Make and track every call in Hoop.

Place and receive calls from your browser or mobile device, auto-log outcomes to your CRM, and use AI-assisted note-taking and conversation intelligence to sell and support more effectively.

Support and sell more efficiently.

Reps spend their day on the phone and can lose track of priorities. With call tracking, you can route inbound calls, start or forward calls from mobile, and capture actionable insights with AI-powered conversation intelligence—so every call advances the relationship.

Automate outbound with a power dialer

• Queue calls directly from the CRM and move through lists quickly.
• Validate numbers and connect automatically to reduce manual steps.
• Drop voicemails in one click; skip or pause as needed.
• Capture outcomes automatically with built-in logging and disposition tracking.

Transcribe and summarize with AI

Real-time transcription

Eliminate manual note-taking with live transcripts captured during the call.

Instant, editable summaries

Generate summaries with clear action items and log them to the CRM for easy access.

Embedded AI assistance

Chat with AI during or after the call to surface insights and identify next steps.

Coach smarter with conversation intelligence

Manage complex calling at scale

Provide transparency for customers and clarity for reps.

Set working hours, automate response and resolution targets, and report on attainment so your team always knows what to prioritize—and your customers always know what to expect.

Set clear expectations with automated SLAs.

Avoid lost tickets and unclear goals. Define response and resolution commitments, add automation to enforce them, and measure performance so you can meet and exceed customer expectations.

Create SLAs based on ticket properties

• Establish “time to first response” and “time to close” for predictable customer experiences.
• Apply different targets by ticket priority, channel, or other properties.
• Give customers visibility into timelines while guiding reps on what’s most urgent.

Triage and prioritize unresolved issues

• Use a visual, real-time indicator to see time remaining before an SLA breach.
• Spot at-risk tickets instantly so reps can act before deadlines are missed.
• Keep queues manageable and prevent burnout by surfacing the next best action.

Improve SLA metrics with automation and reporting

Operationalize in weeks with clear working hours

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

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

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

Subscriptions

Create plans with cadence, terms, and trials, then bill automatically using saved methods. Track MRR/ARR and renewal health alongside deals for a complete revenue picture.

Recurring billing on autopilot

Invoices or charges run on schedule with clear receipts and ledger entries. Reduce manual work and missed renewals across product lines.

Accurate, on-time payments

• Automated dunning and retries raise collection rates.
• Partial, upgrade, and downgrade handling.
• Tax and currency support for global customers.

Flexible payment options

Collect via cards or ACH and store methods securely for future cycles. Support regional wallets where available.

Unified revenue management

Lifecycle 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

Orchestrate your customer journey.

Build workflows that enroll records based on triggers, branch on conditions, and execute actions that keep teams aligned and customers engaged.

Automation that scales with you.

Start with templated flows, then add branches, delays, and if/then logic to model real processes—no code required.

Powerful enrollment

• Trigger on property changes, form submits, stage moves, or events.
• Re-enrollment controls to prevent loops.
• Lists and segments to target precisely.

Actions that get work done

CRM updates

Create tasks, set owners, and modify fields.

Messaging

Send emails, posts, or handoffs to other tools.

Data ops

Copy, format, and calculate properties reliably.

Branching and timing

Testing and governance

AI-powered email turns manual work into strategic value.

Forget everything you know about email creation. AI handles the heavy lifting - generating audiences, personalizing content, and optimizing delivery - while you focus on strategy. This is a new way to engage and convert customers using unified CRM data and AI-driven insights.

Intuitive tools simplify content creation.

Go from idea to inbox in minutes. Tell AI what you want to say and get complete branded email drafts, including the template, subject line, body copy, and imagery. Already have a design from another platform? AI recreates it in Hoop without rebuilding from scratch.

Personalization at scale

No coding skills needed. Move beyond basic merge tags to true 1:1 personalization using unified CRM data. Each email transforms based on the recipient, pulling contact and company properties such as demographics, industries, and other stored fields to create entirely tailored messages.

Data-driven insights that guide every send

AI predicts which contacts will engage and recommends optimal send times for each recipient to protect deliverability. After each send, instant summaries highlight anomalies, show what is working, and suggest what to change - no spreadsheet analysis required.

Generate branded emails instantly

Maximize engagement