What is Protodesk?

Protodesk is a customer support workspace for managing conversations, organizing knowledge, publishing a Help Center, and reducing repetitive support work.

The following map shows how Protodesk's customer-facing and teammate-facing tools work together.

flowchart LR
  Customer[Customer] --> Chat[Live Chat]
  Chat --> Threads[Threads]
  Teammate[Teammate] --> Threads
  Knowledge[Knowledge] --> AI[AI assistance]
  AI --> Threads
  Help[Help Center] --> Customer

What you can do

• Manage customer conversations from the Threads inbox.
• Keep trusted support knowledge available to your team and AI.
• Publish customer-facing articles in a branded Help Center.
• Add Live Chat to your website so visitors can contact your team.
• Use AI assistance while keeping your team in control.

How the workspace is organized

• Threads is where your team reads and replies to customer conversations.
• Browse helps you explore support activity and customer context.
• Knowledge stores information your team can reuse.
• AI contains tools for assisting and automating support work.
• Help Center is where you create and publish customer-facing articles.
• Settings controls your workspace and preferences.

Recommended first steps

1. Review your workspace settings.
2. Invite the teammates who will answer customers.
3. Configure Live Chat for your website.
4. Create a small set of Help Center articles for common questions.
5. Send a test conversation and reply from Threads.

Start small. A clear workflow and a few accurate articles are more useful than a large, unfinished knowledge base.