The conversational AI platform for governed customer automation
CommLeap's conversational AI platform powers no-code chatbot flows on WhatsApp, SMS and web chat today, with AI agents Coming soon and RCS Coming soon on the way. Flows can complete permitted tasks through your systems, with integrations set up with our team during onboarding, and hand off to people with full context; AI agents will answer from your approved content. Automation is designed to stay predictable and under your control.
Customer service chatbots that do real work
CommLeap combines structured, no-code flows, available now, with generative AI agents Coming soon. Each approach does what it does best, and both feed the same inbox and analytics.
AI agents are coming soon
The no-code flow builder and WhatsApp Flows are available now, with human handoff into the omnichannel inbox. AI agents, and the other AI features described on this page, are coming soon. Join early access to try them first and help shape them.
AI agents grounded in your content Coming soon
AI agents will answer from the help-center articles, policies, documents and product data you approve, rather than from the open internet.
No-code flow builder
Design structured journeys with menus, buttons, forms and WhatsApp Flows on a visual canvas, then publish without waiting for a release cycle.
Actions in your systems
API actions that call your systems — to check order status, look up balances, create tickets or book appointments — are set up with our team during onboarding, and the result can be used in the conversation.
Seamless human handoff
Escalate to the right team with the transcript and collected details, so customers don't have to repeat themselves. AI-generated summaries are coming soon.
Multilingual AI agents Coming soon
AI agents will detect the customer's language and respond in it for supported languages, using the same approved knowledge in every market.
Across messaging channels
The same automation runs on WhatsApp, SMS and web chat where enabled, and on RCS Coming soon, adapted to what each channel can display.
AI agents that will answer, qualify, book and resolve Coming soon
AI agents are coming soon, and they will do more than answer FAQs. An AI agent will interpret the customer's request, retrieve the relevant passages from your knowledge sources and take permitted actions through your systems, then confirm the outcome in plain language. When they launch, AI agents will be able to:
- Answer product, policy and account questions from approved sources
- Qualify leads with follow-up questions and write the answers to your CRM
- Book, reschedule or cancel appointments against real availability
- Handle routine requests such as order tracking and address changes
- Recognize when a request is out of scope and escalate it
Chatbot flows vs. AI agents: when to use each
Flows are available now and AI agents are coming soon. Once both are available, most enterprise deployments will use both: flows give you predictable, auditable paths for regulated or high-stakes steps, and AI agents will handle the long tail of questions customers actually ask.
| Criterion | No-code flows | AI agents Coming soon |
|---|---|---|
| How it works | Predefined steps: buttons, menus, forms and WhatsApp Flows | Understands free-text questions and answers from approved sources |
| Best for | Payments, identity checks, bookings, data collection, compliance-sensitive steps | FAQs, product questions, policy explanations, triage of open-ended requests |
| Predictability | Deterministic: the same input always follows the same path | Grounded and constrained, but responses are generated, so test and monitor them |
| Setup | Visual builder; every change is an explicit edit | Connect knowledge, write instructions, set guardrails, test with real questions |
| Ongoing upkeep | Update when processes or policies change | Keep sources current; review logs and unanswered questions |
| Handoff | At defined steps or when the customer asks | On triggers such as sensitive topics, missing sources or a customer request |
| Used together | When AI agents launch, an AI agent will be able to launch a flow for a structured step, such as verifying identity before a balance lookup, and a flow will be able to pass an open question to an AI agent. | |
Guardrails that will keep AI agents on-brand and on-policy Coming soon
AI agents are coming soon, and every AI agent will run inside boundaries you define. Administrators will decide what it may say, what it may do and when a person must take over.
Approved sources only
Answers will be grounded in the knowledge you connect and approve. When nothing relevant is found, the agent is designed to say so and offer a handoff rather than guess.
Topic restrictions
You will define topics the agent should decline, such as legal or medical advice or pricing exceptions, and the wording it uses to redirect.
Escalation triggers
AI agents will hand off automatically on keywords, repeated failed attempts, high-value customers, negative sentiment signals or any request for a person.
PII redaction Coming soon
Will mask card numbers, government IDs and other sensitive patterns in logs and in content passed to AI models, according to your configuration.
Conversation logs for audit
AI turns will be recorded with the sources consulted and actions taken, so compliance and QA teams can review and export conversations.
Your data, your controls
Customer data is not used to train shared AI models, as set out in your agreement. Configurable data-retention controls are coming soon.
Seamless handoff with full context
Automation should shorten the path to a resolution, not block it. When a flow escalates, or an AI agent once available, the conversation lands in the right queue of the CommLeap omnichannel inbox with everything the agent needs.
- Full transcript, including buttons tapped and forms submitted
- A short AI summary of the request and what has already been tried Coming soon
- Collected details such as order number, account type and language
- Routing by skill, language, region and priority
- Option to return the conversation to automation once the agent is done
From knowledge base to live AI agent in four steps Coming soon
When AI agents launch, you will start with a focused use case, such as order tracking or appointment booking, on one channel. Once the metrics show customers are well served, expand.
Connect knowledge
You will point CommLeap at your help center, upload policies and documents, and connect product or account data. You decide what is in scope.
Design flows & guardrails
Build flows for high-stakes steps today; when AI agents launch, you will write their instructions and set restricted topics, redaction rules and escalation triggers.
Test
You will run real customer questions through a test console, check the sources behind each answer and close gaps before any customer sees them.
Launch & improve
You will go live on one channel or segment, watch handoff and CSAT, and update knowledge and flows based on unanswered questions.
Measure automation honestly
Automation metrics can flatter. CommLeap reports them alongside quality signals, so you can see whether customers were actually helped and where your content or flows need work.
| Metric | Definition | What it tells you |
|---|---|---|
| Containment (automation) rate | Share of conversations fully handled by automation, with no human handoff | How much volume automation absorbs; read it together with CSAT |
| Handoff rate | Share of automated conversations escalated to an agent, by trigger | Which topics or triggers need better content or a dedicated flow |
| CSAT | Post-conversation survey scores, split by automated and human-handled conversations | Whether automation meets the experience standard you set |
| Unanswered questions Coming soon | Questions where no approved source was found | A prioritized list of knowledge gaps to fill |
| Flow completion | Share of customers who finish a flow, with drop-off by step | Where structured journeys confuse or lose people |
A conversation that ends without a resolution is not a success. That's why CommLeap pairs containment with CSAT and repeat-contact signals rather than reporting it in isolation.
Conversational AI questions, answered
What is a conversational AI platform?
A conversational AI platform lets you automate customer conversations on messaging channels. CommLeap combines two tools: a no-code flow builder for structured journeys, available now, and AI agents (coming soon) that will understand free-text questions and answer from your approved content. Flows run on WhatsApp, SMS and web chat where enabled, with RCS coming soon, and hand off to human agents when needed.
What is the difference between a chatbot flow and an AI agent?
A flow follows steps you define, such as buttons, menus and forms, so the same input always leads to the same path. An AI agent (coming soon) will interpret open-ended questions and generate answers grounded in your knowledge sources. Flows suit high-stakes steps like payments or identity checks; once available, AI agents will cover the wide range of questions customers ask.
How do you prevent the AI from making things up?
AI agents are coming soon. They will be grounded in the knowledge sources you approve and can be instructed to answer only from them. When no relevant source is found, the agent can be configured to say so and offer a handoff. Topic restrictions and escalation triggers will add further limits. No AI system is error-free, so we recommend testing with real questions before launch and reviewing conversation logs afterward.
Is our data used to train AI models?
No. Customer data, including your knowledge sources and conversation data, is not used to train shared AI models, as set out in your agreement and data processing terms. This applies to CommLeap's AI features, which are coming soon. Configurable data-retention controls and PII redaction are also coming soon, and our team can walk through current data handling as part of your security review. Read about our security approach.
Can the AI hand conversations to a human agent?
Yes. Escalations go to the right queue in the CommLeap omnichannel inbox with the full transcript and collected details, so customers don't have to repeat themselves. Handoff can be triggered by the customer or by rules you set. When AI agents launch (coming soon), they will also hand off when they recognize a request is out of scope, with an AI-generated summary. WhatsApp's Business Messaging Policy requires businesses that use automation to offer prompt, clear and direct escalation paths, such as transfer to a person, phone, email or web support.
Can we run a general-purpose AI assistant on WhatsApp?
CommLeap AI agents (coming soon) are being designed for your business's own customer service and sales conversations, grounded in the content you approve. Meta's WhatsApp Business Solution Terms restrict providers of general-purpose AI assistants from using the WhatsApp Business Platform where the AI is the primary functionality offered, while AI that is incidental or ancillary to a business's own use case is not the target of that restriction. CommLeap is not intended for open-ended AI chat on WhatsApp. You remain responsible for your use case, content and any disclosures required where you operate, such as telling customers they are talking to an automated assistant.
Which channels and languages are supported?
The same automation can run on WhatsApp and SMS, and on web chat where enabled, with RCS coming soon, and responses are adapted to what each channel supports. AI agents (coming soon) will detect a customer's language and reply in it for supported languages, using the same approved knowledge base.
Do we need developers to build a WhatsApp chatbot?
Not for most journeys. Flows are configured without code, and AI agent instructions, knowledge sources and guardrails will be too when AI agents launch (coming soon). Connecting to your own systems, for example to look up an order or book an appointment, requires an API endpoint on your side. Our team and developer documentation can help.
How do we measure whether automation is working?
CommLeap reports containment rate, handoff rate and reasons, flow completion and CSAT for automated and human-handled conversations. Unanswered-question reports will arrive with AI agents (coming soon). Reviewing these together helps show whether customers were actually helped, not just whether they left the conversation.
Put automation to work across your stack
Omnichannel Inbox
One shared workspace for every customer conversation, across every channel.
Learn moreWhatsApp Business API
Two-way WhatsApp messaging at enterprise scale — templates, Flows, catalogs and automation.
Learn moreDevelopers
One REST API and webhooks across CommLeap channels; sandbox coming soon.
Learn moreJoin early access for AI agents
Bring a use case and a sample of your knowledge content. We'll show how no-code flows work today and how grounding, guardrails and human handoff will work when AI agents launch.
- Solution design with a named specialist
- WhatsApp onboarding and verification support
- Transparent, volume-based pricing