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Introduction

LBDesk is a comprehensive customer service platform, powered by artificial intelligence, that revolutionizes the way businesses connect with their customers. It's not just a traditional chat system, but a complete solution that combines human efficiency with the power of AI to create exceptional customer service experiences.

The evolution of customer support

In today's world, customers expect instant, personalized, and accurate responses. LBDesk was born from the need to transform customer support from a reactive function to a proactive and intelligent experience.

Before (Traditional systems):

  • Slow and generic responses
  • Agents overloaded with repetitive queries
  • Lack of personalization in care
  • Difficulty climbing the support
  • Loss of sales opportunities due to poor service

Now (With LBDesk):

  • Instant responses 24/7
  • AI agents that continuously learn and improve
  • Personalized attention based on the client's history
  • Automatic scalability based on demand
  • Converting inquiries into sales opportunities

Main objectives of the system:

1. Intelligent support automation

  • Advanced AI chatbots that understand the context of each conversation
  • Automatic responses for frequently asked questions, freeing up time for human agents
  • Intelligent escalation that identifies when a customer needs human attention
  • Automatic assignment of conversations to the most qualified agent

2. Exceptional customer experience

  • Omnichannel support that allows customers to contact you from any platform (web chat, WhatsApp, email, social media, etc.)
  • Consistent responses across all channels, maintaining the context of the conversation
  • Minimal response time thanks to AI that responds in seconds
  • Personalization based on customer history and preferences

3. Operational efficiency for businesses

  • Cost reduction by automating responses to common queries
  • Improved productivity of human agents by focusing on complex cases
  • Real-time analysis of team performance and customer satisfaction
  • Automatic scalability that adapts to peak demand without hiring additional staff

4. Business intelligence

  • Deep insights into customer behavior and needs
  • Identification of sales opportunities and product improvements
  • Satisfaction metrics that allow for continuous service optimization
  • Trend prediction based on query patterns

Complete authentication flow

LBDesk 
├── Initial Access
│ └── Welcome Screen
├── Authentication
│ ├── Login
│ │ ├── Login Form
│ │ ├── Validate Credentials
│ │ └── Verify Email
└── System
Login

Complete registration flow

LBDesk 
├── Internet
│ └── User browses from any device
│ ├── Product website (lbdesk.com)
│ ├── Start/Start free trial
│ ├── Navigate to LBDesk (app.lbdesk.com)
├── Welcome Screen
│ ├── Traditional Registration
│ │ ├── Complete Form
│ │ ├── Email Confirmation
│ │ └── Activate Account
│ │ └── System Access
│ ├── OAuth
│ │ ├── OAuth Redirect (Google)
│ │ ├── Complete Profile
│ │ └── Immediate Access
│ └── Free Trial
│ └── Free 14-day access to the Growth plan
├── Setup Process
│ ├── Onboarding
│ │ ├── Business Type (Visible step if registering through Google)
│ │ ├── Team Creation (Adding agents, optional step)
│ │ ├── Inbox Configuration (If you are not a paid subscription only Webchat)
│ │ ├── AI Training (If you are not a paid user, only accept URLs)
│ │ └── Automation Setup (Optional step)
└── System

→ Product website (lbdesk.com)

Product website

→ Register (app.lbdesk.com)

Register

Onboarding is the guided, step-by-step process that allows you to set up your LBDesk platform in just 5 minutes. It's like having a personal assistant who helps you configure everything you need to start using the platform right away.

→ Onboarding View

Onboarding View

Benefits of Onboarding

  • Quick setup: Ready in 5 minutes
  • Trained AI: Your chatbot learns automatically
  • Team configured: Agents ready to work
  • Active mailbox: Communication channel working
  • Automations: Configured smart flows
  • Initial metrics: Dashboard working from day one

→ Onboarding Steps

Onboarding Steps

Hierarchical architecture​

LBDesk uses a 4-level hierarchical navigation architecture that allows users to access all features in an intuitive and organized manner:

LEVEL 1: Main Navigation

LEVEL 2: Sidebar

LEVEL 3: Submenus and Categories

LEVEL 4: Pages and Specific Features

├── Conversations
│ ├── Sidebar
│ │ ├── All Conversations
│ │ ├── Mentions
│ │ ├── Unattended
│ │ ├── Posts
│ │ │ ├── All My Posts
│ │ └── Tags
│ │ │ ├── All My Tags
│ ├── Main Content Area
│ ├── Message Area
├── LiaDesk (IA)
│ ├── Sidebar
│ │ ├── Data Sources
│ │ └── Testing Area
│ ├── Content Area
├── Campaigns (Active only for paid plans)
│ ├── Sidebar
│ │ ├── Live Chat Campaigns
│ │ └── SMS Campaigns
│ ├── Content Area
├── Reports
│ ├── Sidebar
│ │ ├── Summary
│ │ ├── Conversations
│ │ ├── Satisfaction Surveys
│ │ ├── Agents
│ │ ├── Tags
│ │ ├── Inbox
│ │ └── Team
│ ├── Content Area
├── Contacts (Active only for paid plans)
│ ├── Sidebar
│ │ ├── All
│ │ └── Tags
│ ├── Content Area
├── Integrations
│ ├── Sidebar
│ │ ├── All
│ │ ├── Business Intelligence
│ │ ├── Communication Channels
│ │ ├── CRM
│ │ ├── Ecommerce
│ │ ├── Marketing Automation
│ │ ├── Ratings and Reviews
│ │ ├── Customer Support
│ │ ├── Development Tools
│ │ └── My Integrations
│ ├── Area Contents
├── Billing
├── Notifications
├── Settings
│ ├── Sidebar
│ │ ├── Account Settings
│ │ ├── Agents
│ │ ├── Teams
│ │ ├── Tickets
│ │ ├── Tags
│ │ ├── Custom Attributes
│ │ ├── Automation
│ │ ├── Bots
│ │ ├── Macros
│ │ └── Predefined Responses
└── Profile Settings

→ Architecture

Architecture
Planes disponibles
├── Free (€0/mes) 
├── Essentials (€/mes - €/año)
├── Growth (€/mes - €/año)
└── Enterprise (€/mes - €/año)

→ Free Plan

Enabled features
├── Website Chat
├── AI-powered Multilingual Support
├── Quick Replies
├── Internal and Private Notes
├── Mentions (@)
├── Keyboard Shortcuts
├── Command Bar
├── Auto-Assignment
├── Canned Responses
├── Custom Attributes
├── Pre-Chat Form
├── Slack Integration
├── Basic Reports
├── Live View
└── 50 AI Conversations/Month

Plan limits

  • Agents: 2 maximum
  • AI conversations: 50/month
  • Scraped URLs: 5
  • Monthly conversations: 500
  • Channels: Web chat only
  • API keys: 1

→ Essentials Plan

Enabled features
├── All FREE features
├── Additional channels:
│ ├── Email
│ ├── Facebook
│ ├── Instagram
│ └── WhatsApp
├── 150 AI conversations/month
├── Smart scraping (10 URLs)
├── Automated tasks
├── Help center
├── Labels
├── Custom views
├── Contact segments
├── Contact notes
├── Advanced reports:
│ ├── Conversations
│ ├── Agents
│ ├── Inboxes
│ ├── Teams
│ └── CSAT
├── Unlimited Conversations
├── AI Conversation Summaries
└── Priority Email Support

Plan limits

  • Agents: Unlimited
  • AI Conversations: 150/month
  • Scraped URLs: 10
  • Monthly Conversations: Unlimited
  • Channels: 5 (web, email, FB, IG, WA)
  • API Keys: 20

→ Growth Plan

Enabled features
├── All Essential Features
├── Additional Channels:
│ ├── SMS
│ ├── Telegram
│ ├── Line
│ └── API
├── 300 AI conversations/month
├── Smart scraping (20 URLs)
├── Training content upload
├── Product recommendations
├── Downloadable reports
├── Custom branding
├── Webhooks
├── Advanced integrations
├── Rules Automation
├── Campaigns
├── Team Management
├── Business Hours
├── Autoresponder
├── Ecommerce Integrations:
│ ├── WooCommerce
│ ├── PrestaShop
│ ├── Magento
│ ├── Shopify
│ └── Drupal Commerce
└── Custom Filters

Plan limits

  • Agents: Unlimited
  • AI Conversations: 300/month
  • Scraped URLs: 20
  • Monthly Conversations: Unlimited
  • Channels: 8 (all available)
  • API Keys: 20

→ Enterprise Plan

Enabled features
├── All GROWTH Features
├── Unlimited AI Conversations
├── Unlimited Smart Scraping
├── Custom AI Agent Name
├── Real-Time Training
├── LiaConnect API (external)
├── Custom Domain Access
├── SSO Authentication
├── Audit Logs
├── Unlimited Data Retention
├── Dedicated Account Manager
├── Voice and Video Support
├── Branding Removal
├── Priority Support
├── Agents
├── DialogFlow Integration
└── Unlimited limits on everything

This plan structure allows companies to gradually scale their customer service capabilities, from basic functionality to a full enterprise AI platform.