98% of customers open messages within the first few minutes. If you set WhatsApp up the right way, you make your support channel both faster and scalable.
Email replies take hours, and phone means waiting in line. WhatsApp is instant, personal and a channel your customers already use. While its open rate reaches 98%, conversations move asynchronously, so a single agent can help several customers at once.
But as scale grows, managing from a single phone becomes hard: messages get lost, it is unclear who is handling which customer, and no history is kept. The solution is to combine WhatsApp with a CRM.
FlexInbox delivers all of the practices below on one screen.
Reply in seconds with quick-reply templates, assign conversations to the right agent, and prioritize with labels.
Let the AI agent respond outside business hours; frequently asked questions close automatically, and hand off to a human when needed.
Log every conversation to the customer card; see the history and report on performance and satisfaction.
Most frequently asked questions are formulaic: "where is my order", "how do I return", "what are your hours". By delegating these questions to a trainable AI agent, you free your agents from repetitive work and bring response time down to zero.
We explained how to set it up in our article How to Set Up an AI Customer Agent? In complex cases, the AI can disable itself and transfer the conversation to a real agent.
With FlexInbox, an unlimited number of agents can work simultaneously on the same number; every message is assigned to the relevant agent, so there is no confusion.
The AI agent can respond 24/7, or an automatic "away" message can be sent. Every incoming message lands in the queue without getting lost.
In FlexInbox reports you can track metrics such as response time, message volume, agent performance and AI hand-off rate.
Manage WhatsApp and Telegram on a single panel with AI support.
