Let AI do the first pass. Your team makes the call.

Ask Spark about the work in front of you

Open Spark chat from a supported ticket or project and ask a focused question. It works from that context, so a long ticket becomes a short summary and a clear next step. Save useful answers as bookmarks.

Draft replies, notes and articles with Spark Assist

Describe what you need and Spark Assist drafts a ticket description, customer reply, internal note or knowledge article. You get a preview to revise, and nothing is saved or sent until you use the normal save or send action. Customer replies and internal notes use different contexts, so check the audience first.

Let Spark Agent respond to customer messages

Where you have enabled it on a supported channel, Spark Agent answers inbound messages using the conversation and eligible knowledge. When a person is needed, it records the facts and passes the case to your handoff team. You set its instructions, reply delay and which lookups it may use. It does not resolve every request, so your team stays in charge.

Turn repeat answers into help articles

Draft an article from a resolved case with AI assistance, review it, choose public or internal, and publish. Customers find public articles in portal search, agents reuse them in replies, and eligible Spark workflows can draw on them.

Connect your own AI assistant

Already work in Claude or Codex? Connect it to Hedesu with MCP to search tickets, summarize a case, create a request or draft an article. It works within your own permissions. It cannot send customer replies or change an existing ticket's status or assignees.

Read the setup guide

Works alongside every channel you connect

Hedesu brings email, WhatsApp, live chat, the customer portal and calls into one workspace. Spark helps with the conversations and tickets that come from them, and Spark Agent replies only on supported channels where you have enabled it. Your team takes the calls: VoIP phone calls through Twilio Voice and, where your provider and the customer's calling permission allow, WhatsApp calls, with call history and wrap-up notes kept alongside the work.