AI agents
Customer agents on WhatsApp, chat and email
Customers write the way they talk: “send the usual”, “where is my order”, “wrong size, what now”. A customer agent reads that, does what your policy allows, and brings a person in the moment it should. It is on duty after hours, in the customer’s language, and it never promises what the rulebook does not permit.
- WhatsApp, chat and email
- Orders and status by policy
- A person a message away
In short
A customer agent handles routine customer conversations on WhatsApp, web chat and email: it takes order requests into a review queue with the customer and items pre-filled, answers status and delivery questions from your system, resolves returns and routine requests within the policy you set, and hands anything outside policy, or anything the customer asks to escalate, to a person with the full history attached.
What we build
Ordering: order requests from WhatsApp read into a review queue, confirmed by a person, then confirmation, status and dispatch messages sent by rule. Service: order and delivery status answered from the record; returns, replacements and complaints triaged by policy, with the facts gathered before a person steps in.
Everyday questions answered from your own documents with the source shown: prices, availability, hours, how-to. After-hours cover that takes details and sets expectations instead of leaving a message unanswered until morning.
- Order requests read into a review queue
- Status and delivery answers from the record
- Returns and complaints triaged by policy
- Everyday questions from your documents
- After-hours cover with honest expectations
How we build it
We read a month of your real conversations first, because the way your customers write is the specification. The agent’s policy is written with you: what it may confirm, what it may promise, the tone, the languages, and the moments it must hand over.
Automation on a business number runs on the WhatsApp Business platform, which has its own rules about templates and approvals; we set it up with you and explain what it allows. Every conversation is logged, and a person can take over any thread at any time.
- Written from real conversations
- Policy and tone agreed in writing
- WhatsApp Business platform set up properly
- Every thread logged; a person can take over
- Measured on real conversations before go-live
What it connects to
The WhatsApp Business platform on the number your customers use, web chat on your site, email, your product catalogue and prices, your order system or ERP, and your courier or dispatch records for the tracking details.
- WhatsApp Business platform
- Web chat and email
- Catalogue, orders and ERP
- Dispatch and courier records
Where it shows up
Automation playbooks this service runs in
Customer & WhatsApp Agents
Common questions
Does the agent reply to customers on its own?
Only where you allow it. Confirmations, status answers and policy-covered requests can be handled automatically. Anything that needs a decision, a price or a judgement waits for a person, and the customer is told that a person will reply.
What about voice notes and photos?
They go into the queue with the message, and the person confirming reads them. Text that names codes and quantities is pre-filled; everything else is checked by a person. We do not let a guess become an order.
Can customers always reach a person?
Yes. Asking for a person, or any sign of frustration, hands the thread over with the history attached. That is a rule we do not switch off.
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