Frequently Asked Questions

Evona is a comprehensive omnichannel messaging and customer service automation platform. It centralizes conversations from WhatsApp, Facebook Messenger, Instagram, LINE, and other channels into a single unified inbox. Our AI-powered automation handles routine inquiries, collects appointments, and provides instant responses, allowing your team to focus on complex issues and strategic tasks.

The platform also includes enterprise-grade AI Chat functionality, serving as a secure alternative to AI Agent, enabling organizations to manage AI usage across teams with centralized knowledge, governance, and performance tracking.

Most businesses can get started with Evona in under 30 minutes. Our setup wizard guides you through:

• Connecting your first messaging channel (typically 5-10 minutes)
• Setting up basic AI automation rules (10-15 minutes)
• Inviting team members and assigning roles (5 minutes)

For enterprise customers, we offer white-glove onboarding with dedicated support to ensure smooth migration and optimal configuration.

No technical knowledge is required. Evona is designed with a user-friendly interface that anyone on your team can use. Key features include:

• Drag-and-drop campaign builder for marketing automation
• Pre-built templates for common workflows
• Visual automation rules without coding
• Intuitive inbox similar to popular email clients

For advanced customizations, our API and webhook support allows developers to build custom integrations if needed.

Yes, we support migration from most major platforms including Zendesk, Intercom, Freshdesk, and others. Our migration process includes:

• Historical conversation data import
• Customer contact and tag migration
• Team member and permission setup
• Workflow and automation recreation

Enterprise customers receive dedicated migration support with minimal downtime. We typically complete migrations within 1-2 weeks depending on data volume.

We provide comprehensive training and support resources:

Enterprise customers also receive a dedicated Customer Success Manager and priority support.

Evona's AI automation uses advanced natural language processing (NLP) and machine learning to understand customer inquiries and provide intelligent responses. Here's how it works:

You maintain full control with customizable automation rules, confidence thresholds, and the ability to review AI responses before they're sent.

Absolutely! Evona provides extensive customization options for automated responses and workflows:

• Response Templates:

  Create unlimited custom response templates with variables, rich media, and conditional logic.

• Workflow Builder:

  Design complex workflows with triggers, conditions, actions, and delays using our visual drag-and-drop interface.

• Keyword Triggers:

  Set up specific keywords or phrases that trigger automated responses or actions.

• Business Hours Rules:

  Different automation behaviors for business hours vs. after-hours.

• Channel-Specific Rules:

  Customize automation differently for WhatsApp, Instagram, Messenger, etc.

Our template library also provides pre-built workflows for common use cases that you can customize to fit your needs.

Evona provides comprehensive analytics and reporting across multiple dimensions:

All reports can be exported to CSV/PDF, scheduled for automatic delivery, and customized with your specific KPIs. Enterprise plans include custom dashboard builder and API access for advanced analytics integration.

The unified inbox intelligently consolidates all customer conversations from different channels into a single interface:

• Automatic Contact Matching:

  System automatically identifies when the same customer contacts you across different channels and merges their conversation history.

• Channel Indicators:

  Clear visual indicators show which platform each message came from (WhatsApp, Instagram, Messenger, etc.).

• Unified Customer Profile:

  View complete customer history, tags, notes, and data from all channels in one place.

• Smart Routing:

  Conversations are automatically routed to the right team member based on channel, language, topic, or custom rules.

• Priority Queue:

  Urgent messages and VIP customers are automatically prioritized regardless of channel.

You can also filter and sort conversations by channel, status, assigned agent, tags, and more to manage your workload efficiently.

Evona provides powerful broadcast and marketing automation tools to engage customers at scale:

All campaigns include real-time performance tracking, ROI measurement, and compliance management for WhatsApp Business API and other regulated channels.

Evona integrates with 100+ popular business tools across multiple categories:

Can't find the integration you need? We offer custom integration development for enterprise customers and have a robust REST API for building your own connections.

Yes, Evona provides a comprehensive RESTful API with extensive documentation. Our API allows you to:

• Send and receive messages programmatically
• Manage contacts, tags, and segments
• Create and trigger automation workflows
• Access analytics and reporting data
• Manage team members and permissions

API access is available on all paid plans. Enterprise customers receive higher rate limits and dedicated API support.