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.
Nobody is on shift. The conversation is still being handled.
Appointment bookedTomorrow · 08:30 Contact updatedCRM · 3 fields Rachel took overin 0:04Why it exists
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.
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?”
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.
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.
Hybrid by design
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.
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.
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.
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
Not three products — three settings. Set it on a queue, on a channel, or on one conversation. The customer never sees the switch.
The AI runs the whole conversation and sends the replies itself. Your team watches the room instead of typing in it.
The AI drafts, retrieves and pre-fills. Your agent approves, edits, sends. The keystrokes disappear; the judgement stays human.
No AI in the conversation at all. This is a full omnichannel inbox — your agent handles the conversations, the contacts and the appointments themselves.
The handoff · second by second
A live conversation escalating from the AI to a human being — what moves, and what the agent sees the moment they arrive.
Third mention of “charged twice”. Sentiment drops to frustrated, confidence 0.94. Intent is now a refund, not a question.
Frustration past your line, plus a billing topic, plus a refund over €100. You set that trigger — the AI recognises that you already decided.
Routed to the Billing queue, to a human agent who is available and holds the refund permission. The thread arrives whole.
“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”.
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
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.
Autopilot, Copilot or Human First — who runs the conversation on this number.
The answer time you're aiming for. Everything else measures against it.
Knowledge gap, callback offer, overflow, escalation — what happens when it goes wrong.
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.
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.
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.
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.
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
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.
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.
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.
Escalation · human in the loop
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.
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.
Plain and familiar: “answer me.” The number is the only thing the agent needs to read.
No counter, because no one owes a reply. The row says “I've got this — stay out” so nobody double-answers a customer.
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.
Anatomy of the desk
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.
Concerned about safety, urgent tone.
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.
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.
Voice, WhatsApp, SMS, email, Instagram and Facebook Messenger land in the same thread. Photos, voice notes, PDFs and locations included.
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.
Read live, in every language, with the reason in one line. Supervisors see it move before a customer asks for a manager.
Every lookup, booking and send the AI made, timestamped, marked automatic or approved. Anything sensitive sits there waiting for a human tap.
The record and the next appointment are on the same screen. Fields the AI filled are marked, so nothing arrives unlabelled.
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
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+.
One thread anatomy for every channel. This is what Human First mode is.
Only when you ask for it. In Human First mode none of this appears; the agent works unassisted.
The parts nobody sees on a demo and everybody needs by week two.
A desk is a place people share. So it needed real space management before it needed anything clever.
Contacts & appointments
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.
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.
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.
Workspace, teams & security
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.
| Role | Reply | Refund | Change mode | All queues |
|---|---|---|---|---|
| Agent | ||||
| Senior agent | ||||
| Supervisor | ||||
| Workspace owner |
How it fits
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.
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.
Get started
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.
Unlimited team members · 16 interface languages
