Product — Unified Inbox
Every channel. One agent workspace.
Voice, chat, email, SMS, and social converge in one interface. Agents handle every interaction from a single workspace, with AI assistance on every channel.
6+
Tools replaced
10
Telephony providers
5
Channels unified
<2s
AI assist latency
−70%
Post-call work
Unified Workspace
Every channel, one inbox
Voice, chat, WhatsApp, email, and SMS in a single pane.
5
Channels unified
Agents no longer switch between tools. TorqueShift consolidates voice calls, web chat, WhatsApp, email, and SMS into one workspace with a single conversation timeline per customer.
- Voice, web chat, WhatsApp, email, and SMS in one view
- Unified customer timeline across all channels
- Seamless channel switching within the same conversation
- Consistent AI assistance regardless of channel
- Single CRM record updated from every interaction
- Queue-based routing with skill and language matching
AI Assistance
AI copilot — always on, always relevant
Real-time intelligence surfaced in the agent workspace.
<2s
Suggestion latency
The AI copilot panel lives alongside the conversation. It delivers live transcription, KB suggestions, next-best-action cards, compliance prompts, and CRM auto-fill — adapting in real time to the conversation flow.
- Live transcription with speaker diarisation
- Knowledge-base suggestions ranked by relevance
- Next-best-action cards with one-click execution
- Compliance disclosure reminders at the right moment
- Auto-filled CRM fields from conversation context
- Emotion and sentiment indicators for caller and agent
Automation
AI Dial — five positions of autonomy
From passive listening to fully autonomous calls.
D1–D5
Automation levels
The AI Dial lets supervisors control how much autonomy the AI has — per queue, per campaign, or per agent. Five discrete positions cover the full spectrum from human-led to AI-led conversations.
D1 — Listen
Real-time transcription and analytics. No AI suggestions shown to the agent.
D2 — Suggest
KB articles, next-best-action cards, and reply suggestions appear in the copilot panel.
D3 — Assist
AI pre-fills CRM fields, drafts reply messages, and auto-completes forms during the call.
D4 — Co-Pilot
AI speaks suggested phrases to the caller upon agent approval. Agent retains full control.
D5 — Autopilot
AI handles the call end-to-end autonomously, escalating to a human agent when confidence drops.
- D1 Listen — transcription and analytics only
- D2 Suggest — KB articles and reply suggestions appear on screen
- D3 Assist — AI pre-fills CRM fields and drafts messages
- D4 Co-Pilot — AI speaks on agent approval
- D5 Autopilot — fully autonomous with human escalation
- Per-queue, per-campaign, or per-agent configuration
- Live dial adjustment without call interruption
- Agent override at any automation level
Management
Supervisor dashboard
Real-time visibility across every agent and queue.
Real-time
Visibility
Supervisors see live call status, queue depth, emotion alerts, and agent performance in a single dashboard. Listen in, whisper coach, or barge into any call — with one click.
- Live wallboard with queue depth and wait times
- Real-time emotion alerts and escalation notifications
- Listen, whisper, and barge controls on active calls
- Agent performance scorecard with coaching insights
- AI dial adjustment per queue from the dashboard
- Historical reporting with export to data warehouse
Automation
Post-call automation
Zero after-call work — the AI handles it all.
−70%
Post-call work
When a call ends, TorqueShift automatically generates a structured summary, selects the correct disposition code, creates follow-up tasks, and pushes everything to the CRM — all in under 30 seconds.
- Auto-generated call summary with key topics highlighted
- AI-selected disposition code based on conversation content
- Follow-up task creation with due dates and assignees
- CRM record updated automatically — no copy-paste
- Quality score and compliance check logged per call
- Completed in under 30 seconds after hang-up
Ready to unify your channels?
Book a personalised demo with your telephony provider. First live call in 4 weeks.