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Konis Software
Omnichannel AI communication

Every channel you talk on, in one inbox

Mailbook brings Viber, WhatsApp, email, social media, SMS and telephony into a single inbox. An AI voice system runs inbound calls, a chat assistant runs the written channels, and orchestration makes sure the same customer never gets the same message twice from two places.

  • Viber · WhatsApp · SMS
  • Email and social
  • AI voice system
  • Cloud AI PBX
  • Channel orchestration
  • API-first
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  1. 01
    Channels
    • Vibermessages and calls
    • WhatsAppmessages and media
    • Emailteam mailbox
    • SMSnotifications
    • Telephonyinbound calls
  2. 02
    Core
    MailbookLIVE
    ONE INBOX
    • Unified inbox
    • AI voice agent
    • AI chat assistant
    • Channel orchestration
    ↑ Cloud AI PBXno on-site hardware · recordings and transcripts
  3. 03
    Outcome
    • Replies in secondsno queue, no wait
    • Task in the CRMwith full context
    • Document processingdata extraction
    • No duplicate messagesone customer, one thread
Context follows the customer
What it is

One inbox instead of seven windows

Messages land on Viber, WhatsApp, email, Instagram, SMS and the phone — and every channel is a separate window, with its own history and its own queue. The customer repeats the same thing three times while the agent copies from one tool to another.

Mailbook joins every channel into one inbox. A call, a Viber message and an email from the same customer sit side by side, with the full conversation history, no matter where the conversation started.

Repetitive interactions — status checks, scheduling, frequent questions, order changes — are handled by AI. The voice system runs a phone call in a natural voice and calls your APIs in real time, so it actually finishes the task instead of just forwarding the call. The chat assistant does the same on the written channels.

The platform is API-first and connects to your existing tools — CRM, ERP and eCommerce. It pulls the customer record from KickOff CRM, order history from NG Commerce, and its voice layer shares its engine with NG Nora. Whatever should not be automated goes to an agent — with full context, and no repetition.

Omnichannel AI Communication Platform

  • Unified inbox: Viber, WhatsApp, email, social media, SMS and telephony
  • AI voice for inbound calls — natural conversation, real-time API calls
  • AI chat assistant across every written channel
  • Channel orchestration — no duplicate messages to the same customer
  • Cloud AI PBX telephone system
  • Document Bot: intake and processing of attached documents
  • Integrations: CRM, ERP and eCommerce through an open API
  • Multi-language voice and written communication
  • Escalation to a human agent with full context
  • GDPR-aligned architecture and access control over data
How it works

The path of one interaction — from first touch to resolution

The same flow whether it starts as a call, a Viber message or an email. Each step hands the next one context, not a fresh start.

  1. 01

    Intake

    A message or a call arrives on any channel — Viber, WhatsApp, SMS, email, social media or a phone call — and lands in the same inbox.

    Viber, WhatsApp, SMSEmail and social mediaInbound calls through the AI PBXWeb chat and forms
  2. 02

    Context

    The system recognizes who is on the other end and pulls their history — the record from KickOff CRM, orders from NG Commerce, and every earlier conversation across channels.

    Customer recognized by number or emailCustomer record from KickOff CRMOrder history from NG CommerceUnified conversation history
  3. 03

    AI conversation

    The AI voice system runs the phone call, the chat assistant runs the written channels. The conversation is natural, in the customer's language, and stays within your rules and tone.

    AI voice for calls (shared engine with NG Nora)Chat assistant for written channelsMulti-languageTone and rules from your own script
  4. 04

    Execution

    The AI does more than reply — it calls your APIs in real time and finishes the task: checks a status, books a slot, amends an order, opens a ticket.

    Real-time API callsStatus checks and schedulingOrder changes and ticket creationDocument Bot for attached files
  5. 05

    Orchestration and handoff

    Orchestration makes sure the same customer never gets the same message from two channels. When a human is needed, the conversation is handed to an agent with full context.

    Message deduplication across channelsOne active channel per customerEscalation to an agent with contextNo repeating questions to the customer
  6. 06

    Measurement

    Every conversation becomes data: response time, resolution rate, topics, drop-off points. Results break down by channel, team and bot.

    First-response and resolution timeAutomatic resolution rateContact topics and reasonsReports by channel and team
Capabilities

What you get

Channels, AI layers and integrations that together form one place to communicate. Each part also works on its own.

  • Unified inbox

    Viber, WhatsApp, email, social media, SMS and telephony in one view. Every conversation carries its full history, no matter which channel it started on.

  • AI voice for calls

    Answers inbound calls in a natural voice, understands intent and calls your APIs in real time — checks a status, books a slot, amends an order. Shares its speech engine with NG Nora.

  • AI chat assistant

    Runs the written channels in your tone and script, answers frequent questions and resolves routine requests without waiting for an agent.

  • Cloud AI PBX

    A full telephone exchange with no hardware — call routing, queues, business hours and an AI voice layer at the front door.

  • Channel orchestration

    Tracks the customer across every channel and keeps one live conversation. The same customer will not get the same message on Viber and by email.

  • Document Bot

    Takes documents sent in a message — an invoice, an order, a confirmation — reads them and turns them into structured data that flows into your system.

  • Backend integrations

    An open API and connectors to CRM, ERP and eCommerce. Context from KickOff CRM and NG Commerce enters the conversation in real time.

  • Multi-language

    Voice and written communication in several languages. The customer picks the language; the system keeps your brand's tone and terminology.

  • Human handoff

    When a person is needed, the conversation is handed to an agent with the full history and context — the customer never repeats what they already said.

  • Automations

    Rules and flows that tie channel, context and action together: when X arrives, do Y — open a ticket, send a confirmation, schedule a call.

  • Analytics

    First-response time, automatic resolution rate, topics and reasons for contact — by channel, team and bot.

  • Privacy and control

    Roles, access control and an access audit trail over customer data. The architecture is aligned with GDPR.

Results

Why teams move to Mailbook

The effect does not come from any single channel — it comes from there being no gap and no repetition between them.

24/7
Always onThe AI voice system and chat answer within a second, at night and on weekends.
−57%
Time to first responseMessages and calls are picked up immediately, with no agent queue.
+38%
Resolved without an agentRoutine interactions are handled end to end by the AI.
1
InboxEvery channel, the full history and no duplicate messages — in one place.

Figures shown are target ranges based on implementations, not a guarantee of results.

FAQ

Mailbook — FAQ

Which channels does Mailbook support?

Viber, WhatsApp, email, social media, SMS and telephony. They all arrive in the same inbox, and a new channel can be added without changing the existing flow.

How does the AI voice system work during a call? Does it sound like a robot?

It holds the conversation in a natural voice, understands free speech and responds in real time. It does not read a script linearly — it calls your APIs to check a fact and finish the task during the call itself. It shares its speech engine with NG Nora.

Does Mailbook replace our agents?

No. The AI takes over interactions that repeat a thousand times over, and hands complex or sensitive ones to an agent — with the full conversation context. Agents get less routine and more time for the cases that need it.

How does Mailbook connect to our systems?

Through an open API and connectors to CRM, ERP and eCommerce systems. It pulls the customer record from KickOff CRM, order history from NG Commerce, and also works with your existing backend. The architecture is API-first, so integration does not require replacing your current tools.

What does channel orchestration mean?

Mailbook tracks the customer across every channel and keeps one live conversation. If a question was already answered on Viber, the customer will not receive the same message by email and by SMS as well. This stops three channels from working against one another.

Is Mailbook aligned with GDPR?

The architecture is designed in line with GDPR — access control, an access audit trail and retention rules. Compliance also depends on your own processes, so we set it up together during rollout.

How is pricing determined?

On request. Packages exist, and the price depends on the number of channels, communication volume and required integrations. After a short conversation about your processes you get a package proposal and an estimate.

Mailbook

Additional presentation
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Show us how you talk to customers today

A short conversation about your channels and the questions you get most — then a live demo of the AI voice system and chat assistant on your own scenarios.

Book a call