InstagramHi! Where's my order #4471?
It shipped yesterday and is due Thursday. Here's your tracking link.
Shopify order foundFor businesses that sell on social media
Turn every DM into answers, leads and resolved cases
Your customers message you on Instagram,WhatsApp and 3 more apps. One AI agent answers every one from your own products, services and policies, and brings in your team when a person is needed.
LLinen & Co.Typically replies instantly
Today 11:42 PM
Message…
Answers your customers on
WebInstagram
Messenger
WhatsApp
Telegram
Slack
InstagramMessengerWhatsAppTelegramSlackMessages pile up overnight. By the time your team logs on, the customer has already moved on.
orbitbase answers every one, and shows you exactly what happened.
- Message received
- Contact created
- Knowledge searched
- Answer sent
- Lead capturedor a case opened for your team
Our point of view
Most support tools stop at the reply. orbitbase owns the answer, the action, the handoff and the follow-through, because to your customer it's one request — however long it takes.
Four jobs, one platformInstagram DM
Where does a customer DM actually go wrong?
Instagram DMDo you ship to Canada?
We do. Standard delivery to Canada takes 5–8 business days, and it's free on orders over $75.
Answered from Shipping policy.pdfBefore every reply the agent searches the documents, web pages, notes and Notion pages you approved, then answers from the passage that matches. No improvised policy, no invented prices.
InstagramMessengerWhatsAppTelegramSlack
Shopify
Calendly
Cal.com
Intercom
NotionActions
Actions it takes mid-conversation
Answering is the baseline. These are the tools the agent can call while it is still talking to the customer — you choose which ones are switched on.
System actions
Included on every plan and never counted against your action limit.
Free on every plan
Collect leads
Asks for the details you need — email, phone, company, what they're after — and saves them onto the contact.
Free on every plan
Escalate to a human
Flags the thread for your team and stops replying, so a person picks it up with the history intact.
Configured actions
Connect an account or point one at your own endpoint. How many you can run at once depends on your plan.
Book a meeting
Offers real times from your Calendly event and books the one the customer picks, right in the chat.
Book with Cal.com
The same in-chat booking for teams on Cal.com: live availability, a confirm step, and Cal.com's own invite.
Open a case
Logs work that can't be finished in the chat as a case of the right type — a refund, a warranty claim — with its fields filled from the conversation, and gives the customer its number to quote later.
Alert your team in Slack
Posts the conversation into a Slack channel when something needs eyes on it right away.
Send a button
Adds a tappable link to the reply — checkout, help centre, tracking page — rendered natively per channel.
Call your own API
Sends the details it collected to any endpoint you configure, then uses the response in its reply.
Look up a Shopify order
Fetches order status, tracking and refunds from Shopify so the customer gets a real answer, not a redirect.
Look up a Shopify product
Checks price, variants, and stock in your Shopify catalogue before recommending anything.
File an Intercom ticket
Hands the conversation to your team as an Intercom ticket, with the full context already attached.
InstagramWhatsAppHow much is the 12-week coaching program? Is there a payment plan?
It's $1,200, or three payments of $420. What's the best email to send you the full outline?
Contact saved as a leadMessengerI've been charged twice and I'm really not happy.
I'm sorry about that. I've passed this to our billing team, and someone will reply here shortly.
Escalated to your teamTelegramThe edited photos from Saturday's shoot still haven't arrived.
I'm sorry for the wait. I've opened case CASE-1043 so the team can chase it — they'll update you here, and you can quote that number any time.
Case CASE-1043 opened- Telegram
- Case management
Work that takes days
A client is still waiting on something you owe them — an edit, a refund, a replacement. The agent opens a case with the details, gives them the number, and your team works it to done while the client always knows where it stands.
1
Case number the customer can quote, start to finish
Case management
Support doesn't end when the chat does
Some requests take days — a refund to approve, a replacement to ship, a job to redo. orbitbase turns them into cases with an owner, a state, a full history and a number the customer can quote. Your agent opens them from any channel; your team sees them through.
Example case
CASE-1042In progressHigh
Warranty claim
Replacement for a damaged lamp
Requested by Maya Chen on Instagram
- Order number
- #4471
- Warranty until
- 12 Mar 2027
Priya
@Daniel can you approve a replacement? Photos of the damage are attached.
damaged-lamp.jpgOpened by your agent
InstagramMy lamp arrived with a cracked shade.
I'm sorry about that. I've opened case CASE-1042 for a replacement — our team will update you here, and you can quote that number any time.
Case CASE-1042 openedFrom a DM to done
- 01
A customer reports it
On Instagram, WhatsApp, Messenger, Telegram, Slack or your site.
- 02
A case is opened
By your agent mid-chat, or by a teammate from the inbox — as the right type, linked to the conversation, with the customer as requestor.
- 03
Your team works it
Owner, priority and state; worknotes with @mentions; files and custom fields — all on the case.
- 04
Resolved, on record
Every change is in the history, and the time to resolve shows on your dashboard.
Everything a case needs, nothing it doesn't
States that match how you work
Start with New, In progress, Waiting on customer, Resolved and Closed, then rename, recolour, reorder or add your own.
Worknotes with @mentions
Discuss a case with your team where the customer can't see it. Type @ to bring in a teammate.
Attachments on the case
Keep photos, invoices and screenshots on the case itself, so whoever picks it up has the evidence in front of them.
Case types and custom fields
Track an order number or warranty date on every case, then add types — refund request, bug report, warranty claim — that each carry fields of their own. Filter by type, and the agent's Create case action fills them from the chat.
A history nobody can edit
Every state change, reassignment, note and file is recorded with who did it and when — so “why is this closed?” always has an answer.
See how fast you resolve
Cases opened and resolved, what's open right now and median time to resolve on your dashboard — plus bulk updates and CSV export.
How it works.
Three steps, and none of them need a developer.
- TelegramConnected
- WhatsAppConnected
- InstagramConnected
3
Steps from sign-up to your first answered DM.
3 simple steps
01
Connect a channel
Paste a bot token for Telegram, or sign in with Facebook or Slack. Every DM from then on lands in your inbox.
Why teams switch to us
Same inbox. Different outcome.
The typical chatbot
Answers from a decision tree, then loops on “Sorry, I didn't get that”
Lives on your website and ignores your DMs
Ends in a dead end instead of a person
Forgets the customer the moment the chat closes
Leaves follow-up work in someone's head, or a spreadsheet
orbitbase
Answers from your own documents, pages and notes
Covers Instagram, WhatsApp, Messenger, Telegram, Slack and your website
Escalates to a teammate with the full history on screen
Builds a contact record from every conversation
Opens a case with an owner, a state and a number, and tracks it to resolved
“Your customers keep messaging the apps they already use. The only thing that changes is how fast they hear back.”
In the inbox
What a day of DMs looks like
Example conversations of the kind the agent handles on its own, and the one it knows to hand over.
InstagramDo you ship to Canada?
orbitbase
We do. Standard delivery takes 5–8 business days and is free over $75.
WhatsAppDo you have anything Saturday morning for a cut and colour?
orbitbase
Saturday has 9:30 and 11:00 open with Sam. Want me to book one?
MessengerWhere's my order #4471?
orbitbase
It shipped yesterday and is due Thursday. Here's the tracking link.
TelegramCan I book a call about a website redesign this week?
orbitbase
Here are the open slots for a 30-minute discovery call. Pick whichever suits you.
InstagramIs the linen shirt available in medium?
orbitbase
Yes, medium is in stock in both white and sand.
WhatsAppI was charged twice and I'm really upset.
orbitbase
I'm sorry about that. I've passed this to our billing team, and someone will reply here shortly.
SlackWhat's your cancellation policy for appointments?
orbitbase
Free up to 24 hours before. After that, a 50% fee applies.
Pricing
Pick the plan that fits your volume
Every plan runs the same product — the AI agent, the knowledge base, the shared inbox, cases, the website widget, and the system actions. What changes is how many messaging channels, AI replies, cases, seats, and configured actions you get.
Plans go on sale at launch. The prices below are final.
Starter
$29
/month
Website widget on your own site
250 AI replies a month
100 new cases a month
1 messaging channel
2 team seats
2 configured actions
5 MB of knowledge
Collect Leads and Escalate to Human free
Growth
Most popular$69
/month
Website widget on your own site
750 AI replies a month
500 new cases a month
3 messaging channels
5 team seats
8 configured actions
25 MB of knowledge
Collect Leads and Escalate to Human free
Pro
$149
/month
Website widget on your own site
2,000 AI replies a month
2,000 new cases a month
6 messaging channels
10 team seats
20 configured actions
100 MB of knowledge
Collect Leads and Escalate to Human free
Scale
$299
/month
Website widget on your own site
5,000 AI replies a month
Unlimited new cases a month
10 messaging channels
20 team seats
50 configured actions
500 MB of knowledge
Collect Leads and Escalate to Human free
Compare plans
Every plan runs the same product. What changes is how much of it you get — channels, AI replies, cases, knowledge, seats, and the actions your agent can call.
| What's included | Starter$29/mo | Growth$69/mo | Pro$149/mo | Scale$299/mo |
|---|---|---|---|---|
| UsageWhat each plan includes every billing period. | ||||
| AI replies / month | 250 | 750 | 2,000 | 5,000 |
| Cases per month | 100 | 500 | 2,000 | Unlimited |
| Team members | 2 | 5 | 10 | 20 |
| ChannelsWhere your agent answers customers. | ||||
| Website widget | 1 | 1 | 1 | 1 |
| Messaging channels included | 1 | 3 | 6 | 10 |
| Instagram | Included | Included | Included | Included |
| Messenger | Included | Included | Included | Included |
| WhatsApp | Included | Included | Included | Included |
| Telegram | Included | Included | Included | Included |
| Slack | Included | Included | Included | Included |
| KnowledgeWhat your agent learns from before it replies. | ||||
| Knowledge storage | 5 MB | 25 MB | 100 MB | 500 MB |
| Documents | Included | Included | Included | Included |
| Websites | Included | Included | Included | Included |
| Free text | Included | Included | Included | Included |
| Notion | Included | Included | Included | Included |
| ActionsWhat your agent can do mid-conversation. | ||||
| Collect Leads | Included | Included | Included | Included |
| Escalate to Human | Included | Included | Included | Included |
| Wrap up conversation | Included | Included | Included | Included |
| Configured actions included | 2 | 8 | 20 | 50 |
| Calendly | Included | Included | Included | Included |
| Cal.com | Included | Included | Included | Included |
| Slack | Included | Included | Included | Included |
| Shopify — Products | Included | Included | Included | Included |
| Shopify — Orders | Included | Included | Included | Included |
| Intercom | Included | Included | Included | Included |
| Custom action | Included | Included | Included | Included |
| Custom button | Included | Included | Included | Included |
| Create case | Included | Included | Included | Included |
| CasesCustomer work that carries on after the chat. | ||||
| Custom case states | Included | Included | Included | Included |
| Case types with their own fields | Included | Included | Included | Included |
| Case custom fields | Included | Included | Included | Included |
| Worknotes with @mentions | Included | Included | Included | Included |
| Case attachments | Included | Included | Included | Included |
| Create case | Included | Included | Included | Included |
| Case export to CSV | Included | Included | Included | Included |
| Inbox, leads and teamHow your team works alongside the agent. | ||||
| Shared team inbox | Included | Included | Included | Included |
| Human handoff | Included | Included | Included | Included |
| Leads with pipeline stages | Included | Included | Included | Included |
| Tags on leads and cases | Included | Included | Included | Included |
| Lead custom fields | Included | Included | Included | Included |
| Priority support | Not included | Not included | Not included | Included |
Your website widget is included on every plan and never counts toward your messaging channels. System actions are included on every plan and never count toward your configured actions. A case counts toward the billing period it's opened in, whoever opens it, and existing cases stay fully workable when you reach the allowance.
Questions
What teams ask before switching it on
The practical answers about channels, accuracy, actions, and staying in control.
It's a customer support tool for businesses that sell on social media — products or services. You connect your messaging accounts, upload what your business knows, and an AI agent answers incoming direct messages on your behalf. Your team sees every conversation in a shared inbox and can take over at any point.
Direct messages from Instagram, WhatsApp, Messenger, Telegram, and Slack, plus a chat widget for your own website that's included on every plan. Telegram connects by pasting a bot token; Instagram, Messenger, and WhatsApp connect by signing in with Facebook; Slack connects with a Slack sign-in; the widget is one snippet pasted into your site.
For Instagram, Messenger and WhatsApp, yes — Meta only allows automated replies on business accounts. Instagram needs a professional account linked to a Facebook Page, Messenger needs a Facebook Page you manage, and WhatsApp needs a WhatsApp Business number, which you can set up while signing in. Telegram, Slack and the website widget need none of this.
Telegram and the website widget connect in a few minutes, and one Facebook sign-in connects your Instagram, Messenger and WhatsApp accounts together. Teaching the agent is as quick as uploading your documents or adding your website. Test it in the playground before you switch it on for customers.
Only from material you provide — uploaded documents, website pages, free text you paste in, and Notion pages you connect. Before each reply the agent searches that material and answers from the closest match, so it isn't inventing policy.
Yes. It can capture lead details onto a contact, book appointments through Calendly or Cal.com, escalate to a teammate, open a case, post alerts into Slack, send a tappable button, look up orders, products and refunds in Shopify, file an Intercom ticket, and call any API endpoint you configure.
Each message your agent sends counts as one reply — so a conversation where it answers three times uses three. Messages your customers send and replies your team writes themselves don't count, and neither does anything that never reaches the agent. Tests in the playground count, because they use the same model. Your allowance resets every billing period; if it runs out, the agent stops answering and new messages wait in your inbox for your team.
A case is a piece of customer work that continues after the chat — a refund to approve, a replacement to send. Each one has a number, a type, a state, an owner, worknotes and attachments, and each type can carry fields of its own. Your team or your agent can open one from any channel, and the agent tells the customer the number. Every plan includes cases, with an allowance of new cases each billing period — the plan comparison above shows each plan's figure. Existing cases always stay fully workable, even at the limit.
It escalates. The thread is flagged for your team, the agent stops replying, and whoever picks it up sees the entire history. The agent also escalates on its own when a request is sensitive, when it isn't confident, or when the customer asks for a person.
No. The relevant part of a conversation and your knowledge are sent to our AI providers only to write a reply or choose an action, under contracts that don't allow them to train public models on it. We never sell conversations.
Yes. Cancel from Settings → Billing whenever you like. Your plan keeps working until the end of the period you've paid for, and nothing renews after that.
No. They keep messaging your business in the app they already use. Nothing about their experience changes except how quickly they get an answer.