WhatsApp Business Customer Support Agent
Let your agent receive your company's customer inquiries on WhatsApp, answer their questions, help them solve problems, follow up on support requests, and hand over cases that need human intervention to your team.
- Answer inquiries
- Technical support
- Follow up support requests
Workflow
- Receives the customer's message via WhatsApp Business.
- Understands the inquiry and identifies the type of request or issue.
- Asks for the information needed to understand the case without collecting unnecessary data.
Outcome
Faster responses to customers
8
Workflow steps
5
Core tasks
5
Integration examples
3
Expected outcomes
What it does
Receives customer inquiries and replies to them.
Explains the company's services, policies, and procedures.
Provides technical support for common issues.
Helps receive and follow up on support requests.
Routes complex cases to the relevant team.
Use cases
- Answering customer inquiries outside working hours
- Providing initial technical support
- Receiving complaints and help requests
- Following up on support requests and routing cases to the team
What we need from you
- Company and services information
- Frequently asked questions and their answers
- Customer service policies and procedures
- Technical support instructions
- Escalation and handover rules for the team
Conversation examples
Let your agent receive your company's customer inquiries on WhatsApp, answer their questions, help them solve problems, follow up on support requests, and hand over cases that need human intervention to your team.
WhatsApp Business Customer Support Agent
Conversation examples
Hello, I have a problem using one of your services and I need help.
Hello, welcome. Explain the issue you're facing, and I'll help you with the right steps.
The service isn't working for me as expected.
Sure — which service are you having the problem with? And do you see an error message?
The problem it solves
Customer support teams receive repetitive inquiries about services, subscriptions, and technical issues, which increases pressure on staff and delays responses for some customers.
As conversation volume grows, it becomes difficult to follow up on every request with the same speed and quality, and a customer may have to wait for a simple answer.
The customer support agent helps handle repetitive inquiries, provide initial assistance, and route cases that need human intervention, so the team can focus on the more complex problems.
How it works, step by step
- 01
Receives the customer's message via WhatsApp Business.
- 02
Understands the inquiry and identifies the type of request or issue.
- 03
Asks for the information needed to understand the case without collecting unnecessary data.
- 04
Searches for the right answer in the company's knowledge base.
- 05
Provides guidance or steps to solve the problem.
- 06
Requests additional information when needed, and verifies the customer's identity before sharing sensitive data.
- 07
Helps log or follow up on the support request when the right integration is available.
- 08
Hands the case over to the relevant team if it requires human intervention, and informs the customer of the next step.
Suitable for
- Software and technology services companies
- SaaS and subscription companies
- Professional and consulting services firms
- Companies that provide ongoing services to customers
Supported channels
- WhatsApp Business — the primary channel
- Website chat
The customer support agent starts on WhatsApp Business, and its use can be extended to other channels based on the available integrations and your company's settings.
Integrations
- Zendesk
- Freshdesk
- HubSpot
- Salesforce
- Google Sheets
Expected outcomes
- Faster responses to customers
- Fewer repetitive tasks
- Better organized support requests
Frequently asked questions
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