A tour of the contact center, not a chatbot demo.

1. 01

   System Admin

   Stand up a business

   Create the tenant and its first business admin from the product itself. This is the platform-operator view — not what an agent or a customer ever sees.

2. 02

   Business Admin

   Give it a voice, queues, and a roster

   Choose voice, chat, SMS, and email. WhatsApp is available on request. Guided Setup walks through channels, knowledge, skills, queues, hours, and the team. Set brand tone, greeting, and approved knowledge. Add the chat widget, create or edit hours schedules, and assign agents to queues. Grade skills from 1 to 5. Invite staff individually or preview a CSV roster before importing it. Add the presence names your team uses.

3. 03

   The inbox

   Watch a conversation come in

   Chat, voice, SMS, or email — customer conversations in a shared workspace. WhatsApp joins after the sender is activated. Identify, redact, read the tone, route onto a queue, draft. The reason sits next to every decision.

4. 04

   Agent Desktop

   Answer. Transfer. Never auto-send.

   See customer details, readable summaries of past contacts, the conversation, and browser softphone together. Review and send a Co-Agent draft, or transfer a contact to another queue on the same channel. On a bridged voice call, Hold plays the queue music until Resume. You can consult an available colleague privately, then complete the warm transfer or cancel. Escalate to an available supervisor when needed. Use call recording controls according to your workspace settings, with the spoken notice configured in your handoff setup. Finish the call with a disposition and wrap-up notes.

5. 05

   Queues & Hours

   Let the engine draft the queues, then approve it

   Name the skills your team handles and grade each person from 1 to 5. Alloy HX can draft queues from approved knowledge. Nothing goes live until a person clears it. Every change to routing — human or AI — is versioned, and Restore puts the whole configuration back.

6. 06

   Routing intelligence

   Suggestions from evidence, with a backtest

   Once a workspace has real history and opts in, Alloy HX proposes topic-to-queue changes from agents' own transfers — every number checkable, a 30-day replay attached. Human-approved by default; autonomous only if you choose it.

7. 07

   Supervisor & Quality

   Watch the queues, then review the work

   Review team activity and arrange supervisor coverage. Use the wallboard, flagged moments, recordings, transcripts, and agent performance, with filtered reports and CSV exports. A supervisor can listen, whisper to the agent, or barge into a live call. AI-assisted quality scoring uses a human review queue: scorecards, scoring, and confirm, override, or challenge. Backoffice sees CDRs without the conversation text.

8. 08

   Workforce planning

   Forecast the baseline. Publish the draft.

   Turn workforce planning on when the workspace is ready. The forecast is a baseline that improves as your data grows. The schedule is a draft a person reviews and publishes, with a view of where coverage is short.

9. 09

   Governance

   Show a skeptic the last 30 days

   Escalation reasons, daily trend, segment mix, audit completeness — real numbers pulled from the live inbox, not a BI warehouse you have to wait on.

10. 10

    CRM connection

    Bring HubSpot context to the handoff

    Connect and test your HubSpot account. Match a contact by email for the agent’s screen-pop and record a short handoff note on the contact. Routing continues to use KenetiCX’s own signals; this is not a full CRM sync.

11. 11

    Environments & support

    Try a configuration. Track a question.

    Create a sandbox from your production settings and switch into it with a persistent sandbox banner. Customer conversations, agents, and billing stay out of the copy. Report a problem and follow it in My tickets when you need help.

One message

Same six steps for chat and voice.

1. 01Identify — one person, across every handle
2. 02Redact — card and SSN patterns leave before storage and before OpenAI
3. 03Read the tone — sentiment, urgency, confusion, scored on the redacted text
4. 04Route — onto a tenant queue, or stay / escalate, with the reason written down
5. 05Draft — OpenAI writes in the brand, or a rule-based match if no key is set
6. 06Speak — ElevenLabs, in the voice that business chose — or the agent's softphone

The stack, in one breath

KenetiCX is the contact center. Alloy HX is ours. OpenAI is the language — gpt-4o-mini when you turn it on. ElevenLabs is the voice. Twilio carries the call. Your agent decides whether to send a Co-Agent draft.

What this is not yet

WhatsApp is available on request, and it stays pending until a platform admin activates the sender. Sandboxes copy configuration only: no inbound calling, and no promotion back to production. Dynamics 365, an outbound dialer, and a SOC 2 certification are outside this product.