India, October 29, 2025 – INCLUD, a leading digital-first brand, has partnered with Kapture CX to centralize and streamline its customer support operations through Kapture’s AI-powered Agent Workspace and WhatsApp Flow-based Chatbot.
With the growing need to manage multi-channel interactions efficiently, INCLUD chose Kapture CX to unify conversations across email, social media (Facebook, Instagram), WhatsApp, Google reviews, and calls all within a single platform. The move aims to enhance resolution speed, ensure process adherence, and provide a consistent, personalized support experience across every touchpoint.
Unified Support, Simplified Operations
Through the Kapture Agent Workspace, INCLUD’s support teams can now manage, assign, and resolve tickets from multiple digital channels in real-time. The unified system enables seamless tracking, SLA-based escalations, and automated customer satisfaction (CSAT) collection helping teams focus on faster resolutions and improved service quality.
The integration with Shopify and Knowlarity ensures that agents have full visibility into customer and order details, along with the ability to handle calls and tickets directly from the Kapture interface.
Automation with a Human Touch
INCLUD has also deployed a WhatsApp-based flow chatbot, powered by Kapture CX, to manage structured customer interactions and automate ticket creation. Designed around INCLUD’s specific process journeys, the chatbot identifies customers, handles common queries, and automatically escalates unresolved cases to live agents ensuring no customer query goes unanswered.
The chatbot will handle up to 20,000 chat sessions per month, offering 24×7 support availability and a faster, more consistent customer experience.
AI-Powered Efficiency
By leveraging Kapture’s Generative AI suite, including tools like Agent Assist for smart response suggestions, auto-summarization, and tone optimization, INCLUD’s agents can respond faster and more effectively. This AI layer ensures every conversation is not only efficient but also contextually relevant and aligned with brand tone.
About Kapture CX
Kapture CX is an enterprise-grade, AI-first customer experience platform designed to simplify and automate customer support. With capabilities spanning ticketing, CRM integration, agent assistance, and automation, Kapture CX enables organizations to deliver intelligent, personalized, and scalable service experiences across channels.
Author
Sohail Shaikh
Senior Manager – Product Marketing
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