Give your customers faster answers, without losing the human touch.
Automate routine conversations while giving your team control when human support matters, all from one shared inbox.
Support Enquiry
Automation active
What are your store hours this weekend?
14:20We're open 10am–10pm Friday and Saturday, 12pm–9pm Sunday.
14:20Great, and can I return an item I bought last week?
14:21Let me connect you with our support team to help with that.
14:21One inbox, full context, clear ownership.
Every agent sees the same conversation history, tags and customer profile, no matter who replies next.
Conversations
- SA
Sara Abdullah
Can I reschedule my appointment?
- YK
Yousef Khan
What are your store hours?
- MA
Mona Al Sayed
Thanks for the quick help!
Sara Abdullah
Automation activeCustomer profile
Sara Abdullah
+971 5X XXX XXXX
- Lead status
- Active conversation
- Last interaction
- Just now
- Assigned agent
- Front Desk Team
- Order history
- 4 previous visits
Support that scales without losing consistency.
Everything a support team needs to run WhatsApp properly, not just a second phone on the counter.
Shared team inbox
One business number your whole team can work from.
- Multiple agents on a single WhatsApp number
- Clear ownership of every conversation
- Assignment and reassignment between agents
- No conversation history trapped on one phone
Routing & queues
Get each message to the right team the first time.
- Routing by topic, language or priority
- Separate queues per team or department
- Business-hours and after-hours handling
- Escalation paths for unresolved conversations
Agent tools
Give agents what they need to answer quickly.
- Saved replies for common questions
- Internal notes the customer never sees
- Tags applied to conversations and contacts
- Search across past conversations
Support automation
Handle the repeatable questions without an agent.
- Automated answers to frequent questions
- Order and booking status on request
- After-hours acknowledgement with expected reply time
- Clean handover to an agent when needed
Customer context
Answer without asking the customer to repeat themselves.
- Customer profile beside the conversation
- Order and booking history in view
- Previous conversations on the same thread
- Data pulled from your CRM or store
Quality & reporting
Measure support the way you measure any other channel.
- First response and resolution times
- Conversation volume by topic and by hour
- Workload and activity per agent
- Post-resolution satisfaction responses
The conversations your team handles daily.
Each of these is a real reply a customer receives, and the condition that triggers it.
Your order was dispatched this morning and is out for delivery today. I've shared the tracking link above.
10:00Order status
Answer the most common support question without an agent.
Runs when a customer asks about an order
We're open 10:00–22:00, seven days a week. Anything else I can help with?
10:00Frequently asked questions
Deflect repeat questions so agents handle the ones that matter.
Matches common questions automatically
Thanks for messaging! Our team is offline right now and will get back to you from 09:00.
10:00After-hours cover
Acknowledge every message, even outside working hours.
Fires on messages received outside business hours
I'm connecting you with a specialist who can look into this properly for you.
10:00Escalation to a specialist
Move complex conversations to the right person with full history.
Fires when automation can't resolve the request
I can start a return for you. Which item would you like to send back?
10:00Returns & exchanges
Start a return in conversation instead of a web form.
Runs when a customer asks to return an item
No problem, I can move your appointment. Which day works better for you?
10:00Appointment changes
Let customers reschedule without calling the front desk.
Runs on reschedule or cancellation requests
I'm sorry about that. I've flagged this to our manager, who will come back to you shortly.
10:00Complaint handling
Flag sensitive conversations to a person immediately.
Fires when a complaint is detected
Was your issue resolved today? Reply 1 for yes or 2 if you still need help.
10:00Satisfaction follow-up
Close the loop and capture how the interaction went.
Sent after a conversation is resolved
What support looks like in your sector.
E-commerce
Order status, delivery issues and returns handled in one thread.
See E-commerce solutionsRetail
Stock questions, exchanges and after-sales support across stores.
See Retail solutionsHealthcare
Appointment changes and pre-visit questions without front-desk calls.
See Healthcare solutionsHospitality
Guest requests routed to housekeeping, dining or the concierge.
See Hospitality solutionsEducation
Student and parent queries answered without tying up admin staff.
See Education solutionsFinancial Services
Service enquiries triaged before reaching a qualified agent.
See Financial Services solutionsAutomotive
Service booking changes and vehicle status updates on request.
See Automotive solutionsReal Estate
Tenant and maintenance requests logged and routed automatically.
See Real Estate solutionsWhat WhatsApp allows for support conversations.
Support is the most straightforward use of WhatsApp, because the customer contacted you first. Here's what that means.
Replies are free for 24 hours
When a customer messages you, your team can reply freely for 24 hours. This covers the vast majority of support conversations.
Service replies need no opt-in
Responding to a customer who contacted you first doesn't require marketing opt-in. Opt-in applies to promotional messages.
Automation knows its limits
Automated answers cover repeatable questions. Complaints and sensitive conversations are designed to reach a person quickly.
History follows the customer
Conversation history stays with the contact regardless of which agent replies, so nobody has to ask the customer to start over.
Messaging through the WhatsApp Business Platform is subject to Meta's policies and pricing, which may change. See the pricing page for how messaging charges are structured.
Common questions about WhatsApp support.
Yes. That is the core reason to move from the WhatsApp Business app to the Business Platform. Every agent works from a shared inbox on one number, with clear ownership of each conversation.
They're queued and can trigger an automatic acknowledgement telling the customer when your team will reply. Nothing is lost overnight.
Yes, where you've connected your store or CRM. The customer profile sits beside the conversation so agents don't have to switch tools or ask the customer to repeat details.
By keeping it to questions with consistent answers and making handover easy. You control which topics automation handles and when a conversation is passed to a person.
Faster support, still personal.
See how Botmatrics helps your support team resolve conversations faster without losing context.