Dmytro Shevchenko

We have shipped Mobile SDK 0.2.0 and expanded what customers can do inside a DobroDesk conversation.

Customers can work through configured order and booking flows in chat. They provide the required details, review the proposed action and receive a result from the connected service. Follow-up actions, such as checking a request or changing an appointment, stay in the same conversation when the connected workflow supports them.

For a booking, that means choosing a service, date and time, reviewing the exact details and confirming before the action runs. Available slots and results come from the connected provider. When a person needs to take over, the teammate has the conversation history and collected details.

Mobile SDK 0.2.0 brings this conversation model into iOS and Android apps, with Flutter, React Native, Capacitor and NativeScript support. App teams can add support where their customers already are.

I used FreshDesk before, and have seen in product companies where have worked. A customer asked something that was already covered in the product's documentation or help center. The answer was there, but someone still had to find it, rewrite it and send it. Then the next customer asked the same thing.

That is where I think AI can be useful in support. It can use the project's own docs to prepare a reply and handle simple questions automatically when the team allows it. The team can then focus on conversations that need context or a real decision.

That is the problem I am working on with DobroDesk. It is a more affordable inbox for email and website chat with AI replies built into the workflow.

How do you handle these questions today? Do you automate them or does someone still answer them one by one?