YundaDeskMeet YundaDesk
Understand the core roles in YundaDesk and how they work together.
Updated 2026-08-28
YundaDesk is an omnichannel AI customer service platform for cross-border brands and support teams. It brings conversations from connected channels into one Inbox, where AI and people can work on the same conversation.
Four core roles#
| Role | Serves | Main purpose |
|---|---|---|
| AI customer service | Your customers | Answers with knowledge, skills, and customer context, then hands off when needed |
| Yuna | You and your team | Answers business questions, helps with setup, organizes learning, and surfaces tasks |
| Inbox | Your support team | Handles conversations, customer context, AI takeover, and team collaboration |
| Knowledge base | AI customer service | Stores trusted product, policy, service, and FAQ content |
A workspace can have multiple customer-facing Agents for responsibilities such as pre-sales or after-sales support. Each Agent has one Role and its own knowledge, capabilities, response behavior, and channels. A channel is handled by no more than one Agent at a time. External Agents can reply, but they do not participate in YundaDesk managed learning.
How a customer question flows#
- A customer sends a message through a connected channel.
- If the channel is bound to an enabled Agent, that Agent answers using its knowledge, capabilities, and customer context.
- Your team can inspect the answer sources and handling details in the Inbox.
- The conversation moves to a person when the AI lacks a reliable answer, the customer asks for a person, or a handoff rule applies.
- Strong agent answers and explicit AI corrections can become learning suggestions. They affect the AI only after review and adoption.
What to do first#
Start by connecting a channel, creating and configuring an Agent, adding knowledge, and using Test conversation on the AI Agents page. Bind more channels and use proactive outreach only after core answers are reliable.