Customer Support
Route incoming questions to agents, bots, inboxes, and escalation workflows.
WAStack transforms WhatsApp into a powerful customer support channel. Incoming messages are intelligently routed to the right agent, bot, or queue based on topic, priority, language, or customer tier.
The shared agent inbox gives your support team a unified view of all conversations. Agents can see customer history, previous interactions, and open tickets without switching between tools. Internal notes and assignment features make team collaboration seamless.
Bots handle common questions automatically: order status, return policies, business hours, and account queries. When a conversation gets complex, the bot hands off to a human agent with full context so the customer never has to repeat themselves.
Escalation workflows ensure urgent issues get immediate attention. Configure rules based on keywords, sentiment analysis, SLA timers, or customer tier to escalate conversations to senior agents or managers.
Key Benefits
- Intelligent message routing and queuing
- Shared agent inbox with customer history
- Bot-to-human handoff with full context
- Escalation workflows based on priority
- SLA monitoring and alerts
Real-World Applications
- 24/7 customer support with bot + human handoff
- Shared inbox for distributed support teams
- Escalating VIP customer issues to senior agents
- Automating FAQ responses for common queries
Frequently asked questions
Common questions about customer support.
Related use cases
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From CRM integration to AI chatbots, see how teams across industries use WAStack to automate WhatsApp workflows.