Web Chat
The web chat widget deploys on any public-facing page via a JavaScript snippet or iFrame embed. Colors, logo, and on-page position are customizable per deployment, and a domain allowlist restricts where the widget can load. The widget is fully mobile responsive.Authenticated Web Portal Chat
Everest deploys inside logged-in customer portals and receives the portal session identity token at chat open. The agent uses that identity to personalize responses, look up the customer’s account and open cases, and skip re-authentication. Session handling stays within the portal’s authenticated context.In-Session File Upload
Customers can upload files mid-conversation, including syslogs, running configs, .pcap captures, screenshots, and diagnostic exports.- Size limit: 25 MB per file.
- Processing: uploaded files are auto-analyzed for diagnostic findings, which feed directly into the troubleshooting flow.
- Case attachment: files are attached to the associated Salesforce case automatically.
Email and Web Case Inbound Handling
Everest receives inbound support email via Microsoft 365, Google Workspace, or SMTP/IMAP, and processes case submissions and updates from the self-service portal. For each inbound item, the agent parses the message body, reads the Salesforce case record and notes for context, and drafts a reply.- Auto-resolve vs. escalate: the reply is sent and the case resolved when validation confidence passes the configured threshold; otherwise the case is triaged to a human queue with a summary of what the agent found.
- Concurrent updates: simultaneous updates to the same case are serialized through Salesforce record locking, so no update is lost or overwritten.
- Threading, reply-all, and CC: replies preserve the original email thread, and reply-all or CC’d messages are answered to the original requester only.