Introduction
Varda is an AI-first omnichannel customer support platform. It brings voice calls, SMS, email, and web chat into a single inbox — with AI handling first-line conversations and built-in call tracking that ties every interaction back to its marketing source.
What Varda does
Section titled “What Varda does”- Unified inbox — All conversations from every channel in one place
- AI-first handling — AI answers calls and chats automatically, escalates to humans when needed
- Voice with real-time AI — Inbound and outbound calls with OpenAI-powered voice AI, live transcription, agent barge-in, whisper
- Call tracking & attribution — Track which ad campaigns and marketing sources drive phone calls and revenue
- Web chat widget — Embeddable chat with triggers, pre-chat forms, knowledge base, and AI auto-reply
- Webhooks — Real-time event delivery to external systems (CRM, Zapier, custom integrations)
Key concepts
Section titled “Key concepts”Accounts & workspaces
Section titled “Accounts & workspaces”Each business is an account (workspace). Accounts have their own channels, contacts, conversations, and settings. Team members are invited via email.
Channels
Section titled “Channels”A channel is a communication endpoint — a phone number, email address, or chat widget. Each channel connects to a provider (SignalWire for voice/SMS, SES for email, etc.) and routes conversations to the shared inbox.
Conversations
Section titled “Conversations”A conversation is a thread of messages between your team and a contact. Conversations can span channels — a customer might call, then follow up via chat. Each conversation tracks status (open, pending, resolved, closed), priority, and assignment.
Contacts
Section titled “Contacts”A contact is a customer or lead. Contacts are automatically created from incoming calls, chats, and emails. They can be promoted from visitor → lead → customer as they provide more information.
Attribution
Section titled “Attribution”Every conversation and call can carry attribution data — the marketing source, campaign, landing page, and click IDs (gclid, fbclid) that brought the customer to you. This flows from the first website visit through the entire conversation lifecycle.
Architecture
Section titled “Architecture”| Component | Stack | URL |
|---|---|---|
| API | Rails 8, PostgreSQL, Redis | api.tryvarda.com |
| Dashboard | React, TypeScript, Vite | app.tryvarda.com |
| Landing | Marketing site | tryvarda.com |
| Docs | Astro / Starlight | docs.tryvarda.com |