Haptik

The vendor's documentation covers individually named integrations including Shopify, Magento, WooCommerce and Fynd for commerce, Stripe, PayPal, PayU, Razorpay and SETU for payments, Zendesk, Zendesk Guide, Freshdesk and Salesforce for service and knowledge, HubSpot, LeadSquared and Microsoft Dynamics 365 for CRM, Twilio, Exotel and Helo VivaConnect for communications, CleverTap for engagement and CIBIL for credit data, with the vendor citing more than a hundred integrations overall.

Documented agent actions include ticket creation, inventory checks, issuing payment links and appointment scheduling. Code Step Integration and Static Step Integration allow custom logic within agent flows.

Sourcedocs.haptik.ai integration documentation, haptik.ai AI agent platform announcement and home pageread 2026-08-31

The vendor documents a flow surface the bot builder configures: steps on a graph joined by Connections that represent the path a conversation takes, with each connection mapped to the user inputs, entity presence or entity values that route to the next step, alongside Static, Code and Output step types, Code Step and Static Step integrations for custom logic, and rules for supported and unsupported transitions. Agentic bots plan and execute tasks by calling APIs and databases, taking actions such as ticket creation, inventory checks, payment links and appointment scheduling.

Sourcedocs.haptik.ai connections, debug-logs and agentic-bot pagesread 2026-09-29

The vendor documents grounding agents on an enterprise knowledge base spanning PDFs, DOCX, PPTX, CSVs and the customer's website, combining multiple retrieval-augmented generation systems to improve accuracy, with a product catalog as a structured source for recommendations, and states answers remain based solely on provided information.

Knowledge Base Integration is separately documented as connecting agents to third-party knowledge management systems, with individually documented integrations for Zendesk Guide, Freshdesk KMS, Salesforce KMS and USU Unymira. No per-answer citation or source attribution is documented.

Sourcehaptik.ai home page, docs.haptik.ai knowledge base integration documentation, haptik.ai AI agent platform announcementread 2026-08-31

The vendor documents agents collaborating with human counterparts for high-touch scenarios through flexible live chat solutions, with centralized agent support so no interaction is missed and agents able to jump in to resolve queries, supported by a documented Agent Inbox, Live Traffic section and Teams section.

Guardrails are named as keeping agents on track and grounded, and Insights Agent tracks standard operating procedure compliance. Agents are stated to answer solely based on provided information. No approval step, checkpoint, pause-for-confirmation before an action, or pending-action queue is documented, and no mechanism is described for what the guardrails enforce.

Sourcehaptik.ai AI agent platform announcement and home page, docs.haptik.ai agent inbox and live traffic documentationread 2026-08-31

The vendor operates a published trust center and states compliance with ISO 27001 and ISO 27701, GDPR, CCPA, CPRA, HIPAA, FIPS 140-2, NIST SP 800-53 and CyberGRX, with independent penetration testing performed by a CREST-certified third party and independent security audits by BDO India. Data security and privacy policy, GDPR readiness and CCPA readiness are stated across product pages. Named enterprise customers span regulated sectors including banking, insurance and healthcare. Single sign-on, role-based access control and retention configuration are not documented.

Sourcetrust.haptik.ai, haptik.ai home and ai-agent-assist pages, haptik.ai AI agent platform announcementread 2026-08-31

Agent Analytics is documented as integrated with an Insights Agent, allowing customers to track key performance indicators using custom dashboards, measure customer sentiment from the start to the end of a conversation, and ensure agents' compliance with standard operating procedures. The documentation site confirms Analytics, Live Traffic, Archives and MyChats sections within the platform. No execution trace, integration call record, run history across agents, or reconstruction of an agent's decision path is documented.

Sourcehaptik.ai AI agent platform announcement, docs.haptik.ai analytics and live traffic documentationread 2026-08-31

The vendor states agents retain context for personalized experiences and resolve queries with multi-turn context, which is within-conversation state, and the documentation confirms an Archives section preserving conversation records.

The vendor's comparative argument describes large language models as responding to prompts rather than actively executing tasks or learning from interactions, implying but not documenting that its own agents learn from interactions. No cross-session memory, persistent user profile, session identity or capability that accumulates across conversations is documented. The enterprise knowledge base persists and is graded on knowledge grounding.

Sourcehaptik.ai AI agent platform announcement and home page, docs.haptik.ai archives and agent documentationread 2026-08-31

Third party pricing material states that Haptik's negotiated Enterprise tier includes multi-region data residency, alongside custom retrieval on enterprise knowledge bases and BDO India independent security audits.

No self-hosting, on-premises installation, virtual private cloud option, customer-managed key or documented region-selection capability appears on the vendor's own product pages, documentation site or trust center summary.

The vendor is a Reliance Jio subsidiary operating principally in India under sector rules that commonly require local data residency, but no first-party statement of data center location or region choice has been found.

Sourcetrust.haptik.ai, haptik.ai product pages, docs.haptik.ai, third-party enterprise pricing analysisread 2026-08-31

The vendor documents three prebuilt agent types covering the main customer journeys: an AI Support Agent resolving queries across complexity with multi-turn context, an AI Sales Agent guiding purchases with catalog-aware recommendations, and an AI Booking Agent handling reservations and scheduling, alongside a no-code and low-code AI Agent Builder for creating others.

AI Agent Assist is documented as a prebuilt capability for named live-agent platforms including Zendesk, Freshdesk and Salesforce. No browsable template library or catalog of cloneable agents is documented, and the product is sold sales-led at enterprise tier.

Sourcehaptik.ai AI agent platform announcement, haptik.ai home and ai-agent-assist pages, docs.haptik.airead 2026-08-31

The vendor documents Proactive Messaging that starts conversations without a user message: campaigns sent to a selected audience immediately or at a scheduled custom date, and event-based triggers, with SMS available to US users and WhatsApp HSM templates designed for outbound use.

Channels documented individually are Web SDK, WhatsApp, Facebook, Instagram, Sunshine Conversation, LINE, Google Business Messages, Telegram, Microsoft Teams, Bot as an API, iOS and Android SDKs, plus voice with inbound and outbound telephony. The scheduled wake is an outbound message campaign rather than a scheduled agent task, and SMS is US-only.

Sourcedocs.haptik.ai proactive messaging and deployment sectionsread 2026-09-29

The vendor states teams choose between top AI models including GPT, Llama and Claude based on their needs for performance, security and ability to handle scale, and separately invites customers to experiment with leading models including GPT, Llama and Claude to find the best fit for their business. Model selection is presented as a platform capability of the AI Agent Builder rather than a fixed configuration. Third-party pricing analysis indicates premium model access is billed as pass-through, so selection carries a cost consequence.

Sourcehaptik.ai home page and AI agent platform announcement, docs.haptik.airead 2026-08-31

The vendor's documentation site publishes a Web SDK, an iOS SDK and an Android SDK as supported channels, alongside Bot as an API. Code Step Integration and Static Step Integration are documented for inserting custom logic into agent flows. The documentation covers individually named integrations including Shopify, Stripe, PayPal, PayU, Razorpay, SETU, Exotel, Twilio, CIBIL, Freshdesk, Zendesk Guide, Salesforce, HubSpot, Microsoft Dynamics 365, Magento, WooCommerce, LeadSquared, CleverTap and Fynd. No Model Context Protocol server is documented.

Sourcedocs.haptik.ai channel and integration documentation, haptik.ai platform pagesread 2026-08-31

The vendor documents a Bot QA Tool for regression testing a bot: a Generate API turns mock conversations covering the testing scenarios into a test-case CSV based on step traversal, and a Run API executes those cases and returns a result CSV with success or failure for every case, run each time a bot goes live so failures can be fixed.

A functional testing guide sets out test-case preparation across flows, APIs, error handling and multilingual behavior, and the Test bot section shows per-message debug logs of the steps and code steps triggered and entities captured. That is a harness that scores the bot's behavior against recorded cases, documented for step-based bots through staging API endpoints.

Sourcedocs.haptik.ai testing sectionread 2026-09-29

The documentation enumerates channels as Web SDK, WhatsApp, Facebook, Instagram, Sunshine Conversation, LINE, Google Business Messages, Telegram, Microsoft Teams, Bot as an API, iOS SDK and Android SDK, all conversational surfaces, and documents actions through named integrations including ticket creation, inventory checks, payment links and appointment scheduling, with Code Step Integration for custom logic.

All are programmatic interfaces. Real-time web data retrieval described in third-party material is retrieval over fetched content rather than operation of an interface. No browser control, navigation, form filling, session automation or screen interaction appears anywhere in the vendor's documentation or product pages.

Sourcedocs.haptik.ai channel and integration documentation, haptik.ai home page and AI agent platform announcementread 2026-08-31