# Mihu Contact Center — Cloud Call Center for People and AI Agents | Mihu AI Mihu Contact Center · live now # You and your AI agents , on the same conversations. Mihu Contact Center is the omnichannel inbox and cloud call center where your team and your AI agents work the same conversations — every channel, one contact record, one appointment book — and outside your working hours, the AI takes over automatically. Register (https://app.mihu.ai/register) See the desk (https://mihu.ai/mihu-contact-center#anatomy) 03:41 the shift nobody worked No Seat Costs · 16 languages CA WA IG MS EM SM Nobody is on shift. The conversation is still being handled. Appointment booked Tomorrow · 08:30 Contact updated CRM · 3 fields Rachel took over in 0:04 The floor 6 live 4 Support 2 Sales 1 Billing JC James Carter I've asked three times now and… Handed to a human LB Lauren Brooks Thursday 10:00 is held for you. Mihu AI replying MR Marcus Reed Warning light on the A22… 2 SM Sara Marino You: I'll confirm and come back. AC Avery Clark Draft ready — XC90 financing MR Marcus Reed WhatsApp · Service & Support Live Automation · who runs this conversation Autopilot Copilot Human First Marco 03:41 Warning light came on while I was on the A22. The truck's still running but I'm worried about safety. Service & Support Safety-critical Autopilot What Mihu knows live Sentiment 35 · negative — safety concern Actions taken ✓ Fleet account retrieved 03:41 ✓ Roadside dispatched 03:41 ◷ Workshop slot held 08:30 Contact Company Rinaldi Trasporti Vehicle Volvo FH 500 Issue Engine warning Tomorrow · 08:30 Workshop · 90 min 0:04 AI → human handoff, context attached 6 Channels in one inbox, per agent 100% Conversations scored — human ones too 40+ Languages, with live translation in-thread Why it exists ## Every “AI and humans” setup breaks in the same three places. The AI works. The bridge between the AI and the person is where the customer experience falls through — and it fails the same way every time. Mihu Contact Center exists to fix that bridge. FAILURE 01 ### The customer explains it twice The bot's transcript lives in one tool, the agent's screen in another. So the person who finally picks up opens with the worst sentence in customer service: “Can you take me through it from the beginning?” In Workdesk it is one thread . The AI's turns and the agent's turns sit in the same conversation, in order, with who said what. FAILURE 02 ### Your team works in two windows One tab for the AI platform, one for the softphone, a third for the CRM. Agents copy, paste, alt-tab and apologise for the pause. Every switch is a place for context to leak. One screen: queue, conversation, contact, appointments, knowledge and softphone. Nothing to alt-tab to. FAILURE 03 ### Nobody can say what happened AI conversations get scored because they're structured. Human calls get sampled — 2% on a good month — so quality on the hardest conversations is the part you're guessing about. Every conversation is analysed and scored on the same rubric, AI and human alike , and coached from the same engine. Hybrid by design ## You decide how much work the AI does — with your team beside it. Your people and your AI agents sit in the same queue and work the same threads. The AI covers the hours and the repetition; your team covers the judgement. Neither one is a bolt-on to the other — and you decide the balance, queue by queue. Your people ### A full contact center for your team Numbers, WhatsApp, Instagram, Facebook Messenger, email and SMS in one inbox. Softphone, transfers, contacts, appointments and reporting — everything a floor needs, for as many teammates as you want to invite . ✓ Numbers you buy in-app, live in minutes ✓ Unlimited team members — seats are free ✓ Full CRM and appointment book included ✓ Takes over any thread the AI hands up Works on its own, and works better with an agent beside it. same queue Your AI agents ### Configured by you, in the queue beside them Build an agent in Mihu, assign it to a queue next to your named people, and it works the same conversations they do — answering messages, taking and making calls, sending follow-ups and reminders, booking appointments and keeping the CRM current — around the clock. ✓ Outside your working hours, the AI takes over — automatically ✓ Always live — 3am, holidays, your busiest Monday ✓ Side by side with your team, on the same threads ✓ Hands over to a person the second your rules say so ✓ Train it on your own knowledge, in your own words Same desk. Same inbox. Same records. Outside your hours, the AI simply takes over. You set the balance per queue and change it whenever you like — Sales on Copilot, Support on Autopilot, VIP on Human First. The desk, the records and the reporting stay the same underneath. Automation · three modes ## You decide how much of the work is done by AI, and how much by a person. Not three products — three settings . Set it on a queue, on a channel, or on one conversation. The customer never sees the switch. Mode one ### Autopilot The AI runs the whole conversation and sends the replies itself. Your team watches the room instead of typing in it. What the customer gets Your invoice #INV-2025-4401 is on its way — €380, 12 May. Anything else I can pull up? Sent by the AI agent · no human tap Runs your calendar end to end — books, moves, cancels and confirms against real availability, with no human in the loop Sends the reminders and the confirmations, then chases the no-shows to rebook Creates and updates the contact record as it goes, and hands off to a named human the moment your rules say so Use it for the questions that repeat — order status, invoices, opening hours, rebooking. Mode two ### Copilot The AI drafts, retrieves and pre-fills. Your agent approves, edits, sends . The keystrokes disappear; the judgement stays human. What the agent sees “For the XC90 Recharge: leasing from €699/mo, or balloon finance at 3.9%. Given your range, balloon is the better value — shall I send a quote?” Approve & send Edit Dismiss Signed off by Rachel Moore Anything touching money or a commitment waits for a human tap — that's a setting, not a promise Pulls the order, the policy and the history so the agent doesn't go looking Contact fields are filled from the conversation for the agent to confirm Use it for sales and anything with a policy edge — financing, exceptions, goodwill. Mode three ### Human First No AI in the conversation at all. This is a full omnichannel inbox — your agent handles the conversations, the contacts and the appointments themselves. What the agent works with All 7 channels Softphone Contacts Appointments Knowledge Transfer The agent writes, books and resolves it Every channel in one inbox — voice, WhatsApp, SMS, email, Instagram and Facebook Messenger Full softphone: mute, hold, keypad, recording, warm or blind transfer The agent manages the contact record and the calendar directly, mid-conversation Use it for queues you want run by people — VIP accounts, safety, complaints, anything regulated. The handoff · second by second ## Four seconds, and the person already knows everything. A live conversation escalating from the AI to a human being — what moves, and what the agent sees the moment they arrive . Nothing is re-typed and nothing is summarised away. The agent inherits the literal conversation, the retrieved facts, the sentiment read, the actions already taken and the reason for the escalation — as objects, not as a paragraph someone has to trust. And it goes back. When the hard part is done, the agent hands the thread to the AI for the follow-up, the reminder and the satisfaction survey. The baton moves both ways. On voice, the handoff happens on the live call — the AI stays on the line until the agent is connected, so the customer hears one continuous conversation, not a hold tone. Live call · 02:34 · billing · refund handoff 0:04 02:31 The AI hears it change AI Third mention of “charged twice”. Sentiment drops to frustrated, confidence 0.94. Intent is now a refund, not a question. 02:32 Your flow rule matches AI Frustration past your line, plus a billing topic, plus a refund over €100. You set that trigger — the AI recognises that you already decided. 02:34 The baton passes HUMAN Routed to the Billing queue, to a human agent who is available and holds the refund permission. The thread arrives whole. full transcript contact record the €247 charge sentiment 38 · negative 3 actions taken escalation reason 02:38 The person picks up mid-sentence HUMAN “I can see the duplicate charge of €247 from the 14th, Mr Bianchi — I'm refunding it now.” No re-introduction. No “bear with me”. 02:38 Four other things happen at once AI The CRM deal updates, the billing webhook fires, the call is flagged for coaching, and a follow-up task is scheduled. The agent didn't do any of it. Team & queue management ## A queue is one decision, written down once. Who answers this number, how fast, and what happens when nobody can. Put your channels in, name the people, choose whether an AI agent works alongside them — and every conversation on those numbers follows it . No per-conversation fiddling. Channels come in CA Voice number +1 201… WA WhatsApp business IG Instagram DM MS Messenger Facebook EM Email inbox SM SMS +1 743… Service & Support one queue 1 Automation Autopilot, Copilot or Human First — who runs the conversation on this number. 2 SLA The answer time you're aiming for. Everything else measures against it. 3 Flow Knowledge gap, callback offer, overflow, escalation — what happens when it goes wrong . 4 Hours Your team's shifts. The AI agent, if you've added one, is on 24/7. Members, roles, invitations, approvals and access logs live one tab away — the same place you add people to the queue. Who answers AI Service Desk Agent 24/7 RM Rachel Moore shift EW Emma Wilson shift + Add agent… An agent only sees the queues they're on. A new hire can be live on one queue without touching the rest of your floor. 01 #### Add people for free Seats aren't licensed. Invite your whole team, put the right ones on the right queues, and pay only for the minutes and messages you use . 02 #### Add an AI agent the same way An AI agent joins a queue exactly like a person does — you pick it from a list. That's the whole integration. Nothing to connect, nothing to sync. 03 #### Different queues, different answers Run Sales on people and Support on AI. Or Billing on Copilot and out-of-hours on Autopilot. The setting is per queue, so you can move one step at a time. Routing ## If this happens, do that. In a sentence you can read out loud. Routing is why a conversation reaches the right person at the right moment. Each rule is one plain IF → THEN line. They run top-down and the first match wins — so a supervisor can audit your escalation policy by reading it, not by asking an engineer. 1 IF a customer waits too long 30s no match THEN transfer to AI agent 2 IF the message contains a keyword “refund” first match THEN escalate to Billing · human 3 IF all agents are busy never reached THEN offer a callback Rule 2 matched, so rules below it never run. That's the whole execution model — and it's the reason you can reason about it at a glance. Transfer to an AI agent Move to another queue Escalate to a named human Offer a callback Fire a webhook ### Six conditions cover almost everything a floor worries about We didn't build a rules engine with infinite operators. We built the six triggers that actually cause a bad customer moment, and made each one a single click. A customer waits too long The abandonment clock. Hand the thread over rather than let it rot in a queue. The call or message goes unanswered Nobody picked up. Recover it instead of logging a missed call. All agents are busy Your peak. The AI absorbs the overflow at the exact moment you'd otherwise lose it. It arrives after hours 3am. The AI answers, books, and leaves a task for the morning. The message contains a keyword “cancel”, “lawyer”, “complaint”. Route it to a person before it escalates itself. A contact field matches VIP, fleet account, priority SLA. Your best customers skip the queue. Escalation · human in the loop ## When the AI gives up, it doesn't go quiet. It raises an alarm. An escalation isn't a mode switch that nobody notices. The conversation changes state — it moves to the Escalated tab, the AI stops replying, the row turns red and pins to the top, and a handover strip appears in the thread with the reason the AI gave up . Your agent knows what they're walking into before they open it. Open Escalated · 1 Resolved JC James Carter Escalated I've asked three times now and nobody has… Mihu AI handed this to a human — repeated frustration now LB Lauren Brooks Thursday at 10:00 is held for you — see you then. Mihu AI replying 8m SM Sara Marino You: I'll get that confirmed and come back to you. 22m Handed over to you Mihu AI stopped and handed this conversation to a human. Take over JC I've asked three times now and nobody has actually fixed it. ### Three states, three different jobs The hardest part of a shared desk is telling an agent, at a glance, which conversations need them. So each state looks different on purpose. Human · Copilot #### An unread counter Plain and familiar: “answer me.” The number is the only thing the agent needs to read. Autopilot #### A live AI shimmer No counter, because no one owes a reply. The row says “I've got this — stay out” so nobody double-answers a customer. Escalated #### A red alarm rail Pinned to the top with the reason on the row. “The AI gave up — you're on.” One click to take over, and the whole handover is logged. Escalations are triggered by your flow rules — knowledge gap, frustration, keyword, SLA breach — not by the AI's own judgement The reason is stored on the conversation, so “why did this reach a person?” is a report, not an argument Desktop notification, sound and in-thread strip — an escalation is the one event we let interrupt an agent Anatomy of the desk ## One screen. Everything the conversation needs. Three columns: what's waiting, what you're doing, and what the AI knows . A new agent is productive on it in an afternoon, because there's nowhere else to go. 1 2 3 4 5 6 7 8 workdesk.mihu.ai / inbox Available RM Conversations 6 4 Support 2 Sales 1 Billing 0 Reception Open Escalated Resolved MR Marcus Reed ● Live call · warning light on the A22 now 2 ER Emma Ross 📷 2 photos · damaged delivery 1m 2 LB Lauren Brooks EX30 test drive — Thursday 10:00 held 8m GF Grace Foster Fattura inviata — €380 22m AC Avery Clark Draft ready — XC90 financing 45m 1 MR Marcus Reed Reed Logistics · Fleet · Priority SLA Human First Escalated to you at 14:05 — safety-critical . Fleet account found, roadside assistance already dispatched, ETA 25 min. Warning light on the FH — it came on out on the A22 motorway. Found your account, Marco — Volvo FH 500, priority SLA. Pull over safely, I'm getting a technician on this. Il camion è ancora in moto ma sono preoccupato per la sicurezza. Italian → English · “The truck is still running but I'm worried about safety.” Marco, roadside is 25 minutes out. Hazards on, stay behind the barrier — I'll stay on with you. Confirm the ETA Offer a courtesy vehicle Send the roadside protocol Type your reply… Activity Capabilities Workflows Live sentiment 35 · negative Concerned about safety, urgent tone. What the AI did Fleet account retrieved — priority SLA 14:05 · automatic Safety protocol · roadside dispatched 14:05 · automatic Book workshop slot — tomorrow 08:30 awaiting your approval Approve Contact · CRM Company Rinaldi Trasporti Vehicle Volvo FH 500 Issue Engine warning Tags Fleet · Priority Next appointment Tomorrow · 08:30 Workshop · 90 min Reschedule Add note 01 #### Your queues, as boxes An agent only sees the queues they're assigned to. The counts are live, so “where do I go next” is answered before anyone asks. 02 #### Who's holding each thread A glyph on every row says AI or human . A violet hairline means unread. You can read the state of your whole floor in one glance. 03 #### One conversation, every channel Voice, WhatsApp, SMS, email, Instagram and Facebook Messenger land in the same thread. Photos, voice notes, PDFs and locations included. 04 #### A draft you can take or leave In Copilot, one suggested reply grounded in your knowledge base — insert it, edit it, or regenerate it. In Human First, a Draft with Mihu AI button does the same on demand, without a configured agent. 05 #### Sentiment as a number Read live, in every language, with the reason in one line. Supervisors see it move before a customer asks for a manager. 06 #### A visible action trail Every lookup, booking and send the AI made, timestamped, marked automatic or approved. Anything sensitive sits there waiting for a human tap . 07 #### Contact and calendar, in reach The record and the next appointment are on the same screen. Fields the AI filled are marked, so nothing arrives unlabelled. 08 #### The mode switch, in the header Take a conversation from the AI, or give it back, in one click. The change is written into the thread with a reason. What's in the desk ## A full cloud call center, with the AI already inside it. Every tool a contact center needs, and a Mihu agent working alongside your team on the same threads — so every case you've defined is handled the moment it arrives, at any hour. Buy numbers, connect channels, invite everyone; you pay only for what you consume . Available in 16 interface languages , with live translation across 40+. Voice in & out WhatsApp SMS Email Instagram DM Facebook Messenger ### The omnichannel inbox One thread anatomy for every channel. This is what Human First mode is. Six channels, one queue view Voice, WhatsApp, SMS, email, Instagram and Facebook Messenger, filtered by queue and status. Softphone built in Answer, dial out, mute, hold, keypad, recording — and a call widget that follows the agent around the app. Warm or blind transfer Brief a colleague first, or pass it straight through. Either way the reason travels with the conversation. Rich media both ways Photos, voice notes with transcription, PDFs, documents and locations — sent and received in-thread. Templates for new conversations Start an outbound WhatsApp or email from a template, with variables pre-filled from the record. Your own statuses Name, colour and order the states your operation actually uses. They aren't ours to define. Live translation The customer's language stays theirs; the agent reads and writes in their own. 40+ languages, 16 interface languages with RTL. Presence that means something Available, working, on a call, lunch, out of office. Routing respects it. ### What the AI adds — in Copilot Only when you ask for it. In Human First mode none of this appears ; the agent works unassisted. Conversation summary on arrival Two lines on what this is about, so nobody scrolls up through forty messages. Live sentiment and intent A score, a label and the reason — updated as the conversation moves, in any language. One suggested reply Grounded in your knowledge base. Insert it, edit it, or hit regenerate for another take — the agent stays the author. Draft with Mihu AI — even in Human First A button above the composer reads the conversation and writes a reply on demand. It needs no configured agent, so a human-only team gets it from day one. Contact fields filled from the conversation Marked as AI-filled, and sensitive fields queue for approval before they change. Ask the knowledge base A question box over your own documents, with the source article attached to the answer. Resolve, and it writes it up Outcome, detected intents, reasons and a summary — generated the moment the agent closes it. ### What runs underneath The parts nobody sees on a demo and everybody needs by week two. Queues, channels and routing Covered above — the control room. Each queue owns its numbers, its agents, its SLA and its rules. A capability catalogue Exactly what your AI agent is allowed to do: look up a record, check stock, book a slot, open a ticket, escalate. Readable by a manager, not just a developer. Workflows on resolve Update the CRM, add to a follow-up list, set a reminder, push to a campaign, send a satisfaction survey, log the summary, create the lead — fired when a conversation closes. New Tasks — the outbound queue New leads, campaign lists, missed-call callbacks, appointment reminders, win-backs and complaint follow-ups, each with context and a suggested opening line. Coaching and performance Every conversation scored on your rubric, what went well and what to fix, plus the week at a glance per agent and per queue. ### Who's in the room A desk is a place people share. So it needed real space management before it needed anything clever. Members, roles and permissions Group people into teams, give roles the powers they should have and nothing they shouldn't. Invite by email, join by link Invite teammates directly, or open self-serve registration for your domain. Pending invitations and waiting-for-approval are their own screens. Access logs Who signed in, from where, and what they changed. Exportable for a review. Your own domain and your own logo The desk carries your brand, not ours. Two-factor authentication Require a code at sign-in, per workspace or per role. Governance you can show a reviewer GDPR and HIPAA flags per agent, audit trails, and recordings you control. Contacts & appointments ## The record and the calendar work in all three modes. This is the test of whether AI and people really share a desk: can they both write to the same record and the same calendar? Yes — with a marker saying which one did. ### One contact record, three authors In Autopilot the AI writes it. In Copilot it proposes and the agent confirms. In Human First the agent owns it outright. Every field shows where it came from. Fill from conversation — one tap turns a chat into a completed record, with AI-filled fields marked. Approvals for sensitive fields — changes to the fields you care about queue for a human to accept or reject. Custom fields, tags and pipeline stages — your data model, so a conversation can move a deal. Full history on the contact — every past conversation across every channel, and the analysis of each one. Tomorrow · workshop calendar Porto Mantovano 08:30 Marcus Reed · FH 500 Diagnostics — booked by the agent, on the call Human 10:00 Lauren Brooks · EX30 Test drive — booked in chat AI 11:30 Sara Marino · XC60 Spring service — reminder sent AI 14:00 Avery Clark · XC90 Finance consultation — awaiting confirm Waiting 16:00 Open slot Offered to 2 customers on the waitlist Either side can book, move or cancel — a person can override any of it New tasks · outbound work queue 6 today today Paolo Conti — new lead Call · asked about EX30 pricing on the site AI today Sara Marino — campaign WhatsApp · spring service, XC60 due CRM 2h Luca Greco — follow-up Call · confirm yesterday's complaint is resolved AI 4h Franco Galli — return Call · arrange pickup, confirm refund window AI Open one and it becomes a live conversation — context already loaded ### Work that finds your team, not the other way round Most of a contact center's value is outbound, and most outbound dies in a spreadsheet. New Tasks is a queue of the calls and messages that should happen today — built by the AI from what it noticed, and by your CRM from the segments you defined. Each task opens with the reason it exists , a summary, the contact record and a suggested opening line. Start it and it becomes an ordinary conversation — same thread, same tools, same scoring. Or leave the queue on Autopilot and the AI makes the call — your rules decide, not who has time. Workspace, teams & security ## Before it was clever, it had to be a place your team can be trusted in. A shared desk means shared access, and shared access means the boring things have to be right . Space management, identity, roles and queue permissions — built first, not retrofitted. Workspace your-company Your own domain desk.yourcompany.com · verified SPF · DKIM ✓ Your logo Sign-in, desk header and outbound email Uploaded Invite teammates 4 active · 1 pending invitation By email Self-serve registration Anyone on your domain can request access · 2 waiting for approval Two-factor authentication A 6-digit code at every sign-in Compliance & access logs Per agent, per queue GDPR (EU) HIPAA Audit trail Roles & queues who can do what Role Reply Refund Change mode All queues Agent Senior agent Supervisor Workspace owner Allowed With approval Not allowed Roles are yours to define — this is one workspace's answer, not a fixed list How it fits ## It isn't a second product. It's the same platform, with people in it. You don't integrate Mihu Contact Center with Mihu. There's nothing to integrate — it reads and writes the same agents, memory, knowledge, contacts, calendar and analytics your Mihu agents already run on . Voice Agent Inbound & outbound calls Messaging Agent WhatsApp & SMS Email Agent An inbox per agent Social Agent Instagram & Messenger Reception & Booking IVR, routing, scheduling One agent definition · one memory · one record Mihu Contact Center ### The same conversations, with a person able to step in Whatever your agents are running — a recall campaign on voice, a WhatsApp service thread, an email quote — lands on the desk the moment a human is needed, and goes back when they're done. Shared memory The desk sees what the agent saw. Nothing is copied between systems. Shared knowledge base Agents and people quote the same articles, so answers match. Shared contacts & calendar One record, one set of appointments, both authors marked. Shared scoring One rubric across AI and human work, so the numbers compare. What this replaces An AI vendor and a separate helpdesk, joined by a webhook and hope A softphone in one tab, a CRM in another, a chat tool in a third Handoffs that arrive as a transcript nobody reads in time Two quality processes that can't be compared What you get instead One workspace, one login, one conversation record A desk where the AI is a colleague, not an upstream system Handoffs measured in seconds, with the context already on screen One rubric, so you can see where AI beats people and where it doesn't Get started ## Register, buy a number, and take your first call today. Bring your whole team and put an AI agent in the queue beside them. Seats are free — you pay only for the minutes and messages you use. Register free (https://app.mihu.ai/register) Talk to sales (https://mihu.ai/mihu-contact-center) Unlimited team members · 16 interface languages