01The problem

Support requests arrive across email, a phone line and social media with no single view, so customers repeat themselves to every new agent.

02Channel recommendation

Recommended

One thread per customer, with a shared team inbox and chat history.

Answers common questions instantly and hands off to a live agent only when needed.

A fallback channel for customers without WhatsApp.

03Message flow

Trigger

Customer messages the business WhatsApp number with a question

Primary channel

Chatbot answers common queries or captures the request

Fallback

Live-agent handover for anything the bot cannot resolve

Outcome

Customer gets an answer in one thread, without repeating themselves

04Sample templates

Support session opener

Hi {{name}}, thanks for reaching {{brand}} support. How can we help today?

Ticket update

Your support ticket {{ticket_id}} has been updated. View the response: {{link}}.

05Setup steps

Set up the WhatsApp team inbox and agent routing rules

MsgBridge

Provide your FAQ content and common resolution flows

You

Build and test the chatbot's automated replies

MsgBridge

Train your support team on the shared inbox

You

06Related

Ready to solve this with Customer Support?

Talk to us about your volumes and we'll recommend the right mix.