Solution

Customer support

Route WhatsApp support chats through a shared inbox with assignment, templates, and clean handoff from automation.

Overview

The workflow

Customers message your WhatsApp Business number; agents work from one inbox with contact history, internal notes, and approved reply templates — not scattered personal phones.

Workflow

Support flow on WhatsApp

Customer writes in

Messages arrive in the shared inbox with contact profile and recent activity.

Route or automate

Use tags, assignment rules, or automation to queue the right agent.

Resolve with templates

Reply with approved templates and notes; suppression flags stay visible for outbound.

Capabilities

CRM capabilities involved

Shared inbox

Assign threads, collaborate with notes, and respond from one Business number.

Automation handoff

Bots and flows can qualify intent, then escalate to humans with context.

AI assist

Suggested replies with human approval before anything sends.

FAQ

Common questions

Can automation replace agents?

Automation can answer common intents and collect details, but the CRM is built for human handoff when conversations need judgment or policy exceptions.

Ready to put this to work?

Create a workspace to connect WhatsApp and run this use case with inbox, templates, and automation tools already in the product.

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