Getting started
Welcome to Pingloop
Pingloop is an omnichannel customer engagement platform. Sales and support teams manage Messenger, Instagram, WhatsApp, Telegram, Viber and any custom channel from one workspace, with tickets, SLAs, routing, dashboards and an AI agent included on every plan.
There are no modules to license separately. Everything described in these docs is available in every workspace.
Everything in the platform
| Area | What you get |
|---|---|
| Unified inbox | Every channel in one queue, saved views, internal notes, hold, wrap up and translation |
| AI agent | A visual studio, knowledge base grounding, tools over webhooks and human handover |
| Workflow automation | When / if / do rules that assign, reply, tag, set disposition, fire a webhook or close a case |
| Tickets | Status, priority, assignee, custom fields, comments with @mentions, list or kanban board, auto-created from conversations |
| Contacts & companies | Custom fields, duplicate merging, CSV import up to 7,500 rows, activity timeline |
| Queues & routing | Round robin, fewest assignments or random, max cases per agent, global capacity limit |
| Multi level SLA | First response and resolution targets per priority, tracked as met or missed |
| Six dashboards | Summary, Inbox, Ticket, Workforce Management, AI and custom dashboards |
| Reports & exports | Conversation log, tickets, SLA, agent status, satisfaction, AI runs, contacts. All CSV |
| Roles & permissions | Toggle view / manage access per role across seven modules |
| Developer tools | Outgoing webhooks, API tokens, and a Custom Channel on Enterprise |
Where to start
- Core concepts — the vocabulary the rest of the docs uses.
- Install a channel — connect Messenger, WhatsApp or another channel.
- Unified inbox — learn the case lifecycle.
- AI agent — let the agent answer first.