Stackable Labs has announced the launch of a new developer platform designed to move customer service messaging beyond standard text-based interactions.
The platform, which functions as an experience layer for Zendesk Messenger, allows brands to build interactive, branded workflows that sit directly within the chat interface.
As messaging becomes a primary channel for support, many organizations have found that while AI has improved response speed, the medium remains largely restricted to flat text. Stackable aims to bridge this gap by enabling bi-directional workflows and real-time data integration, allowing customers to complete complex tasks—such as managing orders or booking appointments—without leaving the chat window.
Adam Grohs, Co-Founder and CEO of Stackable and agnoStack, said:
“Messaging experiences should feel immersive, contextual, and native to the brand, not stuck inside a chat bubble. With AI woven throughout Stackable, teams can go from describing the experience they want to building it,”
The platform is built by the team behind agnoStack, a provider of post-purchase customer service tools for Zendesk retailers. This new venture seeks to address a common pain point in the CX industry: the disconnect between a brand’s high-end web design and the plain text box experience of traditional chat.
Grohs added:
“For two decades, customer experience was the differentiator every company obsessed over. Then AI chat arrived, and too much of the industry quietly accepted that flatter, faster, and less human was somehow ‘good enough’ if it was automated. We don’t think it is — and that’s why we built Stackable. Messaging experiences should feel immersive, contextual, and native to the brand, not stuck inside a chat bubble. With AI woven throughout Stackable, teams can go from describing the experience they want to building it.
The launch is supported by a group of strategic partners, including Stylo, SnapCall, and Optimate.me, who are already developing for the platform. These integrations allow for expanded capabilities, such as visual communication and industry-specific automation in sectors like eCommerce, healthcare, and financial services.
Kaan Tavli, Zendesk Practice Director at Optimate.me, said:
“Our team at Optimate.me is incredibly excited to be part of leading this next wave of innovation with the launch of Stackable. We believe Stackable represents a major shift in customer engagement, evolving Zendesk’s AI agents and messaging into a fully interactive experience layer — creating an entirely new category of opportunities across industries.”
Arnaud Pigueller, CEO of Snapcall, added:
“We are excited to bring Snapcall to the Stackable platform so that customers and agents will have a visual way to bring clarity to every customer interaction. Stackable provides an incredibly flexible foundation for brands and partners to easily extend Zendesk’s industry-leading agentic AI capabilities into a whole new category of rich messaging experiences.”
The Shift to Agentic Interfaces
Stackable Labs signals a move away from the text-only limitations of the first AI wave toward more sophisticated, agentic interfaces. The industry has struggled with high abandonment rates when customers are forced to jump from a chat window to a separate web page to complete a transaction or update a record. Stackable Labs aims to turn the chat interface into a functional extension of the brand’s app or website. This approach suggests that the future of customer loyalty isn’t just about how fast an AI can answer a question, but how effectively the interface can resolve a problem without adding friction to the user journey.