Chatlab

ChatLab is a product for a 300-person sales department designed to handle high-volume inbound leads from Telegram, WhatsApp, and Instagram

The key business pain points were customer database leakage due to managers having direct access to accounts, difficulties communicating with international clients, and limited visibility into conversion, response speed, and team workload

What we delivered:
— Unified chats from all messengers in a single interface with automatic conversation assignment based on agent workload
— Chat handover between agents to speed up processing and meet SLA targets
— Protected the customer base by hiding client contacts and enforcing role-based access
— Added analytics to track conversion, response time, and reasons deals were lost
— Implemented an AI agent to handle the first line: qualify inbound requests, move leads through stages, and automatically capture the most important business information. We proved the AI can run natural, human-like conversations in a defined tone of voice

ChatLab was built as a single workspace where managers see only customer names without direct contact details. The product was designed for 100+ chats per day per manager. A built-in translator enabled a Russian-speaking team to communicate smoothly with leads across 16+ geographies — including closing deals in Hebrew 🇮🇱

As a result, we made inbound traffic manageable, improved customer database security, and simplified the handling of a large volume of leads