Features
Every feature you need to message, sell and support at scale.
Smartly Craft brings inbox, AI agents, campaigns and commerce together into one calm, fast workspace — with the governance large teams ask for and the speed small teams love.
8 product pillars 60+ integrations SOC 2 aligned
01
Unified Inbox
Every channel, one thread.
02
Bots & AI
Resolve 80% before a human reads it.
03
Campaigns & Broadcasts
Marketing your inbox will thank you for.
04
Conversational Commerce
Browse, cart and pay — inside the chat.
05
Contacts & CRM
A real customer record — not just a phone number.
06
Analytics & Reporting
Decisions, not dashboards.
07
Integrations & APIs
Plug into the rest of your stack.
08
Security & Governance
Enterprise-ready out of the box.
01 · Category
One inbox for WhatsApp, Instagram, Messenger, web chat and email.
Stop tab-hopping. Every customer message — across every channel — lands in a single, fast, keyboard-driven inbox with full history, internal notes and smart routing.
Inbox · All channels
All
WhatsApp
Instagram
Web chat
Email
A
Aisha R.2m
Is the linen dress in stock in M?
WhatsApp
M
Marco P.5m
Where is order #4821?
Instagram
P
Priya K.8m
Do you ship to Pune?
WhatsApp
J
James L.12m
Can I get a discount code?
Web chat
Headline metric
< 4s
median first response
Omnichannel threading
WhatsApp, Instagram DM, Messenger, web chat and email stitched into one contact timeline.
StarterGrowthScale
Smart routing
Rule + AI based assignment by language, intent, VIP tier or queue.
StarterGrowthScale
Internal notes & @mentions
Loop in a teammate without the customer seeing it.
StarterGrowthScale
Lightning search
Find any message in any conversation in milliseconds — full-text + filters.
StarterGrowthScale
Tags, queues & SLAs
Custom tags, queues and SLA timers with breach alerts.
StarterGrowthScale
Saved replies & snippets
Shared library of approved replies with variables and personalisation.
StarterGrowthScale
02 · Category
Hybrid NLP + LLM agents that actually finish the job.
Train an AI agent on your catalog, FAQs, docs and past conversations. It greets, qualifies, answers, books and only escalates when it should.
Concierge AI
Hi! Do you have the navy blazer in size 40?
Yes — 4 in stock. Want me to reserve one and share checkout?
Please.
Cart · 1 item
Navy blazer · M · ₹6,400
Trained on your catalog · 30+ languages · Human handoff in one tap
Headline metric
82%
auto-resolved tickets
Hybrid NLP + LLM
Deterministic intents for known flows, LLM fallback for the long tail — with guardrails.
StarterGrowthScale
Knowledge base ingestion
Upload PDFs, websites, docs and catalogs — re-indexed nightly.
StarterGrowthScale
30+ languages
Detects, replies and hands off in the customer's language automatically.
StarterGrowthScale
Visual flow builder
Drag-drop conversation flows with conditions, API calls and human handoff.
StarterGrowthScale
AI reply suggestions
Agents get suggested replies + tone control in one click.
StarterGrowthScale
Safety & guardrails
Topic blocklists, PII redaction and confidence thresholds before the bot speaks.
StarterGrowthScale
03 · Category
WhatsApp + Instagram campaigns with attribution baked in.
Build segmented broadcasts, sequences and triggered journeys. Frequency-capped, opt-in safe and attributed all the way to revenue.
Campaign · Diwali dropSENT
24,108
Delivered
21,540
Read
₹8.2L
Revenue
1
Hi {{name}}, our Diwali drop is live ✨
WhatsApp template
2
Tap to view the new lookbook →
CTA button
3
Limited to 500 pieces this weekend.
Footer
Headline metric
3.4×
more replies than email
Template manager
Create, submit and track Meta-approved templates without leaving the app.
StarterGrowthScale
Segments & audiences
Real-time segments on any contact, event or order property.
StarterGrowthScale
Sequences & journeys
Multi-step automations with delays, branches and goals.
StarterGrowthScale
Triggered notifications
Order updates, OTPs, reminders fired by webhook or API.
StarterGrowthScale
Scheduled sends
Timezone-aware scheduling with quiet hours per region.
StarterGrowthScale
Revenue attribution
Track first-touch and last-touch revenue per campaign and template.
StarterGrowthScale
04 · Category
Turn a DM into a paid order without ever leaving the conversation.
Native product carousels, carts, checkout and payment links — synced with Shopify, WooCommerce and your custom catalog.
Catalog · Featured
Linen shirt
₹2,200
Suede loafers
₹5,400
Tote bag
₹1,800
Cotton kurta
₹2,900
Headline metric
+38%
cart recovery uplift
Catalog sync
Two-way sync with Shopify, WooCommerce, Magento and CSV.
StarterGrowthScale
Product cards & carousels
Rich product blocks with images, price, variants and CTA.
StarterGrowthScale
In-chat cart
Add, edit and check out without redirecting the customer.
StarterGrowthScale
Payment links
Stripe, Razorpay, Paystack and UPI — one tap to pay.
StarterGrowthScale
Abandoned cart recovery
Auto WhatsApp nudges with personalised offers.
StarterGrowthScale
Order updates & upsell
Shipping status, reorder prompts and post-purchase upsell.
StarterGrowthScale
05 · Category
Lightweight CRM built around the conversation.
Every contact carries channels, orders, tags, custom fields and the full message history — searchable and exportable.
AR
Aisha Rehman
VIP · 14 orders · since Mar 2023
WhatsApp
+91 98… 4421
Instagram
@aisha.r
Email
aisha@…
City
Mumbai
Timeline
- Bought · Linen shirt · 2d ago
- Replied on WhatsApp · 3d ago
- Received Diwali drop campaign · 5d ago
Headline metric
Unlimited
contacts on every plan
Unified contact profile
Merge WhatsApp, Instagram, email and phone into one record.
StarterGrowthScale
Custom fields
Unlimited fields, sections and validation rules.
StarterGrowthScale
Lifecycle tags
Lead, customer, churned, VIP — auto-applied from behaviour.
StarterGrowthScale
Timeline & events
Every message, order, campaign and bot turn on one timeline.
StarterGrowthScale
Consent & opt-in tracking
Per-channel opt-in source and timestamp — audit-ready.
StarterGrowthScale
Import & export
CSV, API and direct sync with HubSpot, Salesforce, Zoho.
StarterGrowthScale
06 · Category
Conversation, agent and revenue analytics in one pane.
From CSAT to cohort retention to per-template revenue — answer questions in seconds, not spreadsheets.
Performance · last 30d+24%
4.8
CSAT
4s
FRT
82%
Resolved
Headline metric
30+
out-of-the-box reports
Conversation analytics
Volume, response time, resolution rate, deflection — sliced any way.
StarterGrowthScale
Agent performance
Workload, SLA, CSAT and quality scores per agent.
StarterGrowthScale
Campaign analytics
Delivery, read, click and revenue per broadcast and template.
StarterGrowthScale
Cohort & retention
Buyer cohorts, repeat-purchase rate and LTV by channel.
StarterGrowthScale
CSAT & NPS
Inline post-chat surveys with auto-tagging of detractors.
StarterGrowthScale
Scheduled reports
Email or Slack delivery of any dashboard, on your cadence.
StarterGrowthScale
07 · Category
Open by design — connect the tools you already pay for.
Native connectors for the apps you love, plus a developer-grade REST API, webhooks and SDKs when you want to go further.
Native connectors
Shopify
WooCommerce
Stripe
Razorpay
HubSpot
Zapier
Slack
Zendesk
Salesforce
…and 50+ more via REST API, Webhooks and Zapier.
Headline metric
60+
native integrations
Shopify & WooCommerce
Sync catalog, orders, customers and fire automations from events.
StarterGrowthScale
Meta Cloud API + Twilio
Bring your own WhatsApp BSP or use ours — your choice, same UX.
StarterGrowthScale
Webhooks
Subscribe to messages, orders, agent events — retried with backoff.
StarterGrowthScale
REST API & SDKs
Stable, versioned API with Node, Python and PHP SDKs.
StarterGrowthScale
Zapier & Make
300+ apps connected without writing code.
StarterGrowthScale
CRM & helpdesk sync
HubSpot, Salesforce, Zoho, Freshdesk, Zendesk — two-way.
StarterGrowthScale
08 · Category
The controls Security, Legal and Ops actually ask for.
SOC 2-aligned controls, role-based access, full audit log and regional data residency — on every plan.
Governance
SOC 2 Type II
Aligned controls
ISO 27001
In progress
GDPR + DPDP
Data subject tooling
EU / US / IN / APAC
Pick your region
SSO · RBAC · Full audit log · PII redaction
Headline metric
SOC 2
type II aligned controls
SSO & SAML
Okta, Azure AD, Google Workspace, SCIM provisioning.
StarterGrowthScale
Roles & permissions
Granular RBAC with custom roles per workspace.
StarterGrowthScale
Full audit log
Every action, who, when and from where — exportable.
StarterGrowthScale
Data residency
EU, US, India and APAC regions — pick where data lives.
StarterGrowthScale
PII redaction
Mask card, ID and personal data in bot logs and analytics.
StarterGrowthScale
Retention policies
Per-channel retention windows aligned to GDPR and DPDP.
StarterGrowthScale
Smartly Craft vs. the rest
A real platform — not a glorified inbox.
Most tools stop at the message. We follow the conversation all the way to the order — and back.
Capability
Smartly Craft
Typical alternative
WhatsApp + Instagram + Web + Email inbox
WhatsApp only
AI agent trained on your catalog
Add-on / paid
In-chat catalog, cart and checkout
Redirect to web
Revenue attribution per template
Click-only
Unlimited seats on every plan
Per-agent pricing
Data residency (EU/US/IN/APAC)
US only
SOC 2 + GDPR + DPDP controls
Partial
Foundations
The boring things, done extremely well.
Fast by default
P95 < 80ms across the inbox, even at 1M messages/month.
Yours forever
Export anything to CSV or API. No lock-in, no hostage data.
Global from day one
30+ languages, 4 regions, currency-aware pricing.
Composable
Every feature is a building block — turn off what you don't need.
Questions
The things teams ask before switching.
Ready when you are
All of it — running on your data in 10 minutes.
Start a 14-day free workspace with every feature unlocked, or book a guided tour with our solutions team.