Customer Service on WhatsApp
98% of customers open messages within the first few minutes. Set WhatsApp up correctly and you'll make your support channel both faster and more scalable.
Why WhatsApp as a support channel?
An email reply takes hours, and the phone means waiting in a queue. WhatsApp is instant, personal, and a channel your customers already use. With open rates approaching 98% and conversations that progress asynchronously, a single agent can help several customers at once.
But as you scale, managing everything from one phone gets hard: messages get lost, it's unclear who is handling which customer, and no history is kept. The solution is to combine WhatsApp with a CRM.
9 tips, in one panel
FlexInbox delivers every one of the practices below on a single screen.
1–3. Speed, assignment, tags
Reply in seconds with quick-reply templates, assign conversations to the right agent, and prioritize with tags.
4–6. AI and after-hours support
Let an AI agent answer outside business hours; frequently asked questions close automatically, and hand off to a human when needed.
7–9. CRM records, history, reports
Log every conversation to the customer record; see the history and report on performance and satisfaction.
24/7 support with AI
Most frequently asked questions follow the same patterns: "Where's my order," "How do I return this," "What are your hours." By handing these off to a trainable AI agent, you free your agents from repetitive work and bring response time down to zero.
We walk through how to set it up in our article How to Set Up an AI Support Agent. In complex situations, the AI can step aside and transfer the conversation to a live agent.
Frequently asked questions
How many agents can work on WhatsApp at the same time?▾
With FlexInbox, an unlimited number of agents can work on the same number simultaneously; each message is assigned to the relevant agent, so there's no confusion.
What happens to messages sent after hours?▾
An AI agent can respond 24/7, or an automatic "away" message can be sent. Every incoming message drops into the queue without getting lost.
How do I measure customer satisfaction?▾
In FlexInbox reports, you can track metrics such as response time, message volume, agent performance, and AI handoff rate.
Take your support channel professional
Manage WhatsApp and Telegram in a single panel, with AI support.