Your Customer Support Team,
Running on Auto-Pilot

A customer sends any message to your WhatsApp Business number — a question, a greeting, or a keyword like "help", "order", or "support". The bot wakes up instantly, regardless of the time of day or day of the week.

The bot sends a warm, branded greeting message that reflects your company's tone — professional, friendly, or industry-specific. It immediately presents a structured menu of support options so the customer knows exactly where to go.

The bot presents a structured interactive menu with numbered options covering the most common support categories for your business. Customers simply tap or type their selection — no complex commands needed.

Beyond menu selection, the bot also uses keyword detection to identify intent from free-text messages. If a customer types "my package hasn't arrived", it routes them directly to the Order Tracking flow without requiring menu navigation.

For common questions — return policies, business hours, delivery timelines, product specifications, pricing — the bot delivers accurate, consistent answers from a centrally managed knowledge base. No waiting, no inconsistency.

The knowledge base is updated by your team and reflected instantly across every conversation. A question answered today is answered the same way tomorrow, next week, and next year — building trust through consistency.

The customer shares their order number and the bot queries your order management system, ERP, or logistics API in real time. Within seconds, they receive a detailed status update — no hold music, no email thread.

This single feature alone eliminates the most common category of inbound support queries for e-commerce, retail, and product businesses — typically 40–60% of all tickets.

When a customer has an unresolved issue, the bot walks them through a structured complaint capture flow — collecting the issue category, a description, any relevant media (photos, screenshots), and contact preferences.

A unique ticket ID is generated and sent to the customer. Simultaneously, the ticket is created in your helpdesk or CRM system and assigned to the appropriate team member — all without manual entry.

The bot is trained to recognise when it's time to step aside. Triggers include: customer explicitly requesting a human, high-value account detected, complex multi-variable issues, emotional language indicating frustration, or three failed resolution attempts.

When escalation triggers, the live agent receives the full conversation history, customer profile data, and a summary note — so the handoff is seamless. The customer never has to repeat themselves.

After a ticket is marked resolved, the bot sends an automated follow-up within a configurable timeframe — 15 minutes, 2 hours, or next business day. It asks a simple satisfaction question and captures the response for your analytics dashboard.

Low-score responses automatically trigger an alert to your support manager for immediate follow-up, turning potential churn into a recovery opportunity.

Customer support is not just reactive. The WhatsApp Chatbot also pushes timely outbound messages: shipment dispatched, appointment reminder, payment due, subscription renewal, or re-engagement after inactivity.

These broadcast messages are permission-based, personalised with the customer's name and account details, and delivered at the optimal time using scheduling logic — dramatically improving service perception without adding headcount.