Cart rescue
Abandoned carts come back on WhatsApp and SMS.
Hello,sold.
EngageX is one AI desk on Amazon Connect. It answers every call, chat, text, WhatsApp and email, and closes the order while your office is dark.
Book a 30-minute walkthroughAnswering for
- TARPS NOW
- Henné Organics
- Prorollers
One desk for every line
Quotes in the chat
Priced from live ERP data, sent mid-conversation.
Autonomous AI agent
Resolves 40 to 60% of routine questions on every channel, 24/7.
One thread
A call can move to chat and end on WhatsApp with the history intact.
Reps with a copilot
Next best action, order edits, CRM updates.
Specialists on demand
Claims, specs and big accounts route straight to them.
Live stock
Checked against ERP and WMS before anyone commits.
Live cockpit
Resolution speed, AI deflection, CSAT, agent QA and revenue.
9:42 PM, office closed
First, a customer calls after hours.
Voice · 9:42 PM“Do you have 40 of the heavy-duty covers for a Friday delivery?”
AI agentL1 · Voice
Checked NetSuite: 412 in stock, Friday delivery is open.
40 × $79.50 = $3,180.00. Shall I email the quote?
Then a rep is paged, with the whole call attached.
Buying intent · high40 units, quote $3,180.00, wants Friday.
Paged: on-call sales repL2 · 9:44 PM
- Quote emailed at 9:44 PM
- Stock held: 40 of 412
- Next: confirm by SMS
Next, the quote goes by email and the yes comes back by SMS.
SMS · 9:51 PM“YES, go ahead. Same address.”
Order SO-10482Saved to Salesforce and NetSuite
| Heavy-duty cover | 40 | $79.50 | $3,180.00 |
Finally, delivery updates and the next reorder go out on WhatsApp.
One thread, four channelsVoice · Email · SMS · WhatsApp
- Thu 7:10 AMYour 40 covers are out for delivery and arrive by noon.
- Thu 11:48 AMDelivered. Reply 1 if anything is wrong.
- Day 30Time to restock? Reply REORDER to repeat order SO-10482.
Try the
EngageX deskWhatsApp
- Intent
- Stock check
- Handled by
- L1 AI agent
- Systems checked
- ERP and WMS live inventory
- Revenue stage
- Convert
Yes, it’s in stock and can ship today. Want me to start the order?
Fourteen ways revenue leaks
Before the sale
| Leak | What happens | With EngageX |
|---|---|---|
| Missed calls | Calls ring out at peak and after hours, so ready buyers call a competitor. | An AI agent answers every channel 24/7 and takes the order. |
| Slow replies | A web chat waits hours while the buyer moves on in minutes. | Instant answers on specs, stock and delivery times. |
| Siloed teams | Service hears buying signals that never reach sales in time. | Intent scoring pages the right rep with the full conversation. |
| Quote bottlenecks | Buyers wait days for a price while teams dig through the ERP. | Quotes created inside the conversation, priced from live data. |
During the sale
| Leak | What happens | With EngageX |
|---|---|---|
| Abandoned carts | Shoppers ask one question, get no answer and leave a full cart. | Cart rescue messages on WhatsApp and SMS bring them back. |
| Stock surprises | Agents promise items that turn out to be backordered. | Live inventory checks against ERP and WMS before anyone commits. |
| Say it again | Customers explain their issue again at every transfer. | Warm transfers carry the full history to every person. |
After the sale
| Leak | What happens | With EngageX |
|---|---|---|
| No follow-up | Nobody checks in after delivery, so reorders drift away. | Automated check-ins and predictive reorder reminders. |
| Where is my order? | Tracking questions flood the queue and crowd out real calls. | Live delivery tracking answered on any channel, instantly. |
| One-time buyers | Every conversation ends at the answer, with no next purchase. | Cross-sells based on what each customer already buys. |
Behind the scenes
| Leak | What happens | With EngageX |
|---|---|---|
| Scattered screens | Agents juggle CRM, ERP and five inboxes to answer one question. | One desk with every order and every channel in view. |
| Flying blind | Leaders cannot see which conversations make money. | A live cockpit with influenced revenue, CSAT and speed. |
| Hiring to keep up | Every busy season means more headcount to hold the line. | AI resolves 40 to 60% of routine queries without added staff. |
| Answers in a few heads | Product knowledge leaves when a handful of veterans do. | A knowledge base that learns from every conversation. |
Built for repeat orders
Industries
- Retail and ecommerce
- Order status on any channel, cart rescue, easy returns and cross-sells that lift basket size.
- Manufacturing
- Instant answers on technical specs, dealer quotes, warranty questions and spare-parts orders.
- Supply chain and logistics
- Live shipment tracking, delivery windows and fast escalation for claims and disputes.
- Food and beverage
- Reorders from shoppers and stores alike, stock checks and delivery confirmations on WhatsApp.
Synced live with
- CRM
- Salesforce, HubSpot and Dynamics, with every customer and conversation in one record.
- ERP and WMS
- SAP and NetSuite for live stock, pricing, orders and shipment status.
- Knowledge base
- A vector RAG store on Amazon Bedrock that keeps refining from CRM data and real conversations.
- Your data
- PostgreSQL, SQL Server and Aurora databases, mounted securely.
Plans that grow with you
$699a month
Voice, web chat, SMS and email on one desk.
850 voice calls, 7,000 web chats, 3,000 SMS and 1,000 emails each month.
Start with Spark$949a month
Adds WhatsApp Business and outbound alerts.
1,000 voice calls, 8,500 web chats, 1,200 WhatsApp messages, 3,500 SMS and 1,200 emails each month.
Start with Surge$1,299a month
The most complete plan: CRM data ingestion and a knowledge base that keeps refining.
1,200 voice calls, 10,500 web chats, 1,800 WhatsApp messages, 4,000 SMS and 1,500 emails each month.
Start with SummitCustomquote
The full platform deployed in your own AWS account, with your databases and ERP connected.
You pay AWS rates for what you use, with no per-conversation markup, and your data stays in your account.
Talk to us about Own ItGrowing fast? Move from any plan to Own It once you pass 1,300 calls or 20,000 digital messages a month.
Questions leaders ask
Do we have to replace our CRM or ERP?
No. EngageX connects to Salesforce, HubSpot, Dynamics, SAP and NetSuite and keeps them in sync. Orders and quotes are saved where they already belong.
What happens when the AI cannot answer?
It hands over to a person with the full conversation, so the customer never starts again. Claims, technical specs, big accounts and VIP customers route straight to specialists.
Is EngageX a different product from Amazon Connect?
EngageX is how FactualMinds packages Amazon Connect, Amazon Bedrock and your systems of record into one desk. On Own It, it runs in your own AWS account.
Which plans include WhatsApp?
Surge and Summit include the WhatsApp Business API, and Own It can include every channel.
Can we move to our own AWS account later?
Yes. Start on a subscription and move to Own It whenever your volume or your policies call for it. You keep the flows, the knowledge base and the history.
Do you still take on custom Amazon Connect projects?
Yes. Migrations, Cases, Contact Lens and compliance work on existing Connect instances run as consulting projects. See Amazon Connect consulting.
Book a walkthrough
Give us 30 minutes and we’ll show you where revenue slips on your own channels.
EngageX by FactualMinds, built on Amazon Connect and Amazon Bedrock. Night photograph: “New York at night” by Don Ramey Logan, CC BY 4.0, via Wikimedia Commons, cropped and darkened. Warehouse aisle by Shixart1985, CC BY 2.0, via Wikimedia Commons. “City at night” clip by YouTube user Editor, CC BY 3.0, via Wikimedia Commons.
