Tiledesk
By Tiledesk S.r.l
Account Creation: Users start by signing up for a free account on Tiledesk’s website or platform, providing basic details, and verifying their email.
Platform Setup: Install Tiledesk using pre-built deployment options such as Docker Compose, Kubernetes, or Scoutflo for self-hosting. Alternatively, users can opt for a cloud-hosted version for quicker setup.
Configuration: Customize settings such as chatbot workflows, knowledge bases, and integrations with communication channels like WhatsApp, Facebook Messenger, or websites.
Chatbot Design: Use the no-code Visual AI Builder to create conversational workflows by assembling modular blocks and defining attributes for input/output tasks.
Integration: Connect Tiledesk with CRM tools, APIs, or third-party platforms like Shopify and WordPress to enhance functionality and streamline operations.
Testing: Test the chatbot workflows and live chat features in real-world scenarios to ensure accuracy and efficiency in handling customer inquiries.
Deployment: Deploy the solution across desired channels and platforms, enabling real-time customer support and automation capabilities.
Tiledesk can be extensively customized to fit specific business needs, leveraging its open-source framework and modular design. Here are detailed data points showcasing its customization capabilities:
Open-Source Flexibility: Tiledesk’s open-core architecture allows businesses to modify the software, ensuring it aligns with unique requirements. Companies can self-host the platform for full control over data and privacy, avoiding vendor lock-in.
Customizable Chat Widgets: Businesses can tailor chat widgets to match their branding by modifying colors, logos, welcome messages, team introductions, and widget alignment. Advanced options include unbranding widgets and customizing launcher buttons for premium users.
Drag-and-Drop Design Studio: The no-code Visual AI Builder lets users create custom conversation flows by assembling modular blocks. This tool supports unlimited scenarios, enabling businesses to design workflows specific to their operations without coding expertise.
Custom Knowledge Bases: Tiledesk enables businesses to populate knowledge bases with FAQs or structured data for domain-specific queries. Bots trained on these knowledge bases can provide tailored responses using generative AI integration.
Multichannel Support: Tiledesk adapts conversation flows for various channels like WhatsApp, Facebook Messenger, Telegram, and websites. This ensures consistent customer engagement across platforms.
API Integration: Businesses can fetch external data in real time through API integrations, enabling bots to respond dynamically to customer inquiries or automate workflows.
Custom Branding Options: Companies can fully white-label the platform by removing Tiledesk branding and customizing interface elements like headers and footers in the Help Center.
Advanced Workflow Automation: Businesses can automate repetitive tasks such as tagging inbound requests or prioritizing conversations based on user behavior. This reduces manual effort and improves efficiency.
Custom Departments: Organizations can create specialized departments within Tiledesk for efficient routing of conversations based on user needs.
Tiledesk offers training and support resources to assist new users in effectively utilizing their platform:
Training Resources:
Knowledge Base: Tiledesk provides an extensive knowledge base containing articles and guides to help users understand and navigate the platform's features.
Developer Hub: For users interested in advanced customization, the Developer Hub offers tutorials and documentation on integrating external chatbots and other technical aspects.
Video Tutorials: Tiledesk's YouTube channel features instructional videos, including tutorials on building self-training chatbots and leveraging website content for chatbot training.
Support Services:
Support Packages: Tiledesk offers optional support packages for Enterprise and PRO license holders. These packages provide access to support engineering staff through a ticketing system and must be purchased separately.
Tiledesk implements a set of security measures to protect user data and ensure secure interactions. Key aspects include:
Credential Storage: Passwords are stored using one-way hash encryption, adhering to secure credential storage best practices.
Audit Logging: The platform maintains audit logs that capture security events, such as user logins and configuration changes, enhancing traceability and accountability.
Regular Updates: Tiledesk rolls out regular updates to all customers, ensuring access to the latest application and security enhancements.
Access Control: Users can manage workspace access controls to govern sharing privileges, ensuring that only authorized personnel have access to sensitive information.
Data Security: The platform employs geographically distributed and encrypted offsite backups, along with fully managed multi-AZ (Availability Zone) database instances featuring point-in-time restore capabilities.
Network Security: Tiledesk utilizes a CDN-based Web Application Firewall (WAF) and Distributed Denial of Service (DDoS) mitigation technologies. All traffic between users and Tiledesk is secured using industry-standard TLS v1.2+ encryption, and internal cloud traffic is encrypted with mutual TLS (mTLS) using short-lived per-application certificates.
Organizational Security: The company conducts employee background and reference checks by local laws and maintains audit logging of all cloud resources to monitor and secure the infrastructure.
Application Security: Code assessments are performed through both automated and manual review processes governed by documented policies. For enterprise users, Tiledesk supports Single Sign-On (SSO) integration to streamline and secure user authentication.
Tiledesk maintains clear policies regarding data ownership and portability to ensure compliance with data protection regulations and to uphold user rights.
Data Ownership: In the context of Tiledesk's services, the roles of Data Controller and Data Processor are defined as follows:
Data Controller: The user (e.g., a business utilizing Tiledesk) acts as the Data Controller of the personal data associated with their clients.
Data Processor: Tiledesk processes this personal data on behalf of the user, thereby acting as the Data Processor.Tiledesk Knowledge Base
This delineation ensures that users retain ownership of their data, while Tiledesk facilitates the processing necessary to provide its services.
Data Portability: Tiledesk acknowledges and supports users' rights to data portability, as outlined in its Privacy Policy. This right allows users to request the transfer of their personal data in a structured, commonly used, and machine-readable format. Such provisions enable users to move, copy, or transmit personal data from one IT environment to another without hindrance, facilitating interoperability between different service providers.
Tiledesk terms and conditions for contract renewal and cancellation are outlined as follows:
Contract Renewal:
Automatic Renewal: Unless terminated as specified, your subscription to Tiledesk's services will automatically renew for a term equivalent in length to the expiring subscription term. The subscription charges for any subsequent term will be Tiledesk's standard rates for the service plan and associated services at the time the new term commences.
Contract Cancellation and Termination:
Termination by Either Party: Both you and Tiledesk have the right to terminate the account and subscription by providing notice at least thirty (30) days before the end of the current subscription term. If not terminated within this period, the subscription will renew automatically as described above.
Refunds: Tiledesk does not offer refunds or credits for subscription charges or other fees if you choose to terminate your subscription or cancel your account before the end of the current subscription term.
Payment Obligations Upon Early Termination: If you terminate your subscription before the end of the current term, or if Tiledesk terminates it due to your breach of the agreement, you are required to pay any unpaid subscription charges for the remainder of the term. This obligation does not apply if you terminate the subscription because of a material breach by Tiledesk, provided you have given at least thirty (30) days' notice and allowed Tiledesk the opportunity to remedy the breach.
Termination for Cause: Either party may terminate the agreement for cause if the other party materially breaches the agreement and does not cure the breach within thirty (30) days of receiving notice. Additionally, termination can occur if the other party becomes insolvent, makes a general assignment for the benefit of creditors, or becomes subject to bankruptcy or similar proceedings.
Tiledesk is committed to adhering to recognized compliance standards to ensure the security and privacy of user data. Key compliance measures include:
General Data Protection Regulation (GDPR):
GDPR Compliance: Tiledesk ensures that personal data is handled by the GDPR, implementing appropriate technical and organizational measures to protect data subjects' rights.
Payment Card Industry Data Security Standard (PCI-DSS):
