Core Features

Ulka Chat provides five core features that address the fundamental challenges businesses face in customer engagement and operations. Each feature solves specific problems and delivers measurable value to your organization.

Chat

The Problem

Businesses struggle with fragmented customer communication across multiple channels. Email, phone, and various messaging platforms create silos that make it difficult to maintain context, track conversations, and provide consistent service. Customers expect instant responses, but traditional channels often result in delayed replies and lost context.

The Solution

Ulka Chat provides a unified, real-time chat interface that consolidates all customer conversations in one place. Our chat system offers:

• Real-Time Messaging: Instant bidirectional communication with customers through a reliable WebSocket-based infrastructure.
• Conversation History: Complete context preservation across sessions, ensuring continuity in customer relationships.
• Multi-Agent Support: Seamlessly route conversations to the right team member based on availability, expertise, or workload.
• Rich Media Support: Share files, images, and documents directly within conversations.
• Mobile Responsive: Access and respond to chats from any device, ensuring your team stays connected.

How It Works

The chat system is built on Socket.io, providing persistent connections that enable instant message delivery. Conversations are automatically logged and indexed, making it easy to search past interactions and maintain comprehensive customer records.

Social Media Integration

The Problem

Customers reach out through multiple social media platforms—Facebook, Twitter, Instagram, WhatsApp—creating a fragmented communication landscape. Managing these channels separately requires multiple tools, duplicate effort, and increases the risk of missing messages or providing inconsistent responses. Social media teams often struggle to maintain brand voice and response quality across platforms.

The Solution

Ulka Chat integrates with major social media platforms, bringing all social conversations into a single unified inbox. This integration enables:

• Centralized Management: View and respond to messages from Facebook, Twitter, Instagram, WhatsApp, and other platforms from one interface.
• Unified Customer Profiles: Merge social media interactions with chat history to create comprehensive customer profiles.
• Consistent Brand Voice: Maintain consistent messaging and tone across all social channels.
• Automated Routing: Route social media messages to appropriate team members based on content, language, or customer type.
• Analytics and Reporting: Track engagement metrics, response times, and customer satisfaction across all social channels.

How It Works

Our platform connects to social media APIs using secure OAuth authentication. Messages are synchronized in real-time, and responses are posted back to the original platform, maintaining the native experience for customers while providing you with centralized control.

AI Chat

The Problem

Customer service teams face overwhelming volumes of inquiries, many of which are repetitive or can be answered automatically. Hiring enough staff to handle peak loads is costly, and human agents often spend time on routine questions instead of complex issues. Response times suffer during high-traffic periods, leading to customer frustration and lost opportunities.

The Solution

AI Chat leverages advanced natural language processing and machine learning to provide intelligent, context-aware responses. The AI system:

• Instant Responses: Answer common questions immediately, 24/7, without human intervention.
• Context Understanding: Maintain conversation context and understand customer intent, not just keywords.
• Escalation Intelligence: Automatically escalate complex issues to human agents when the AI determines it cannot adequately resolve the request.
• Learning Capability: Continuously improves responses based on feedback and successful resolutions.
• Multi-Language Support: Communicate with customers in their preferred language.

How It Works

The AI Chat system uses transformer-based language models trained on customer service interactions. It analyzes incoming messages for intent, retrieves relevant information from your knowledge base, and generates appropriate responses. When confidence levels are low or the request requires human judgment, the conversation is seamlessly transferred to a live agent with full context.

Workflows

The Problem

Businesses rely on manual processes for routine tasks such as lead qualification, ticket routing, follow-up scheduling, and data entry. These manual processes are error-prone, time-consuming, and don't scale. Teams waste valuable time on repetitive work instead of focusing on high-value activities like building relationships and solving complex problems.

The Solution

Workflows in Ulka Chat automate business processes through a visual, no-code workflow builder. Our workflow engine enables:

• Automated Routing: Route conversations, leads, or tickets to the right person or department based on rules, keywords, or customer attributes.
• Trigger-Based Actions: Automatically send follow-up messages, create tasks, update records, or trigger external integrations based on events.
• Conditional Logic: Build complex workflows with if-then-else logic, loops, and branching paths.
• Integration Capabilities: Connect workflows with external systems via APIs, webhooks, or native integrations.
• Performance Monitoring: Track workflow execution, identify bottlenecks, and optimize processes.

How It Works

Workflows are defined using a visual drag-and-drop interface. Each workflow consists of triggers (events that start the workflow), conditions (rules that determine the path), and actions (tasks that are executed). The workflow engine processes events in real-time, executing actions according to the defined logic. Workflows can be tested in a sandbox environment before deployment to production.

Stripe Integration

The Problem

Many customer interactions involve payment-related questions or transactions. Switching between communication tools and payment processors creates friction, increases the risk of errors, and delays resolution. Customers expect to complete purchases or resolve billing issues without leaving the conversation, but traditional setups require multiple steps and platforms.

The Solution

Stripe Integration brings payment processing directly into the chat interface, enabling:

• In-Chat Payments: Process payments, subscriptions, or one-time charges without redirecting customers to external pages.
• Payment Link Generation: Create secure payment links and share them directly in conversations.
• Transaction History: View customer payment history and transaction details within the chat context.
• Refund Processing: Handle refunds and disputes directly from the conversation interface.
• Subscription Management: Create, modify, or cancel subscriptions during customer conversations.
• Secure Compliance: All payment processing adheres to PCI DSS standards through Stripe's secure infrastructure.

How It Works

The Stripe integration uses Stripe's secure API and payment elements. When a payment is initiated, Ulka Chat securely collects payment information (handled by Stripe's secure forms), processes the transaction, and returns the result to the conversation. All sensitive payment data is handled by Stripe, ensuring compliance with security standards. Transaction records are automatically linked to customer profiles for easy reference.

How These Features Work Together

These five core features are designed to work seamlessly together. A customer might initiate a conversation through social media, receive an instant AI-powered response, have their inquiry routed through an automated workflow, and complete a payment via Stripe—all within a single, unified experience. This integration eliminates friction, reduces operational overhead, and delivers superior customer satisfaction.

Want to see these features in action? Schedule a Demo → (opens in a new tab)