Features
Everything you need to support customers at scale
HelpMesh covers the entire support lifecycle — first response to resolution, single agent to global team, one channel to every channel.
Inbox
One inbox for every channel
Email, chat widget, WhatsApp, Slack, SMS, and voice — unified into a single queue with full history, threading, and customer context.
- Email with native threading via Message-ID / In-Reply-To / References
- Embeddable chat widget — 5KB gzip, Shadow DOM, multi-language
- WhatsApp Business API integration with media support
- Slack two-way sync with channel mapping
- SMS via Twilio with conversation threading
- Inbound voice with Deepgram transcription and call recording
- Saved views, bulk actions, smart filters, custom fields
- Real-time presence — see who is typing, viewing, replying
Last 24 hours · all tenants
AI agent
AI that drafts, never decides
HelpMesh's AI agent is built for human-in-the-loop. It reads, suggests, and drafts — but never sends without an agent's approval.
Smart drafts
Every incoming ticket gets a suggested reply drafted by Claude, grounded in your KB. Agents tweak and send.
Auto-triage
Categorize, prioritize, and route incoming tickets based on content and customer history. Override anytime.
KB suggestions
Agents see relevant KB articles inline as they read a ticket. Customers get instant deflection on the chat widget.
Sentiment + intent
Detect frustrated customers before they escalate. Surface intent so the right agent picks up the right ticket.
Your data, never trained
AI providers contractually exclude HelpMesh traffic from training data. Disable AI per-tenant if you need.
Multi-model fallback
Claude is primary, OpenAI is fallback. If one provider has an outage, the other takes over transparently.
White-label
Your brand, end to end
HelpMesh is white-label by data, not by deploy. One codebase, one infrastructure, infinite tenants — each with their own brand.
BYOD email
Verify your custom domain in Settings → Inboxes. HelpMesh provisions DKIM via Postmark, signs every outbound message, and adds a Reply-To header so customer replies route back to HelpMesh — even if your MX still points at Google Workspace.
- support@yourdomain.com on every reply
- Automatic DKIM signing
- Reply-To header for bidirectional flow
- No HelpMesh in your customers' inboxes
Custom UI branding
Per-tenant primary color, logo, font pairing, email template colors, and chat widget appearance — all configurable from the dashboard, applied via CSS variables. No code, no rebuilds.
- CSS variables drive every brand surface
- Logo + favicon per tenant
- Custom CSAT email templates
- Localized for English, Arabic (RTL), French
Developer experience
API-first, not API-after
The agent UI is a client of the same REST API your developers can call. Every feature, every action — all public, all documented.
OpenAPI 3.1
Full machine-readable spec at /api/v1/openapi. Generate clients in any language; CI catches breaking changes.
Signed webhooks
HMAC-SHA256 on every outbound webhook. 10-failure auto-disable + email alert. Re-enable from /admin/webhooks.
Scoped API keys
Per-key scopes (read, write, admin). Hashed with bcrypt, never stored plaintext. Revoke instantly.
Idempotency keys
Every mutation accepts an Idempotency-Key header. Retry-safe by design.
Security
ISO 27001 aligned, by default
Compliance is not a feature you bolt on — it is the foundation HelpMesh is built on.
ISO 27001 controls
Aligned with the ISO 27001 ISMS controls across infra and app layers.
Data residency
Your data stays in the configured region. Mumbai today, more on roadmap.
Encryption everywhere
AES-256 at rest, TLS 1.2+ in transit, KMS-managed keys.
Multi-tenant isolation
Per-tenant scoping enforced at the ORM middleware layer.
Immutable audit trail
Every mutation logged with actor, IP, user-agent. 2-year retention.
2FA + SSO
TOTP-based 2FA on every account. SAML SSO on enterprise plans.
Role-based access
OWNER, ADMIN, TEAM_LEAD, AGENT, VIEWER — granular per-action.
Compliance coverage
GDPR, CCPA, PIPEDA, PDPL (UAE/KSA), DPDPA, UK-GDPR, PDPA.
See the features in your own workspace
14-day free trial. Every feature on every plan. No credit card.