive support analytics.

Developer-friendly extensibility

Use APIs to embed help desk capabilities into your website admin panel and create custom omni-channel solutions.

Improve rep efficiency with AI

Skills-based routing

Automatically assign tickets to the right rep based on expertise to reduce reassignment and speed first response.

Language detection

Detect customer language preferences to route and respond faster for global teams.

Assistive AI

Use reply recommendations, automated ticket summaries, and sentiment analysis so reps resolve more issues in less time.

Provide more helpful, personalized support

Offer seamless, omnichannel support

Empower your customers to find the answers they need.

Give customers instant, self-serve solutions with an AI-powered knowledge base that is searchable by topic, accessible on mobile and desktop, supports multiple languages, and connects to your support tools to surface gaps and recommend new articles.

Build a unique library of help articles.

Turn frequent support questions into a comprehensive, search-optimized knowledge base. Customize the experience with CMS tools, collaborate with comments and approvals, and accelerate creation with AI assistance from Hoop AI Agents Copilot (beta).

Create and publish faster

• Generate and edit articles with AI assistance to speed up writing.
• Convert FAQs into a structured library optimized for search.
• Use CMS tools to match branding with flexible themes and styles.
• Collaborate with comments and approvals to keep content accurate.
• Manage advanced needs with multi-language articles and API-driven workflows.

Improve support team efficiency

Reduce repetitive questions and shorten time to resolution. Hoop CRM tracks which articles customers have viewed to prevent duplicate answers, while integrations with Slack and other tools keep teams informed about knowledge gaps. Multi-language support helps global teams share and reuse content.

Measure, improve, and evolve your knowledge base

Deliver a searchable, multi-language experience

Turn texts into timely conversions

Reach customers instantly with personalized, compliant SMS. Build two-way conversations, trigger messages from real-time events, and track revenue impact in one place—no code required.

Automate, personalize, and track SMS at scale.

Replace one-off blasts with lifecycle messaging for welcomes, promotions, reminders, and recoveries. Use CRM data for targeting, AI to draft and optimize, and built-in compliance to protect deliverability and brand trust.

Build compliant programs

• Two-way SMS and MMS with keyword opt-in/out (e.g., JOIN, STOP, HELP).
• Consent capture, subscription types, and quiet hours by timezone.
• Country- and carrier-aware sending rules and rate limiting.
• Short links with click tracking and UTM support.
• Templates for alerts, promos, appointments, and order updates.

Personalize every send

Dynamic content

Swap offers, images, and CTAs based on segment, location, and lifecycle stage.

Behavioral triggers

Send on form submissions, page views, cart events, purchases, and custom events.

Audience controls

Segment with CRM fields, engagement history, and custom properties; apply frequency caps.

AI assistance

Generate concise copy, variations, and translations aligned to your brand voice.

Optimize delivery and performance

Connect SMS across the journey

Resolve support. Automatically.

An AI service agent that answers with your knowledge, performs secure actions, and hands off to humans when needed—reducing wait times, raising CSAT, and lowering costs.

Put AI at the front door of support.

Service Agent uses your help center, product docs, and CRM context to deliver accurate, brand-safe answers in seconds. It can collect details, execute workflows, and route complex issues to the right teammate—so customers get outcomes, not wait music.

Grounded knowledge that stays accurate

Knowledge sources

Connect help center articles, FAQs, product docs, and selected webpages to give the agent a single source of truth.

Answer quality controls

Use allow/deny lists and domain restrictions to keep responses on-brand and within approved content.

Freshness & updates

Sync changes automatically so the agent reflects the latest policies, pricing, and features.

Context awareness

Ground answers with CRM properties like plan, lifecycle stage, and entitlement to personalize guidance.

Channel coverage

Offer instant answers on your website, in-app widget, email autoresponders, and messaging channels.

Take action, not just answer

Workflow orchestration

Trigger automations for refunds, cancellations, order lookups, and profile updates through secure back-end workflows.

Forms & data capture

Collect required fields, validate inputs, and write details to CRM and ticket properties.

Authenticated experiences

Safely verify identity and perform account-specific tasks for logged-in users.

API actions

Call approved endpoints to fetch order status, reset passwords, or schedule appointments.

Conversation memory

Remember prior answers within the thread to avoid repetition and speed resolution.

Seamless handoff when a human is better

Train, measure, and govern

Payment Links

Turn any interaction into a purchase moment by sharing links in emails, pages, forms, or meetings. Buyers pay in a few clicks, and your records update instantly across deals and contacts.

Collect payments anywhere

Use links or QR codes to launch prefilled checkouts that reduce friction and error. Flexible placement meets buyers where they already are.

Create links in seconds

• Choose product, amount, and cadence.
• Generate reusable or one-time links.
• Embed across channels with minimal effort.

Delightful checkout experience

Responsive design, multiple methods, and clear confirmations increase completion and trust for new and repeat customers alike.

Centralize commerce in CRM

Operate at scale

Invoices

Generate branded invoices directly from quotes or deals and collect payment on the spot. Finance, sales, and success share the same status, eliminating spreadsheet chases and email threads.

Invoicing made easy

Create digital invoices in a few clicks and deliver them through trusted channels. Buyers see clear line items, taxes, and totals that reduce disputes and delays.

Automate collections

• Send reminders at set intervals.
• Record partial payments and credits.
• Trigger tasks for overdue balances.

One platform for commerce

Keep quoting, invoicing, subscriptions, and payments together so handoffs are automatic and reporting is complete.

Revenue reporting on autopilot

Operational controls

Commerce Tools

Equip teams with AI-assisted quoting, invoicing, subscription management, and payments inside the CRM. Reduce swivel-chair work while improving governance, visibility, and speed.

AI that helps you close faster

Generate accurate quotes in seconds and standardize terms without sacrificing personalization. Workflows remove manual steps that slow cycles.

Quote smarter

• Templates for consistent, on-brand proposals.
• Inline approvals to protect margin.
• Signature and payment on the same page.

Streamline billing & payments

Create invoices, manage subscriptions, and accept payments with automatic CRM updates. Finance and sales operate from the same data.

Unlock visibility

Scale with confidence

Resolve content questions fast.

An AI customer agent that answers with approved knowledge, captures context, performs permitted actions, and hands off to your team when needed.

Turn your content into instant help.

Connect articles, product docs, and policies so customers get precise, cited answers in seconds. The agent reduces ticket volume, increases satisfaction, and frees your team for complex work while keeping responses accurate and on brand.

Knowledge that stays accurate

Trusted sources

Use your approved knowledge base, docs, and FAQs as the single source of truth to ground every answer.

Automatic sync

New or edited content is picked up quickly so answers reflect your latest guidance, pricing, and policies.

Context awareness

Tailor guidance using plan, region, lifecycle stage, and product details stored in CRM.

Multilingual readiness

Answer in the customer’s language when localized articles are available.

From answers to actions

Workflow triggers

Kick off approved flows like returns, password resets, refunds, or appointment requests.

Structured intake

Collect required fields (account ID, device, error code) and write them to ticket properties.

Form fills and updates

Validate inputs, update CRM records, and reduce back-and-forth before any handoff.

Seamless human handoff

Measure and improve

Out-of-the-box service analytics.

Measure team performance, customer satisfaction, and support efficiency in real time with ready-made reports that help your support team resolve issues faster.

Improve your customer experience with actionable insights.

When data is scattered and reports require analysts, customer issues wait. Hoop’s service analytics provides built-in reports on rep productivity, average ticket response time, post-support survey scores, and overall support volume—so your team can focus on customers.

Stop waiting in line for critical service reports

• Everyday-user-friendly dashboards—no analyst queue required.
• Built-in, real-time visibility into support health and trends.
• Unlock insights fast to prioritize fixes and resources.
• Resolve customer problems faster with data-driven decisions.

Gain quick insight on rep productivity

Average time to close

See how long tickets take to resolve and identify process delays.

Chat response time

Monitor responsiveness on live chat to improve customer wait times.

Ticket volume

Track incoming volume and backlog to balance workload across the team.

Bottleneck detection

Spot trends that slow resolution and act before issues pile up.

Uncover customer insights with ease

Monitor interactions and efficiency