Inside Butterchat: building one AI inbox for every channel
How we brought WhatsApp, Facebook and Instagram into a single command center — and taught an AI agent to answer like your best rep.
Support teams live in a dozen tabs. A customer messages on WhatsApp, follows up on Instagram, then opens a ticket by email — and every channel is its own island. Butterchat started as our attempt to end the island-hopping.
One thread, every channel
We model a customer, not a channel. Whatever door someone knocks on, the conversation lands in the same thread, with the same history and the same AI context behind it. The result is a single command center your agents actually enjoy opening.
The best support tool is the one your team forgets they are using. It just works, and the hard parts are invisible.
The AI does the first draft
Every incoming message is scored for intent and confidence. When the AI is sure, it answers instantly from your knowledge base. When it is not, it hands a drafted reply to a human — never a cold start, always a running head start.
- Retrieval-grounded answers, not hallucinations
- A confidence gate that decides answer vs. acknowledge
- Full audit trail from AI draft to human send
It is in production with real customers today. This is the first of several posts pulling back the curtain on how it is built.
