WhatsApp API & chatbots · Customer support
One shared WhatsApp inbox for your whole support team.
Stop passing one phone around the office. With the WhatsApp Business API, your whole team can reply to customers from a shared inbox on their computers, with conversations assigned, tracked and never lost.
What’s included
What Customer support covers
- 01
Shared team inbox
Several agents reply from one business number, each from their own login.
- 02
Assignment & routing
Send conversations to the right person or department automatically.
- 03
Saved replies
Ready answers for common questions, so replies are quick and consistent.
- 04
Labels & notes
Tag conversations and leave internal notes for colleagues.
- 05
Customer history
See past conversations with a customer before you reply.
- 06
Response reports
Track response times and conversation volume by agent.
How it works
Three steps, no jargon.
- 1
Plan
We agree how conversations should flow between your team members and departments.
- 2
Set up
We connect your number, set up the inbox, users, routing and saved replies.
- 3
Train
We train your team and stay on hand while they get used to the new way of working.
What you get
- A shared WhatsApp inbox with logins for your team
- Routing rules and saved replies
- Team training
- Response time and volume reports
A good fit for
- Support teams sharing one WhatsApp phone today
- Businesses with several branches or departments
- Managers who want to see how quickly customers get answers
Do my agents need their own phones?
No. Agents reply from a web inbox on their computer, all from the same business number.
Is there a time limit for replying?
Yes. Once a customer messages you, you can reply freely for 24 hours. After that, you need an approved template to restart the conversation. We set this up so your team isn’t caught out.
Can it work with a chatbot?
Yes. A chatbot can answer simple questions first and pass anything else to the team inbox.