One conversation. Every channel.
Conversational Connect is HOVA's omnichannel orchestration layer — it ties together every messaging channel, AI automation, and agent inbox into a single, context-aware conversation thread. One customer. One history. Zero repetition.
Everything you need.
Omnichannel thread stitching
A customer who starts on WhatsApp, continues on SMS, and calls in — is recognised as the same person with full context, automatically.
Seamless channel escalation
Escalate from bot to agent, from SMS to WhatsApp, or from chat to voice — the customer picks up mid-sentence with no repetition.
Intent-based routing
AI classifies intent on every incoming message and routes to the optimal channel and agent for that query type — in real time.
Unified customer profile
Every channel interaction builds a single customer timeline — with message history, sentiment scores, and channel preferences.
No-code flow builder
Build cross-channel conversation flows visually. Drag-and-drop conditions, triggers, channel switches, and AI steps — no code required.
CRM & helpdesk connectors
Native integrations with Salesforce, HubSpot, Zendesk, and Freshdesk — sync conversation data in both directions automatically.
Session continuity
Conversations survive channel switches, agent handoffs, and even 24-hour gaps — the context window stays open until resolution.
Journey analytics
Visualise the full customer journey across channels — where conversations start, where they escalate, and where they convert.
Live in minutes.
Simple REST API with SDKs for Node.js, Python, PHP, Go, and Java. Production-ready in minutes.
import { Hova } from '@hova/sdk';
const hova = new Hova({ apiKey: process.env.HOVA_API_KEY });
// Define a cross-channel support flow
const flow = await hova.conversationalConnect.createFlow({
name: 'Order Support Flow',
trigger: { type: 'inbound', channels: ['whatsapp', 'sms', 'instagram'] },
steps: [
{
id: 'classify',
type: 'ai.classify',
labels: ['order_status', 'return', 'payment', 'other'],
},
{
id: 'route',
type: 'router',
on: '{{classify.label}}',
routes: {
order_status: { action: 'bot.orderStatus' },
return: { action: 'agent.assign', queue: 'returns' },
payment: { action: 'agent.assign', queue: 'billing' },
other: { action: 'bot.faq' },
},
},
],
});Built for every industry.
End-to-end customer journeys
Map the full lifecycle from marketing message to purchase to support — across WhatsApp, SMS, voice, and social.
Bank customer service
Customers start on WhatsApp, escalate to voice for KYC, complete transactions by SMS — all one thread.
Healthcare triage
AI triage via WhatsApp, appointment booking via SMS, and call with clinician — seamless patient journey.
Telecoms self-service
Handle plan upgrades, bill disputes, and SIM swaps across channels with full context — reducing call centre load.
Logistics tracking
Order SMS, WhatsApp update, voice notification for critical events — all linked to one delivery thread.
Insurance claims
First notice of loss via WhatsApp, document upload via MMS, claim status via SMS — unified claims journey.
Unify every customer conversation
One context window. Eight channels. Zero repetition.