AI agent for customer service
Your team stops typing the same five answers.
The AI agent answers the routine WhatsApp questions from your FAQ, and hands complaints and real problems to a person.
30 minutes. You choose the day and the time.
- Reads photos, PDFs and voice notes
- Says nothing when unsure, and hands over
Hi, my washing machine shows E21. Bought it from you in May, receipt attached
Jun Wei, 9:18pmHi Jun Wei, sorry about that. E21 usually means the drain filter is blocked. Here's our 2-page guide to clearing it.
The agent, 9:18pmRead the receipt photo, sent the guide from your filesTried it, still E21
Jun Wei, 9:31pmThanks for trying that. I've passed this to our service team with your receipt, and they'll reply here to arrange a technician.
The agent, 9:31pmHanded to your service team: the guide didn't fix it
The queue
The customer with a real problem is waiting behind five FAQ questions.
Opening hours, warranty terms, how to reset the thing. Your team answers them all day, while the customer whose machine has stopped waits behind them. The agent answers the routine ones from your FAQ, so your team gets to the real problem sooner.
01Answer
Turn your FAQ into WhatsApp answers.
Someone asks how long the warranty lasts, for the fourth time today. Upload your FAQs, manuals and returns rules as PDF or text files, and add your help pages. The agent answers from them in its own words, and re-reads your site daily or weekly, so a changed rule reaches the next answer.
- Five files at a time, plus up to eight website pages
- Replies in the language the customer writes in, from the ones you set
- Voice notes turned into text
02Hand over
Hand the real problems to your team, with what was said.
When it isn't sure, it says nothing and hands over. Complaints, refunds and anything your files don't cover go to a person, with what they asked and why it stopped. Type a reply yourself and it steps back from that chat.
- Topics that always go to a person
- Alerts on WhatsApp or in a Lark group
- A hand-over after 50 replies in one chat, unless you change it
03Team inbox
See who's been waiting too long.
Two customers have waited 20 minutes, and nobody knows which of you has them. Each number gets one team inbox, and chats go out by hand, in turn, or to whoever has the fewest open. The Needs you filter and a 15-minute reply clock show who's waited too long, on a phone too.
- Notes with @mentions
- Labels to sort the chats
- Reports on first reply and time to close
Ready-made
Three ready-made workflows for support teams
Three of the 50 ready-made workflows, by their names in the app:
Goes well with
Let the agent take the routine questions.
Start with the five questions your team answers most.
30 minutes. You choose the day and the time.
Before it answers your customers
Worried it'll make an annoyed customer worse?
It answers what your files cover and hands the rest to a person. A complaint goes straight to your team and the agent writes nothing else, so nobody gets argued with by a bot.
It shouldn't. It answers only from what you uploaded and the instructions you wrote, and when it isn't sure, it says nothing and hands the chat over. Every message it sends sits in the inbox, so you can read any chat back.
No. It can't see your other systems, so those chats go to your team with the question attached.
It replies in the language the customer writes in, from the languages you list on it. The team inbox translates between English and Chinese only.
Only if you change them. By default it's quiet from 11pm to 9am. You can move the hours or clear them.
Nobody can promise it won't, and WhatsApp's help centre warns that linking through unofficial apps "may put your account at risk". So it sends carefully. A new number starts no chats on day one, three on day two and ten a day until day six. After that, first messages to new leads go about an hour apart, and a risk check slows or pauses them when your number looks at risk.
There's no public price yet. On the walkthrough, you'll get a price for your number and your team.