Support Chat

Every customer conversation. One connected platform.

Talkcoms Support Chat combines web chat, WhatsApp, email and WebRTC voice in a connected customer support environment, with an embeddable widget and agent workspace.

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  • Web Chat
  • WhatsApp
  • Email
  • WebRTC Voice
  • Agent Workspace

Support Chat

One platform for the conversations that matter.

Businesses increasingly handle customer enquiries across separate messaging, email, website and voice channels. Support Chat brings these channels into a connected platform with a dedicated administrative and agent interface, real-time messaging and supporting operational services.

Simplify communication. Strengthen customer relationships.

  • Multiple supported communication channels: web, WhatsApp, email and voice.
  • Embeddable website chat widget.
  • Dedicated agent and administrative workspace.
  • WebRTC voice infrastructure with coturn.
  • JWT authentication and admin/agent access roles.
  • Operational monitoring through Sentry, BetterStack and UptimeRobot.
  • Roadmap toward advanced routing, campaigns, analytics and automation.

  • Separate channel systems

    Talkcoms Support Chat
    Supported channels in one platform

  • Standalone website chat

    Talkcoms Support Chat
    Embeddable chat widget and backend

  • Separate voice tool

    Talkcoms Support Chat
    WebRTC voice capability

  • Fragmented operational tools

    Talkcoms Support Chat
    Agent/admin workspace and monitoring

Customer communication built with security in mind.

The documented baseline uses JWT authentication, bcrypt password hashing, admin and agent roles, and operational monitoring.

Planned: administrative MFA, stronger credential handling, storage encryption, incident response, privacy workflows, tenant isolation and release controls. Implemented controls do not establish external certification.

A modern foundation for business communication.

  • Backend

    Implementation
    Node.js 20; Express 4; Socket.IO 4

  • Frontend

    Implementation
    React 18; Vite; Tailwind CSS

  • Database

    Implementation
    PostgreSQL 16

  • Voice

    Implementation
    Self-hosted WebRTC; coturn

  • Auth

    Implementation
    JWT; bcrypt; admin/agent roles

  • Deployment

    Implementation
    Docker Compose; DigitalOcean

  • Monitoring

    Implementation
    Sentry; BetterStack; UptimeRobot

  • Channels

    Implementation
    Web chat; WhatsApp; email; WebRTC voice

Documented load-test baseline: 100 concurrent users; p95 API latency 46 ms; p99 below 120 ms; 0% load-test error rate. These results describe the tested workload, not a universal service guarantee.

For businesses where every customer interaction matters.

  • Customer service teams

    Coordinate enquiries across several communication channels.

  • Financial institutions and SACCOs

    Support general customer enquiries; financial data integration requires separate review.

  • Healthcare organisations

    Support administrative communication; sensitive patient data requires additional safeguards.

  • Retail and service businesses

    Handle website and messaging enquiries in a connected support environment.

More than a chat widget.

  • Embeddable website chat widget.
  • Agent and administrative workspace.
  • WhatsApp and email communication channels.
  • WebRTC voice capability.
  • Real-time Socket.IO communication infrastructure.
  • Error, uptime and operational monitoring.
  • Existing analytics foundation; expanded channel and SLA reporting is planned.

Future: multi-tenancy, advanced routing, campaigns, automation, AI-assisted summaries and agent suggestions.

From enquiry to response, in one connected experience.

  1. 1

    Customer contacts the business through a supported channel.

  2. 2

    Channel infrastructure processes the interaction.

  3. 3

    Authorised agents respond using the support environment.

  4. 4

    Administrators monitor available operational signals.

Getting started

  1. Discuss requirements
  2. Configure channels
  3. Onboard agents
  4. Test
  5. Launch

Common questions

  • Which channels are supported?

    Web chat, WhatsApp, email and WebRTC voice are in the documented production baseline.

  • Can it be embedded on a website?

    Yes, an embeddable widget is included.

  • Does it support multiple agents?

    Yes; advanced routing and multi-agent voice validation remain work items.

  • Can multiple organisations use separate workspaces?

    Secure multi-tenancy is planned, not confirmed as delivered.

  • Does it include AI?

    Conversation summaries, categorisation and suggested responses are roadmap features, not confirmed production capabilities.

Support Chat

Connect your channels. Empower your agents. Improve every conversation.

Explore how Talkcoms Support Chat can support your customer communication needs across website chat, messaging, email and voice.

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Support Chat: Web Chat, WhatsApp, Email & Voice — Talkcoms