Your channels work together.
Handle conversations across channels with customer history in view.
THE PALMATE PLATFORMEvery channel.
Every channel.
Every system.
One platform.
Bring channels, company knowledge, business rules and teams into one customer service workflow.
Z
Zeynep K.Matched customer · #1042
Example journey01 · Product selectionProduct information shared
Size M is in stock. I’ve shared the link for the beige shirt in size M.
The story so far
- Product selection recorded
02 · Order trackingOrder status retrieved
Your order #48210 is being prepared. It includes the beige shirt in size M that you chose.
The story so far
- Instagram · Product selection recorded
- WhatsApp · Order matched to customer
03 · Return requestRequest added to customer history
I’ve created a return request for the shirt in order #48210 and shared the sizing issue with the relevant team. We’ll let you know the review outcome.
The story so far
- Instagram · Product selection recorded
- WhatsApp · Order matched to customer
- Email · Return reason added to request
Answers know your business.
Make your documents, product details and service information available to your assistant.
Your team stays involved.
Hand relevant topics to live support with the conversation context.
CHANNELS & INTEGRATIONSYour customers’ channels.
Your customers’ channels.
Your company’s systems.
Wherever a request comes from, answer it with the right information. Complete the required action in your workflow.
An Instagram question. Live order status from Shopify.
Order status delivered to the customer.
InstagramWhat the customer sees
ZeynepPalmateYour order #48210 is being prepared. The beige linen shirt is listed in your order.
Palmate
ShopifyCustomer & order record
- Customer
- Zeynep
- Order
- #48210
- Product
- Beige linen shirt
- Status
- Preparing
A WhatsApp question. Live stock information from Nebim.
Stock confirmed. Product shared with the customer.
WhatsAppWhat the customer sees
ZeynepPalmateYes, the beige linen shirt is in stock in size M. I’ve shared the link to your chosen product.
PRODUCTLinen shirt · Beige · M
Palmate
NebimProduct & stock record
- Product
- Linen shirt
- Variant
- Beige · M
- Stock status
- In stock
- Source
- Product catalog
A guest message becomes a request your operations team can track.
Request logged. Next step: operations approval.
WhatsAppWhat the customer sees
DenizPalmateI’ve created your transfer request and sent the flight and passenger details to our transport team. They’ll confirm the vehicle and price.
PalmateGive your specialists the context to pick up the conversation.
Service request sent to the right team.
Web chatWhat the customer sees
EcePalmateI’ve created your callback request. The relevant team will have your shipment details and this conversation together.
PalmateWhich connection does which job?
Channels carry messages. Knowledge sources inform answers. Business applications run queries and actions.
Channel connection Messages and reviewsKnowledge connection Document, product and record queriesAction connection Business workflows defined by available access
Together, we clarify what each ready-made connection supports and which steps need custom API development for your chosen system.
Keep the conversation where your customer started it.
Web chat, messages, email and voice requests. Keep customer history connected as the conversation moves across channels.
From a post to a conversation. From a conversation to action.
Bring social media messages and comments into your customer communication.
Put your store’s information behind every answer.
E-commerce connections that bring product, variant, stock and order information into the conversation.
Work with the systems your team already uses.
CRM, ERP, knowledge sources and work management apps. Connect the data behind each answer and the actions it needs in one workflow.
Product questions and reviews belong in the same workflow.
Handle customer interactions together, from marketplace product questions to store and app reviews.
A WORKFLOW FOR YOUR COMPANYBeyond a connection.
Beyond a connection.
Actions that get the job done.
Let’s define the connection scope around the data, actions and access you need, including booking and operations systems.
Let’s discuss your integration needs- Get the information
- Query the customer, stock, order or booking record.
- Run the action
- Send a document, create a request or update a status.
- Keep the history
- Link the action to the conversation and hand it to your team when needed.
Return requestEXAMPLE WORKFLOWOUTCOME · REQUEST RECORDSend the return request for review.
Add the order, product and return reason to the request. Leave approval with the relevant team.
OUTCOME · COMPLETE THE INFORMATIONAsk the customer for the missing details.
If the order or return reason is missing, collect it in the conversation, then create the request.
DEVELOPMENT, MANAGEMENT & SECURITYBuild your workflow.
Build your workflow.
Develop your assistant.
Define business rules with low-code. Develop them with the built-in coding agent. Manage everything in Palmate or from your own tools.
- Low-code Engine
Combine information collection, system queries, actions and agent handover in one workflow.
- Built-in Coding Agent
Let your own team help develop the assistant. Work with the agent on the business need, knowledge sources and expected behavior.
- CLI & MCP
Manage your chatbot from the command line or your MCP-compatible tools.
DEVELOP YOUR ASSISTANT WITH YOUR OWN TEAM
From a business need to a working flow.
Low-code, the built-in coding agent and CLI/MCP are parts of the same development process.
Palmate Coding AgentExample scenarioTHE CHANGE YOU WORK ON TOGETHER
+
A step to collect the required informationGet flight details and passenger count. Link the service request to the stay record.
Define the workflow with low-code.
Build information collection, system queries and team handover together.
Develop it with the coding agent.
Work through the need and expected behavior with the agent inside Palmate. Customer teams can take part in development too.
Manage it from your own tools.
Access chatbot management through the CLI in your terminal or MCP in compatible development tools.
STAY IN CONTROLFrom access to development,
From access to development,
security at every layer.
Who can access it?
IP allowlists and blocklists control connection access. Authentication and authorization are part of development testing.
How are requests protected?
AWS WAF rules and application-level rate limiting help control traffic.
How are changes assessed?
Security scans, tenant isolation tests and production monitoring are considered together throughout development.
Cloud architecture & security
Multiple security layers on AWS.
- 01InternetIncoming traffic
- 02Route 53DNS management
- 03AWS WAFManaged rules
- 04Load balancerTraffic routing
- 05Application serversAuto scaling
Managed WAF rules provide a layer of protection against malicious IPs, known attack patterns, SQL injection, malicious input and bot traffic.
Secure software development
Security checks throughout the development lifecycle.
- 01
Development
Threat modeling and security requirements. Review LLM threats, abuse scenarios and tenant isolation.
- 02
Commit & build
Secret detection, static analysis, dependency and SBOM scans, plus container and infrastructure-as-code checks.
- 03
Security testing
Authentication, authorization, input validation, SSRF, business logic and tenant isolation scenarios.
- 04
Staging
DAST on the running application, API security testing, integration tests and security regression tests.
- 05
Security gateTarget state
Critical and high-severity findings block releases. Time-limited, approved exceptions, auditable evidence and remediation SLAs.
- 06
Production
Centralized logging and alerts, runtime monitoring, WAF/API protection, incident response, rollback and recovery.
Referenced frameworks OWASP Top 10:2021 · ASVS 5.0.0 · SAMM · DSOMM · LLMSVS
LET’S GET STARTEDChoose the first request.
Choose the first request.
Track the outcome together.
Our team works with you from defining the scope to building and evaluating the first workflow.
- 01
Choose the scope.
Your most common request, first channel and relevant knowledge source.
A first use case defined together - 02
Build the workflow.
Response language, system actions and team handover rules.
A way of working that fits your company - 03
Try it together.
Test missing information and exceptions as well as correct answers.
Reviewed example conversations - 04
Track the result.
Expand by evaluating answer quality and completed tasks.
The next improvement
SEE IT IN YOUR BUSINESS
Evaluate the platform with your own workflow.
Let’s explore integrations, low-code and the coding agent through your own customer service scenario.
- Your scenarioThe first channel, customer need and intended outcome.
- A clear starting scopeConnections, business rules and success criteria.