Join a live conversation
Step into any thread in progress from the row menu, without the agent handing it over first.
Platform / Agent workspace
One workspace for your AI agents and live agents, built for contact centers.
Every conversation, from every client and every channel, lands in one queue. Your live agents see the whole thread, including what an AI agent already said, so customers never repeat themselves and handle times drop.
What a supervisor can do from the floor
From Palera's conversation floor, a supervisor can join a live conversation, transfer it, disposition and close it, or open the client's knowledge base.
Transfer it back
Return it to the original agent, or route it to a different one, with the whole history intact.
Disposition and close
Apply the disposition, trigger the internal form if the campaign has one, and close it out.
Open the knowledge base
Search the client's knowledge base without leaving the conversation.
Conversation floor
Every live conversation, on one floor
Supervisors see every conversation across every client and channel as it happens, with AI agents and live agents side by side. Filter by client, channel, user, disposition or date, and open or join any thread. Anything a supervisor joins stays in My Conversations, reachable from anywhere in the app.
Channels
All of them, on the same record
In Palera, every channel in this list writes into the same conversation record, carries its own disposition where that is useful, and reports through the same dashboards. Adding a channel does not add a system.
- Inbound and outbound voice
- SMS and MMS
- Web chat
- Social
- Email, coming soon
Multi-client by design
Client management that assumes you have many
Palera was built for outsourcers, so a client is a first-class object: its own campaigns, channels, numbers, knowledge base, dispositions, forms, dashboards and user access, each in its own separate instance, administered from one place.
Scheduling, built in
Palera includes scheduling: weekly schedules, one-off shifts and time off, in the same platform your conversations run in. See who is on, who is out and where the gaps are, without exporting to a spreadsheet or paying for a separate system.
Scheduling covers recurring schedules, shifts and time off. It is not a forecasting and optimization suite, and we will tell you plainly where the line is.
