Resolve messaging at scale with AI customer service agents
Engage customers across web, mobile, SMS, and social messaging with fast, consistent experiences that improve satisfaction and build loyalty.
Speak to an expertWhy enterprises choose Ada for messaging
Every touchpoint
Connect across every messaging touchpoint
Deliver consistent, always-on AI customer service across chat, SMS, WhatsApp, social, and in-app messaging.
Playbooks
Turn your SOPs into automated workflows with Playbooks
Handle complex tasks with structured workflows. Playbooks let your AI agent follow multi-step SOPs using real-time data, without relying on rigid, scripted frameworks.
One intelligence layer
Unified intelligence across channels
Ada’s unified Reasoning Engine™ powers shared intelligence across messaging, email, and voice. Manage your AI agent in one place, reduce operational complexity, and deliver consistent, brand-aligned experiences everywhere.
We recognized that our customers needed support on demand, whenever and wherever it suited them.
With that in mind, we expanded our support across chat, social platforms, and even WhatsApp, giving customers the flexibility to reach us through the channels most convenient for them.
Head of Operations
AI Messaging features and capabilities
Seamless handoffs that preserve context
Intelligently route customers to human agents at the right moment while providing full context and customer data.
Deliver global customer service at scale
Provide tailored service in 60 languages with a single AI agent. Meet customers in their preferred language, wherever they are.
AI agent coaching
Refine tone, responses, and decisions through targeted feedback. Improvements are instantly applied across every channel to drive stronger performance.
Sync with the systems that power your business
Connect Ada with business-critical systems like Zendesk, Salesforce, and Twilio to automate actions, personalize responses, and unlock faster resolution across every channel.
We’re only at the beginning of this transformation, yet the potential is already undeniable.
Agentic AI is poised to redefine how support is delivered—for us at BHN and for our customers—for good.
SVP, Global Operations
Frequently asked questions
Ada’s Messaging product supports chat, in-app messaging, web widgets, WhatsApp, SMS, Messenger, Instagram, and custom channels. Every channel runs on the same Reasoning Engine™ and the same Playbooks. There’s no need to build or maintain separate AI agents per channel.
Configure your AI agent logic once and it runs consistently across every messaging touchpoint your customers use.
A basic chatbot follows a script, matching keywords to pre-written responses and failing the moment a customer asks something unexpected. It’s a good fit for simple FAQs, but little else.
Ada-powered AI agents understand intent, handle ambiguous or multi-part questions, take action on the customer’s behalf, and resolve complex issues autonomously. For the customer, that’s the difference between getting their problem solved and being handed off to a human after the chatbot falls short.
For the enterprise, it’s the difference between a chatbot that contains conversations and an AI agent that resolves them.
Across messaging channels, Ada-powered AI agents run on the same Reasoning Engine™, so the same policies, Playbooks, and safeguards govern every interaction, regardless of which channel a customer uses.
Ada’s memory works at two levels:
- Session memory retains context within an active conversation, so the agent never repeats questions.
- Long-term memory retains key facts (identity, products owned, and preferred language) across sessions, enabling the agent to pre-populate known information and tailor responses on future interactions.
Ada-powered AI agents are fluent in 60 languages across messaging channels. For global enterprises, a single deployment handles customer conversations in each market’s language, without separate configurations per region.
Language detection is automatic: the Ada-powered AI agent identifies the customer’s language at the start of the conversation and responds accordingly.
Ada gives enterprises a unified view of AI agent performance across every messaging channel.
Out of the box, Ada provides granular conversation-level detail alongside key metrics like automated resolution rate, CSAT, average handle time, escalation frequency, conversation volume, and cost per resolution, all broken out by channel, language, region, and interaction type. For teams managing messaging across multiple touchpoints, that means one dashboard instead of fragmented reporting per channel.
Ada’s MCP Server takes this further by bringing performance analytics directly into your preferred AI workspace like Claude, ChatGPT, or others.
Ada offers stringent data security and privacy protections across all messaging channels, including SOC 2 Type II, HIPAA, GDPR, PCI DSS, and AIUC-1 certifications, with zero data retention (ZDR) across all LLM providers, meaning customer data is never stored with LLM providers or used to train third-party AI models.
PII is redacted according to your configured data policies and never exposed in analytics dashboards or third-party systems. All messaging interactions are logged at the conversation level for audit and compliance purposes, with retention schedules governed by your enterprise agreement.
Learn more on Ada's trust and safety page.
Yes. Ada integrates with Salesforce, Zendesk, Twilio Flex, Genesys, NICE CXone, and custom-built platforms through the Developer Toolkit.
For messaging escalations, that means when an Ada-powered AI agent hands off to a human, the full conversation history, customer data, and context transfer into your helpdesk automatically, so the human agent picks up where the AI agent left off without asking the customer to repeat themselves.
Integration depth determines handoff quality: the more connected Ada is to your systems, the richer the context transferred at every escalation.