Pick up where the AI left off
The full transcript, the customer record, and the detected intent are on screen before your agent types a word.
Live chat
Where your team mates finish what the AI agents started
When a conversation needs a person it arrives with the transcript, the contact record, and the detected intent already attached. Your agent replies, resolves, and marks it won or lost.
Connect your web chat & social account in under 3 minutes.
What it does
Take over conversation without losing the thread
Escalation is a handover, not a restart. The customer keeps talking in the same window and your agent picks up with everything already in front of them.
Reply on the customer’s channel
Your agent answers from Fellix and it lands on WhatsApp, Instagram, Messenger, or web chat, in the same thread.
Close the loop explicitly
Every conversation ends as won or lost, so the pipeline reflects what actually happened rather than what someone remembered.
In the product
Built for the agent doing the work
The console keeps the queue, the customer, and the outcome in one place, so finishing a conversation takes one screen rather than four.
Assigned by team and channel
Conversations route to the team that owns that channel, so nobody picks through a shared pile.
Customer history on hand
Past conversations, previous intents, and earlier outcomes sit beside the live thread.
Won or lost, with a reason
Losses carry a reason, which is what makes the pipeline analytics worth reading.
Where it pays off
From handover to outcome
P / 1
The customer explains their problem twice, once to the bot and once to a human.
The transcript travels with the escalation, so your agent opens with an answer instead of an apology.
P / 2
Nobody knows which conversations turned into business.
Every conversation closes as won or lost, and the pipeline view reports win rate, days to win, and the reasons behind losses.
P / 3
Agents work from a shared pile and duplicate each other.
Conversations are assigned by team and channel, so ownership is unambiguous from the moment it escalates.
Stack comparison
Escalation today vs. with Fellix
Agent contextStatus quoHistory lives in another tool, if anywhere.FellixPast conversations and outcomes sit beside the live thread.
OwnershipStatus quoA shared inbox and an informal understanding.FellixAssigned by team and by channel.
Channel switchingStatus quoThe agent replies from a different tool per platform.FellixOne console replies to every channel in thread.
Outcome trackingStatus quoClosed means the tab was shut.FellixClosed means won or lost, with a reason on losses.
ReportingStatus quoCounted by hand, if at all.FellixWin rate, days to win, and lost reasons reported automatically.
Knowledge updatesStatus quoRe-train manually, often through a vendor.FellixAdd a document or edit a field yourself; changes apply immediately.
Integrations
Connect Fellix to the tools your data already lives in
Fellix reads and writes to your CRM, storefront, calendar and helpdesk — so every conversation starts with real customer context, and every outcome lands back in the stack your team already works in.
Built to work together