03 · Engage
Seven channels. One inbox. One knowledge base behind all of them.
A customer starts on the widget, replies by email, and follows up on WhatsApp. It is one conversation with one history — and the agent behind it has read the same guides your team has.
How it works
Every channel normalised to one message model.
- 01One adapter per channelWidget, email, WhatsApp, Messenger, Instagram, Telegram, SMS and inbound voice — all normalised, so a conversation is a conversation.
- 02Identity, verifiedHMAC-signed identity from your own app means the agent knows who it is talking to, and what they are entitled to see, before it answers.
- 03One inbox, keyboard-firstMove with j/k, resolve with e, private note with n. Copilot drafts from your own content and cites what it used.
- 04Proactive only where it helpsOffer the guide when someone stalls on a page — not a popup the moment they arrive.
In the product
The three-pane inbox
Conversation list, thread, and a context pane carrying the contact, their plan, and the copilot draft with its citations. Tickets and chats live in the same model — no second product.
inbox-three-pane.pngThe inbox: conversation list, thread, and the copilot pane citing two guides
The detail
The parts that decide whether a support team actually lives in it.
Widget under 120KBBooted from a static CDN, so the help widget does not become the slowest third-party script on your site.
Tickets and conversations, one modelReference numbers, priority, SLA timers and a spam folder — without buying a ticketing product alongside the chat product.
Copilot with three modesDraft, ask, and rewrite. Every draft names the guides it drew from, so an agent can check before sending rather than trusting.
Contact and company recordsPlan, locale, seat count, auto-tagging and full conversation history. Enough CRM to answer well; not a CRM you have to administer.
Campaigns from the same contactsBroadcasts and campaigns on Growth and up, built on the contact model you already have rather than an exported CSV.
Cobrowse and dictationFor the conversations where typing is losing — see the customer’s screen, or dictate the reply.
Where this sits
Engage is where a miss gets noticed and a resolution gets captured.
01Capture
02Knowledge
03Engage
04AI agent
Capture flows to Knowledge, to Engage, to the AI agent; a miss becomes a work order and a resolution becomes a draft, feeding back into Knowledge.
Honest limits
Channel behaviour belongs to the channel, and we surface that.
You will find this section on every feature page. If a constraint would annoy you in week two, we would rather you knew in minute one.
- Channel parity varies by provider. WhatsApp template rules, Instagram’s 24-hour reply window and SMS length limits are theirs, not ours — the inbox shows you the constraint rather than letting a message fail silently.
- Outbound voice is not built. Inbound voice is. Cairn will not dial your customers.
- Proactive guidance needs the widget installed on the page where the stall happens. It cannot help on a page it is not on.
Next
04 · AI agentIt cites its sources. Or it declines.You have been burned by a confident chatbot. The behaviour that matters is not how much it answers — it is what it does when it does not know.Executable guidesStop describing the steps. Show them.Four tiers of helpfulness instead of one. A cited answer, a guide card, an on-screen walkthrough on the customer’s real page — or, with consent, the agent doing it for them.