Feature Overview in SparrowDesk

SparrowDesk brings together all the essential tools your support team needs to deliver great customer service. It is designed to be simple, powerful, and flexible — whether you are just starting out or scaling across multiple teams and brands.

Below is an overview of SparrowDesk’s key features:

Omni-Channel Support

SparrowDesk allows you to manage customer conversations across multiple channels in one unified inbox.

• Live Chat: Connect with customers in real time through a fully customizable chat widget. Customers can embed the chat snippet onto their websites and start accepting conversations from their own customers.
• Email: Handle all support emails within the same platform, with no need to switch tools. Customers can bring their own email configurations (SMTP/IMAP) or connect directly via Google and Microsoft.
• Unified Inbox: All messages, regardless of channel, appear in one place so your team can respond faster and more consistently.

AI Agent

AI Agents in SparrowDesk can automatically handle repetitive queries and provide instant responses.

• Answer common questions 24/7 without human involvement.
• Deflect basic support issues and reduce agent workload.
• Seamlessly hand over complex queries to a human agent when needed.

AI Copilot

AI Copilot helps agents work smarter and faster.

• Provides real-time suggestions while replying to customers.
• Summarizes long conversations for quick understanding.
• Assists with tone adjustments and language improvements.

Advanced Workflows (Drag & Drop Builder)

Automate repetitive processes with an easy-to-use workflow builder.

• Visual drag-and-drop interface for creating automation rules.
• Assign tickets, send notifications, or update properties automatically.
• Supports powerful conditions to match your business logic.

Help Center

Give customers the ability to find answers on their own.

• Create and publish knowledge base articles.
• Organize articles into collections for easy navigation.
• Integrates directly with your chat widget to provide self-service.

Default Reports

Track performance and improve with SparrowDesk’s reporting.

• Conversation Report: Understand volumes, trends, and response times.
• Team Performance Report: Measure productivity and efficiency.
• SLA Report: Monitor compliance with your service targets.
• Export and custom widgets are on the roadmap.

Multi-Brand or Multi-Product Support

Support multiple brands or products under a single SparrowDesk account.

• Configure unique chat widgets, emails, and help centers for each brand.
• Apply distinct brand guidelines such as logos and styles.
• Manage everything centrally without separate tools.

Enterprise Features

SparrowDesk includes advanced controls and policies for larger teams.

• SLA Policies: Define response and resolution time targets.
• Business Hours: Set working hours and after-hours rules.
• SSO (Single Sign-On): Simplify and secure team login.
• Password Policies: Enforce security standards across your team.
• Custom Roles: Create fine-grained permissions to control access.

With these features, SparrowDesk provides everything from day-to-day support tools to enterprise-grade controls, making it the ideal solution for growing customer service teams.