An omnichannel CRM routing engine aggregating customer inquiries from Facebook, WhatsApp, Instagram, and web chat into a single prioritized support queue.
Aggregates Facebook, Instagram DMs, WhatsApp, and Web Chat into one queue.
Visual countdown timers and priority routing ensuring fast agent responses.
Combines cross-platform chat histories and order details into unified client cards.
Managing high-volume customer messages across disparate social media accounts often leads to delayed replies and missed sales opportunities. Syntor IT built SQM (Social Query Management), a centralized platform that unifies messaging feeds from Facebook Messenger, WhatsApp, Instagram DMs, and live web chat into a collaborative inbox.
Omnichannel Support Hub, Social Graph Connector, Agent Workstation, Analytics Engine
Interactive multi-angle view of production screens and user workflows
The platform handles incoming social webhooks asynchronously through Redis message queues, preventing dropped messages during marketing campaigns.
High-concurrency webhook ingestion and message distribution.
Reactive live inbox UI with audio alerts and notification badges.
Real-time multi-agent message synchronization.
Official enterprise messaging integrations.
A detailed breakdown of the functional deliverables, architectural constraints, and business automation workflows specified by SocialConnect Enterprise.
Support agents had to switch between multiple browser tabs, causing slow response times and duplicated replies.
Customer context was lost when a user switched from Instagram to WhatsApp.
Managers lacked visibility into agent response speeds and unanswered query queues.
Created a unified single-window inbox that aggregates all conversations into structured agent queues.
Implemented identity matching algorithms that link customer profiles across social channels by phone or email.
Built real-time supervisor dashboards showing live queue depths, SLA compliance, and agent response times.
Customer response times dropped from 45 minutes to under 2 minutes, increasing lead conversion rates by 40%.
Designed a friction-free conversation interface with keyboard navigation.
Utilized Redis persistent queues to safeguard messages during spikes.
Enforced response time countdown timers to ensure prompt replies.
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