Feature Overview

Orqestra is a business communication platform for WhatsApp and Instagram. Conversations from every connected WhatsApp number and Instagram account appear in one dashboard your team can manage together.

---

Shared Inbox

Messages from every connected channel arrive on one Conversations page, so agents do not need to switch between apps or tabs.

Each conversation can be labeled, assigned to an agent, and supplemented with private internal notes. Teams can monitor status and response time, then filter conversations by channel, status, assigned agent, or label.

Real-time notifications help the team catch every message, even when many conversations happen at once.

---

Flow Builder

Flow Builder lets you create no-code automation through a visual interface. Design conversations that welcome new customers, answer common questions, collect information, and route people to the right team without agent involvement.

A keyword can trigger a flow, or you can make it the default for every first message. WhatsApp and Instagram use separate flows that reflect each channel's capabilities.

---

Broadcasts

Broadcasts send approved WhatsApp templates to many contacts at once. Use them for promotional campaigns, order updates, reminders, or time-sensitive announcements.

Select recipients from existing contacts or upload a CSV file. Each campaign includes delivery, read, reply, and failure reporting.

---

AI Agents and Pipelines

Orqestra supports AI-powered conversation automation through two approaches:

AI Agents answer questions using a knowledge base you control. They work well for FAQs and first-tier support.

AI Pipelines provide a more flexible node-based builder. Design a process where AI evaluates a message, prepares a response, retrieves external data, and decides when to involve a human agent.

Both approaches support automatic escalation. When AI cannot handle a case, Orqestra routes the conversation to the agent queue.

---

Contact Management

Orqestra automatically saves every contact who starts a conversation. Add names, labels, notes, and custom categories, while keeping cross-channel conversation history in one profile.

Import contacts in bulk with a CSV file. You can also merge WhatsApp and Instagram profiles that belong to the same person.

---

Analytics

View performance for today, the last 7 days, the last 30 days, or the current month.

Available reporting includes:

• Inbound and outbound message volume
• New and resolved conversations
• Agent performance, including messages, resolved tickets, and average response time
• Flow sessions, completed sessions, and completion rate
• AI sessions, credit usage, and agent escalations
• Broadcast delivery and read rates
• Contact growth over time
• Session distribution across agents, AI, and automated flows

---

CSAT

CSAT (Customer Satisfaction) automatically surveys a customer after an agent session ends. Enable it separately for each channel and review results in Analytics.

Channel settings let you customize the question, rating scale, and accompanying message.

---

Multiple Channels

One Orqestra account can manage multiple WhatsApp numbers and Instagram accounts. Each channel has independent business hours, assignment rules, AI configuration, and CSAT settings.

---

Teams and Roles

Invite team members with standard roles such as Admin, Supervisor, Agent, and Viewer. Each role has different access, and permissions can be customized further when needed.

Assign conversations manually or distribute them automatically using round-robin or least-loaded rules.

---

Integration API

Use Orqestra's REST API to connect an existing CRM, ERP, online store, ticketing platform, or other business system. Find API documentation and keys under Settings > API Access.