Channel access
Keep every channel in one service context
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AI CUSTOMER SERVICE & OPERATIONS
Turn every conversationinto an opportunity
From understanding a question to resolving it, bring AI and your team together to serve your customers.
Unified channels Traceable knowledge Human control
Product demo · explore conversations and AI suggestions
Sparrow Workspace Search conversations, customers, and tickets
A
EmmaWebsite · In service
Write a reply or use the AI suggestion
How Sparrow handles a customer request
AI smart answers
Generate replies from approved enterprise knowledge
Human collaboration
Hand complex questions to an agent with context
Service analytics
Review response, resolution, and quality
Built around your knowledge
Context understood. Answers grounded.
Connect your enterprise knowledge base or configure a Dify application. Keep answers close to your business and hand complex requests to your team.
- Conversation continuity
- Reuse Dify conversation context as a visitor asks follow-up questions.
- Your own knowledge
- Choose the answer provider and knowledge content for your enterprise.
Product manual
Common questions
Service policies
Illustrative answer
How do I add website support?
Create a website in your dashboard, then add its embed code to your webpage to start receiving conversations.
Illustration only. Actual answers depend on your knowledge and policy configuration.
Different channels. One place to work.
Handle messages together while keeping each conversation's source and service history clear.
Where do I find the integration code?
Open the website integration settings and copy the embed code for your site.
A shared workspace for your support team
AI assistant
This request needs a team member's help.
Human assistance requestedAgent takes overContinue with the conversation context
Track the request beyond a single conversation.
- Created
- In progress
- Resolved
AI responds. Your team takes it further.
Give routine questions to AI and keep people in control of complex or sensitive requests.
- Human handoff
- Continue the conversation when a visitor asks for help or AI cannot resolve a request.
- Ticket collaboration
- Create tickets from conversations and follow their progress.
- Service review
- Use response and resolution records to improve service.
Customer service without disconnected tools
From channel access to quality review, every step shares the same customer context and service record.
AI customer service
Generate knowledge-grounded reply suggestions with agent review, rewriting, and feedback.
Omnichannel access
Connect websites, apps, email, and business channels while keeping every service interaction in context.
Automated tickets
Turn conversations into tickets and route them by priority, SLA, and business rules.
Customer CRM
Bring together customer identity, service history, tags, and company relationships.
Live service analytics
Measure response, resolution, and satisfaction with operational data you can trust.
Service quality management
Review conversations, learn from escalations, and track improvements across the team.
Build service around your business.
From the first question to ongoing support, keep each request moving.
Pre-sales questions
Use product knowledge to answer common questions and give your team context for follow-up.
Workflow exampleCan I connect my website?Find an answer in integration guides
After-sales support
Track complex requests in tickets, with clear next actions and progress.
Workflow exampleA request that needs follow-upCreate a ticket → Assign → Resolve
Cross-channel operations
Manage connected channels in one workspace, with clear message sources.
Workflow exampleWebsite · Telegram · DouyinConfigure and authorize each channel
Trust every service decision
Sparrow keeps AI suggestions, human decisions, and service outcomes connected to real records.
Traceable knowledge sources
Agents can verify the basis of an AI suggestion before using it.
Human handoff at low confidence
Uncertain or sensitive requests stay under human control.
Auditable service decisions
Review conversation outcomes and policy changes from real records.
A clear path from setup to service.
Build your service workflow around your channels, knowledge, and team.
- 01
Connect your channels
Choose the integration that fits your business and complete its configuration.
- Website integration
- Telegram
- Douyin authorization
- 02
Configure knowledge and AI
Publish your enterprise knowledge or connect an independently configured Dify application.
- Knowledge content
- Answer policy
- Human handoff rules
- 03
Prepare your team
Assign websites to agents and configure working hours and availability.
- Assigned websites
- Working hours
- Agent availability
Before you get started.
Understand how knowledge, channels, and your team work together.
Can I use my own knowledge base?
Yes. An enterprise can maintain its own knowledge content and select local knowledge answers, or configure its own Dify application in the AI assistant settings. Publish and enable the relevant knowledge before using it for local answers.
What happens when AI cannot answer?
Configure human handoff rules in the AI assistant. Requests AI cannot resolve, and requests for a human, enter the human service flow. Agent availability and your routing rules determine reception or queuing.
Which messaging channels are supported?
Website widgets, standalone support links, Telegram, and Douyin private messages are available through their respective integrations. Douyin requires an approved application and the required permission; each channel must be configured and authorized before use.
How do I arrange agent reception?
Assign the websites an agent handles in the team settings, then configure working hours and availability. Visitors are assigned according to your routing rules and available capacity.
Can agents work from a phone?
The service provides iOS and Android apps as well as the desktop web workspace. Sign in with a support account; available conversations follow that account's permissions and assignments.
24-HOUR TRIAL
Try Sparrow with a real service workflow
Register an enterprise owner account for a free 24-hour trial with no credit card. Partner access requires a separate application and platform review.