A WhatsApp message at 11:40 p.m.
A customer sends a WhatsApp message late at night. In the morning, the rep doesn’t see it: she works in Telegram, and WhatsApp lives on a colleague’s phone. Two days later the same customer tries Instagram, now clearly annoyed. Another prospect emails a question, and it sits in a shared mailbox until someone happens to check. Meanwhile, the full history with your biggest account lives in the personal Telegram of a rep who quit yesterday.
That’s what customer communication looks like with six channels and a separate window for each. CONNECTUS pulls every conversation into one shared inbox, routes it to the right person, and ties it to the customer and the deal.
How it works
One inbox for every channel. WhatsApp, Instagram, Facebook, email and website chat, plus Telegram in every form: bot, personal account, groups and channels, and a managed account pool. Everything lands in one list where you can see who owns each conversation and how long the customer has been waiting.
Shared Telegram without a bot. Plenty of customers would rather message a regular number than a bot. CONNECTUS connects a personal Telegram account so several people can work from it, and replies sent from the phone still appear in the inbox.
Groups as companies. If you work with a client in a shared Telegram group, that group becomes a company with one deal in the CRM. New groups are filed into folders by rules you set.
Routing on autopilot. Even split, round-robin, broadcast or on-call, with a cap on each person’s workload. Returning customers go to the person they already know, and language is taken into account. The right department is picked by keyword rules or by a model.
Reach out first from any channel that allows it, right from the lead card.
Private stays private. Conversations marked Private are invisible to everyone, admins included, and never sync to the CRM.
How it connects to the rest of PRANUS
- Every new conversation becomes a lead or deal in CRMUS, the PRANUS CRM. The pipeline stage is visible inside the thread, with the customer card alongside.
- People, departments and permissions come from the TEAMUS org chart. Departments become inbox teams automatically, and when someone leaves, their access closes everywhere at once.
- The AI agent answers from the MEMUS knowledge base, only when a document backs the answer.
- If the knowledge base has no answer, the question goes to the Questions section of CHATUS, the team messenger.
- Replies to outreach from the SALEUS AI sales agent land here too, so a rep can take over with the full history in view.
What the AI does
Answers from your documents. The AI agent searches MEMUS and replies with a link to the source. If the answer isn’t there, it tells the customer someone is checking and sends the question, with a summary of the conversation, to your team. Their reply goes straight to the customer and becomes a candidate entry for the knowledge base, so next time the agent can answer on its own.
Works the way you want. Autopilot for routine questions. On-demand, where an agent highlights messages and hands them to the bot. Suggest-then-approve, where the AI drafts and a human clicks Send. The bot can pull in a person at any point.
Transcribes voice messages across channels, so nobody has to play a ten-minute voice note in an open office.
Routes by meaning. From a single keyword, the AI generates dozens of spelling variants, so conversations reach the right department even when customers type with typos.
How it gets set up
The onboarding agent connects channels in the right order: departments from TEAMUS, the CRM pipeline, the channel itself, routing, folders and templates, the AI agent with its knowledge base, and the bot. At the end it sends a test message and checks that it reached a lead. Login codes go into a secure form. You can also import past conversations so the system can turn them into scripts and knowledge base articles. See the full process on the 14-day implementation page.
Who it’s for
- Sales teams whose customers message them on five different apps.
- Support teams that need routing, queues and answers grounded in a knowledge base.
- Companies that work with clients in Telegram groups.
- Managers who want to see response times and keep the history when someone leaves.
Want to see all your channels in one place? Book a demo.