Product
Omnichannel Customer Support: What It Is & Why It Matters
Omnichannel customer support unifies every channel into one connected experience. Learn what it means, how it differs from multichannel, and how to deliver it.
2 min readVoice and video support with recording, transcription, and AI summaries.
Handle calls inside the same inbox as every other channel. Nateq records, transcribes, and summarizes each conversation so nothing gets lost after the customer hangs up.
- Call recording
- Automatic transcription
- AI call summaries
- Voice & video
Calls
What you get
Voice and video in one place
Take voice and video calls without leaving the inbox that holds your chats, emails, and tickets.
Recording & transcription
Calls can be recorded and transcribed automatically when recording is on for the number, so agents can search and review conversations later.
AI call summaries
Get a concise AI summary of what was discussed and what to do next, attached to the customer's timeline.
Full context on every caller
See past tickets, notes, and conversations before you pick up, so customers never repeat themselves.
Missed calls become tickets
A missed call turns into a trackable ticket automatically so no request slips through the cracks.
Call insights
Track volume, response times, and outcomes alongside your other channels in one reporting view.
How it works
- 1
Take the call in Nateq
Answer voice and video calls from the same workspace as every other conversation.
- 2
Let Nateq capture it
With recording on for the number, the call is recorded and transcribed, then an AI summary is generated automatically.
- 3
Follow up with context
The summary and transcript stay on the customer's timeline for follow-ups and reporting.
How call billing works
Phone and WhatsApp calls are included for every agent on every plan. AI Voice is optional and paid by the minute from your wallet. What a call travels over is billed by whoever carries it, and it depends on the route.
AI Voice, by the minute
An AI Voice minute covers speech recognition, the AI and the voice itself. Minutes are paid from your wallet on a graduated rate that gets cheaper as the month's minutes grow, with 3 concurrent AI calls included. The current rates are on the pricing page.
WhatsApp calls
Customers can call your business's WhatsApp number and reach your team or the AI. Meta charges nothing for calls customers start, so only Nateq's per-minute media fee applies, plus AI Voice minutes when the AI answers. Calls you place on WhatsApp are billed by Meta to your own WhatsApp Business Account per minute, by the recipient's country, in 6-second pulses with volume tiers, with no markup from Nateq.
Phone and SIP minutes
Connect your own number over your SIP trunk. Your carrier bills the minutes at its own rates, and Nateq adds a small per-minute media and routing fee from your wallet.
Recording included free
Call recording is included free. Recordings are kept for 7 days on Basic and 90 days on Team and above, and you can set a shorter period for each number. Every recorded call starts with a notice that the call may be recorded.
Frequently asked questions
Are calls recorded and transcribed?
Yes, when recording is on for the number. Recording is off until you turn it on; once it is, Nateq records and transcribes calls automatically and generates an AI summary you can review or search later.
Does Nateq support video calls?
Yes. Both voice and video calls are handled inside the same unified inbox as your other channels.
What happens to missed calls?
A missed call is turned into a ticket automatically, so your team can follow up without losing the request.
Can agents see history before answering?
Yes. Past tickets, notes, and conversations appear alongside the call so agents have full context.
Ready to see it in action?
Bring every conversation into one intelligent platform. Try it free for 14 days, no card required.