An Electron desktop contact center for agents, supervisors, and administrators. Run it on your infrastructure and connect your own channel providers.
Conversations, address-linked contact history, knowledge articles, canned responses, supervisor help, and wrap-up notes. Contact profiles can hold VIP status, organization, tags, preferred language, and notes; authorized users can merge duplicate contact records while choosing whether to retain notes and tags. Permission-aware page search, keyboard navigation, and guided two-factor sign-in keep everyday work accessible.
Work from scoped interaction lists for open, assigned-to-me, missed or abandoned, closed, Email outbox, and messaging outbox items. Schedule and cancel customer callbacks, review uncertain delivery outcomes before retrying, and use the conversation stream for Social care. Ownership and actions follow the user's queue, team, and interaction permissions.
Explore next stepsRoute by skills, priority, longest idle, business hours, fallback queues, and scheduled callbacks. The visual flow studio supports conditions, variable switches, input collection, queue transfers, scoped GET API steps, testing, versioned publishing, rollback, and durable run checkpoints with reviewed recovery.
Search scoped contact history across supported channels, maintain VIP, organization, tags, preferred language, and notes, and merge duplicate contact records with explicit note/tag retention choices. Contact grouping follows recorded communication endpoints and provider identities; it does not verify a natural person's identity.
Explore next stepsAgent presence, queue and service-level wallboards, help requests, and server health monitoring. Supervisors can change agent presence and use configured monitor, whisper, barge, or takeover controls where the PBX supports them. Weighted QA scorecards include random, per-agent, and low-CSAT sampling, feedback acknowledgment, and disputes. Reports support date presets or custom ranges, queue/channel filters, service-level targets, wait/handle times, CSAT, and matching CSV exports.
Administrator-managed SIP/WebRTC phones, up to ten Server-owned email mailboxes, website chat, SMS/WhatsApp providers, and direct social accounts. With a configured managed PBX, the Server can track call state and distinguish missed, queue-abandoned, and voicemail calls; compatible PBX behavior and deployment qualification are required. Twilio can use up to ten SMS and ten WhatsApp sender addresses, each routed to a queue, published channel flow, or named Agent with a fallback queue. Teams supports single-tenant public-cloud personal text chats. Provider access, configuration, and usage fees remain separate.
Explore next stepsConfigure per-channel in-app and desktop alerts; background event sounds default off, with incoming-call ringing controlled separately. Server-side attachment retention can be configured for Chat, Social, and Voice, with separate Email and SMS/WhatsApp policies. User security includes authenticator-app MFA, recovery codes, session controls, scoped roles, and permission overrides. Backup, recovery-copy review, audit verification, checkpoint export, content holds, and exact-address erasure have bounded workflows and are not compliance certification.
Explore next stepsThe Server owns an embedded SQLite workspace; agent Clients do not keep a separate operational database. Protected backups, reviewed content holds and address-linked erasure, attachment retention policies, and independently retained audit checkpoints support controlled operations, not a compliance certification.
Reviewed browser CRM screen pops, minimal HMAC-signed metadata webhooks, limited server-to-server API access, and read-only user OAuth are available behind explicit policies. Flow API references use exact HTTPS host/path allowlists and per-flow credentials, including static bearer or OAuth client-credentials references. The private Electron RPC interface is not a public integration API.
Human-reviewed OpenAI reply and summary drafts are disabled by default. Organizational approval, provider configuration, cost, and data review are required. Drafts are not sent to customers automatically.
Optional desktop OIDC uses a public native client, Server-held S256 PKCE, verified ID tokens, and existing linked WonderCX accounts with local MFA. Portal OIDC is configured separately. Both are disabled by default; neither auto-provisions users or removes local authorization, and live customer IdP qualification remains outstanding.
Explore next stepsAdministrator-managed FreeSWITCH configuration covers extensions, trunks, queues, IVR, and conference rooms. Windows setup offers optional engine download or an existing PBX; native SIP and macOS PBX paths have separate preview requirements. Production telephony release is blocked pending qualification.
Explore next stepsFull interaction recording/playback, an embedded CRM agent widget, generic CRM data synchronization, a live outbound voice campaign dialer, provider-side Social comment moderation, and public Facebook Page publishing are not available. Some desktop screens contain draft or control UI for these paths; that UI does not mean the remote operation is implemented. Managed PBX/native-SIP paths remain previews and are not production-qualified.
