Qiscus
Agentic customer engagement platform for WhatsApp and 20+ messaging channels
About Qiscus
Qiscus is an Indonesia-based omnichannel customer engagement platform that puts WhatsApp, Instagram, TikTok, live chat, and marketplace chats such as Tokopedia and Shopee into one shared inbox. It adds AI agents (AgentLabs), an agent copilot, a helpdesk, CRM, and WhatsApp Business API tools for broadcasts, OTP, and calls. As an official Meta Business Partner, it mainly serves mid-size and enterprise teams in Southeast Asia.
Pros & Cons
Pros
- Covers Southeast Asian channels most Western tools lack, including Tokopedia and Shopee marketplace chats alongside WhatsApp, Instagram, and TikTok
- Official Meta Business Partner with a full WhatsApp toolset: broadcasts, OTP, calls, Flows, and Click-to-WhatsApp ads
- Reviewers on G2 and Capterra rate the interface as easy to use for multi-agent teams
- Modular suite lets you add AI agents, helpdesk, CRM, and CDP to the inbox instead of stitching separate tools
- Support and integration team helps with complex initial setup, according to Capterra reviewers
Cons
- No public pricing; every plan requires a sales quote
- Some reviewers report bugs during peak chat volume and inconsistent analytics data
- Instagram and Facebook features are limited by Meta's API, per user reviews
- Focus and customer base are concentrated in Indonesia and Southeast Asia, so fewer resources and integrations target other regions
- Small number of public reviews (about 23 on G2), many dating from 2022
Key Features
Omnichannel Chat
Shared inbox for 20+ channels including WhatsApp, Instagram, TikTok, website live chat, and marketplaces like Tokopedia and Shopee, with voice and video call support.
AgentLabs AI Agents
Deploy AI agents grounded in your business knowledge to answer common questions 24/7 and hand conversations off to human agents with an AI summary.
Agent Copilot
AI-suggested replies, message clarity improvements, and chat summaries for human agents inside the inbox.
Qiscus Helpdesk
Ticketing with statuses, priorities, and assignees to escalate chat issues and track them to resolution across teams.
WhatsApp Business API
Official Meta Business Partner access to WhatsApp Broadcast, WhatsApp Call, WhatsApp OTP, WhatsApp Flow, Coexistence, and Click-to-WhatsApp ads.
Smart Agent Allocation
Automatically routes incoming chats to the right division and balances them by agent workload, with role-based channel permissions.
Qiscus CRM and CDP
Add-on CRM and customer data platform that surface customer context in conversations and sync leads for qualification.
Analytics Dashboard
Unified metrics for conversation volume, response time, and agent performance across channels.
App Center, API and Webhooks
Connect CRMs, chatbots, and surveys through the App Center, or build custom integrations with the API and webhooks.
Pricing
- Pick products: Omnichannel Chat, AI agents, CRM, helpdesk, call center, or WhatsApp Business API alone
- Priced by number of agents and monthly customers served
- Add-ons: custom channels, Qiscus CRM, Meta Ads Tracker
- WhatsApp messages charged per message by category and country at Meta rates
- Card payment or invoice for contract customers
Best For
WhatsApp-first customer service
Banks and retailers route high WhatsApp volume to agents and AI agents in one inbox, as SeaBank does with Qiscus Omnichannel Chat.
Marketplace seller support
E-commerce brands answer Tokopedia, Shopee, Instagram, and TikTok inquiries from a single dashboard instead of logging into each app.
24/7 automated answers
Businesses deploy AgentLabs AI agents to answer common questions around the clock and hand complex cases to human agents with a summary.
Conversational sales and lead nurturing
Sales teams qualify leads from Click-to-WhatsApp ads, sync them to CRM, and close deals in chat with full customer context.
Proactive customer messaging
Send WhatsApp broadcasts, OTPs, and outbound updates for promotions, feedback, and service notifications.
Similar Tools
WATI
WhatsApp Business API platform for sales, marketing, and support
SleekFlow
AI-powered omnichannel conversation suite for customer engagement
MeetGeek
AI meeting assistant that records, transcribes, summarizes, and acts on insights from every call
Tidio
AI customer service platform with live chat and chatbots
Vida
AI Agent OS that calls, texts, emails, and chats at enterprise scale
Zendesk
Complete customer service platform with AI-powered ticketing and omnichannel support