Tiledesk - Enterprise AI agent platform for automated customer support

What is Tiledesk

If you're managing customer support for a growing business, you've probably felt the pain: inquiries piling up around the clock, response times creeping up, and the mounting cost of hiring and training support staff. Maybe you've also struggled to keep conversations consistent across your website, WhatsApp, and email—all while your team manually juggles between different tools.

Tiledesk is an enterprise-grade AI Agent platform designed to automate your entire customer support operation, from multi-channel inquiries to internal knowledge retrieval. Instead of building chatbots from scratch or relying on expensive developers, you can create intelligent AI Agents using a visual drag-and-drop designer—no coding required.

At its core, Tiledesk combines the power of generative AI with enterprise reliability. The platform is built on a model-agnostic architecture, meaning it works with open-source models like LLAMA and Mistral as well as leading LLMs. Whether you need 24/7 automated responses, intelligent knowledge search, or seamless human handoffs when conversations get complex, Tiledesk handles it all from a single unified platform.

Proven at scale: Over 10,000 enterprises trust Tiledesk to manage more than 10,000,000 conversations annually. With more than a decade of technical expertise behind it, the platform has become the choice for brands that need reliable, scalable AI automation. You'll find Tiledesk in action at major organizations like Generali (Italy's leading insurance provider), Cairo RCS Media (one of Italy's largest media groups), Virgin Mobile, and Universidad Nacional de Córdoba in Argentina.

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Tiledesk's Core Features

Here's what makes Tiledesk stand out from the crowded AI chatbot space—and more importantly, what these features can do for your business.

Design Studio: Build AI Agents Without Writing Code

You shouldn't need a engineering team to automate your customer support. With Tiledesk's Design Studio, you can visually construct conversation flows by dragging and dropping components onto a canvas. Each AI Agent can be customized for specific roles—sales representative, support agent, onboarding specialist, or internal helpdesk assistant. You define the prompts, configure the tools, and connect them to your knowledge base. The result? Complex automation workflows that would traditionally take weeks can now be created in minutes.

Knowledge Base: Intelligent Information Retrieval

Your customers (and employees) expect accurate answers fast. Tiledesk's Knowledge Base uses Agentic RAG technology—the next evolution of traditional document search. It combines full-text search with semantic understanding, so even when users phrase questions differently from your documentation, the system finds the right information. You can create multiple knowledge bases and configure RAG chains that route queries to the most relevant sources. There's also built-in guardrails to ensure responses stay on topic and accurate.

Multi-Channel Support: Meet Customers Where They Are

Your customers don't care which channel they use—they just want help. Tiledesk unifies Web chat, WhatsApp, Voice, Facebook Messenger, SMS, and Email into a single dashboard. AI handles responses 24/7, and when a conversation needs human attention, it seamlessly transfers to your team with full context preserved. No more disconnected experiences or lost conversation history.

AI Email Integration: Automate Your Inbox

If you're still manually responding to support@ or info@ emails, you're leaving massive efficiency on the table. Tiledesk's AI reads incoming emails, understands intent, searches your knowledge base, and generates appropriate responses. It handles everything from basic inquiries to complex multi-step processes—without you lifting a finger.

Appointment Scheduling: Let AI Manage Your Calendar

Booking appointments typically requires back-and-forth exchanges. Tiledesk automates the entire process: checking availability, proposing time slots, confirming bookings, and sending reminders. It integrates with Google Calendar, Outlook, or virtually any calendar system. Whether you're a clinic, consultancy, or sales team scheduling demos, your AI handles it 24/7.

Self-Learning AI: It Gets Smarter Over Time

One of Tiledesk's most powerful features is its ability to learn from human interactions. The system monitors conversations handled by your team, extracts useful information, and automatically updates the knowledge base. The more conversations it processes, the better it becomes. This means your AI improves continuously without manual retraining.

Human-in-the-Loop: The Best of Both Worlds

AI handles the routine, but some conversations need a human touch. Tiledesk enables intelligent escalation—when AI detects a complex issue or specific trigger, it smoothly hands off to a human agent with full conversation history. Your team can also provide feedback that trains the AI directly, creating a continuous improvement loop.

WhatsApp Automation: Italy's Most Popular Business Channel

With over 3 billion users globally, WhatsApp is essential for business. Tiledesk connects directly to WhatsApp Business for both incoming inquiries and outbound automation. Send order updates, appointment reminders, or promotional messages using AI-generated content and approved templates. The first 1,000 messages are free.

On-Premises Deployment: Maximum Control and Compliance

For industries with strict data requirements—finance, healthcare, government—cloud isn't always an option. Tiledesk offers full on-premises deployment, running entirely within your infrastructure. You can use local LLMs (LLAMA, Mistral) and local vector stores (Qdrant) while maintaining complete data sovereignty.

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Who's Using Tiledesk

Tiledesk serves a remarkably diverse range of industries and business sizes. Here's where it typically delivers the biggest impact—and which scenario might match your situation.

E-commerce and Retail

Online stores face relentless customer inquiries: order status, shipping times, return policies, product recommendations. Premiata, a fashion retailer, automated 90% of their customer inquiries using Tiledesk. Their AI handles order lookups, shipping updates, and common questions instantly—only escalating truly complex issues to human agents. The result: dramatically lower support costs while customers get instant answers any time of day.

Multi-Channel Customer Service Operations

If you're already managing conversations across your website, social media, and messaging apps, you know how fragmented the experience can be. Tiledesk brings everything into one unified inbox. AI routes inquiries intelligently, and your team sees the full conversation history regardless of channel. This creates consistent customer experiences while reducing the mental load on support agents.

Enterprise and Internal Knowledge Management

Your employees probably spend significant time searching for information across wikis, documents, and legacy systems. Tiledesk's RAG-powered knowledge base acts as an intelligent internal assistant—employees ask questions in natural language and get accurate answers pulled from across your organization. Fast information access directly translates to productivity gains.

Service-Based Businesses (Appointments)

Clinics, salons, consultancies, and sales teams all share a common inefficiency: appointment management. Tiledesk handles the entire booking flow—presenting available slots, confirming reservations, sending reminders, and managing cancellations. One healthcare provider uses Tiledesk to handle appointment scheduling around the clock, eliminating the staff time previously spent on phone scheduling.

Education and Student Services

Universities face massive scale: thousands of students with overlapping questions about admissions, schedules, grades, and campus services. Universidad Nacional de Córdoba in Argentina processes over 20,000 student queries monthly through Tiledesk. AI handles the high volume of repetitive questions, while faculty and staff focus on complex student needs.

Financial Services and Compliance

Banks and financial institutions need accuracy above all—regulatory requirements mean every response matters. Rather than replacing human advisors, Tiledesk acts as an AI Copilot, suggesting responses to live agents and ensuring consistency. This hybrid approach maintains compliance while dramatically improving advisor productivity.

B2B Sales Qualification

Your sales team shouldn't spend hours answering basic product questions from prospects. Tiledesk can qualify leads autonomously—gathering requirements, explaining features, and routing ready-to-talk prospects directly to your sales calendar. Your team focuses on closing deals, not answering FAQs.

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Getting Started with Tiledesk

Ready to bring AI automation into your business? Here's how to go from sign-up to your first working AI Agent in under an hour.

Step 1: Create Your Account

Visit tiledesk.com and register with your email. You'll get immediate access to a 14-day free trial of all premium features—no credit card required. This gives you full scope to test everything: multiple AI Agents, knowledge base configuration, and channel connections.

Step 2: Build Your First AI Agent

Navigate to Design Studio and create a new agent. You'll choose a template (support, sales, internal help) or start from scratch. The visual canvas lets you define conversation flows, set up prompt chains, and connect tools. You can configure how the AI greets visitors, handles common questions, and decides when to escalate to humans.

Step 3: Populate Your Knowledge Base

This is where your AI gets smart. Upload your existing documentation—FAQs, product guides, policy documents, help articles. Tiledesk processes these into a searchable knowledge base. For best results, structure content clearly with descriptive headers. The system supports various document formats and can pull content from URLs.

Step 4: Connect Your Channels

Once your agent is ready, connect the channels where your customers reach you. For websites, simply copy the provided JavaScript snippet into your site's footer. For WhatsApp, you'll connect your WhatsApp Business account through Tiledesk's integration. Email configuration requires just a few settings to route incoming messages to your AI.

Step 5: Launch and Monitor

Start with a subset of conversations or specific hours, then expand as you gain confidence. Tiledesk's analytics dashboard shows you exactly how your AI is performing: resolution rates, escalation frequency, customer satisfaction scores. Use this data to continuously refine your agent's behavior.

Integration Options

Beyond the visual builder, developers can use Tiledesk's REST API and MQTT API for custom integrations. The platform also supports MCP (Model Context Protocol), enabling connections to external tools and services. Whether you're a non-technical business user or a developer building custom workflows, Tiledesk meets you where you are.

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Tiledesk's Pricing Plans

Tiledesk offers transparent, flexible pricing designed to scale with your business. All plans include a 14-day free trial, and you can switch plans or cancel anytime—no contracts, no hidden fees.

Which Plan Is Right for You?

• Starter (€49/month): Perfect for small businesses or solo entrepreneurs testing AI automation. You'll get enough capacity to handle basic support for one brand and learn the platform.

• Pro (€149/month): Ideal for growing teams. Three users can collaborate, 20 AI Agents enable specialization (separate bots for sales vs. support), and 5 million tokens support meaningful knowledge base deployments.

• Business (€499/month): For established businesses needing serious scale. Fifty agents, 10 million monthly tokens, and priority support make this the sweet spot for companies ready to automate across multiple channels.

• Enterprise: Custom pricing for organizations needing unlimited capacity, dedicated account management, SLA guarantees, and advanced security features like SSO.

Annual Billing Bonus: Pay yearly and receive roughly two months free—the annual plans are priced as if you're paying for 10 months.

WhatsApp Costs: WhatsApp Business messaging is billed separately by Meta. Tiledesk provides the first 1,000 messages free, then standard Meta rates apply.

Open Source: If you're a non-profit organization or working on an open-source project, contact Tiledesk for free access to the platform.

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Frequently Asked Questions