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Tuolen AI
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One trusted context. More ways to connect.

From web chat and WhatsApp to Instagram, Facebook and X customer interactions, meet customers where they reach out—with email, web-widget voice and WhatsApp voice alongside. Telephony is coming soon—not available yet.

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Meet customers where they already are.

The channel changes. The trusted business context behind the answer stays connected.

Web

On-site support

Illustrative preview
Amina is getting helpWeb
AM

AminaCan I change the delivery address on my order?

Tuolen

Yes. I can help update it before your order is dispatched.

Grounded in approved sources · Jordan can join

Social conversations. Your team stays in control.

Start with draft review. For Instagram and Facebook, choose automatic, draft-only or disabled replies independently for private messages and public comments.

Instagram

Direct messages & comments

Turn product questions in Instagram messages and comments into helpful, knowledge-grounded replies.

Connect an authorized professional Instagram account. Access depends on Meta permissions and provider setup.Preview Instagram

Facebook

Page messages & comments

Help customers in Facebook Page messages and comments, with separate controls for private and public replies.

Connect a Facebook Page you can manage and grant the required Meta permissions. Test the connection before going live.Preview Facebook

X

Customer interactions

Handle customer-initiated X DMs, mentions and direct replies. Review drafts or enable automatic support replies separately for private and public interactions.

X supports customer-initiated DMs, mentions and direct replies—not standalone publishing or unsolicited DMs. Sending requires explicit provider approval and must be enabled separately. For private help, ask the customer to DM your business and wait for them to initiate it.Preview X

Already using Tuolen? Open an agent → Channels → Social channels to connect accounts and configure reply controls.

Choose the channel for the customer’s next step.

Start with the questions customers already ask in each channel. Use the same maintained knowledge, then test the conversation in the format people will actually use.

Web: help alongside the task

Use an embedded assistant to explain a policy or guide someone through a website. Prepare the knowledge behind the answer and decide which requests should move to a person instead of continuing automatically.

WhatsApp: concise, conversational support

Plan for short messages, follow-up questions, and customers returning to a conversation. A rollout needs an authorised channel connection; confirm provider requirements and account permissions before opening it to customers.

Email: enough detail to act

Bring account guidance and support information into written replies. Decide which requests can receive an AI response and which need review, especially when the customer is asking for a sensitive account change.

Voice: test the spoken experience

Check that answers are clear when heard rather than read. Include interruptions, unclear questions, and requests for a person in your test cases. Voice is available on the web widget and via WhatsApp, subject to connection setup. Telephony (phone numbers and carrier calls) is coming soon and is not available yet.

Planning a rollout? Tell us about your support workflow and the systems you need to connect.

See Tuolen in action.

See what Tuolen can do for your business. Pick a time for a 30-minute conversation with our team.

Book a demo
30 MINUTES · YOUR BUSINESS IN FOCUS

Let’s find your next
better conversation.

  • Walk through your customer experience
  • Explore the right products and channels
  • See how your knowledge and tools fit
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