WhatsApp CX & Support Agent
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Retention & Lifecycle Marketing
WhatsApp CX & Support Agent
An AI agent that resolves tickets on WhatsApp 24/7.
An AI support agent on WhatsApp and chat that answers product, order-status, and policy questions, handles WISMO and returns, and hands off cleanly to a human when needed.
~70%
tickets auto-resolved
<30s
first response time
24/7
coverage
The impact
Resolves the bulk of routine tickets instantly, cutting support load and lifting CSAT.
~70%
tickets auto-resolved
<30s
first response time
24/7
coverage
Who it's for
- Brands with high WISMO and routine support volume
- WhatsApp-first audiences expecting instant replies
- Lean teams that cannot staff 24/7 support
- Stores on Gorgias or Zendesk wanting clean AI handoff
What you get
- AI agent deployed on WhatsApp, web chat, and Instagram DMs
- Retrieval grounding on Shopify orders and your knowledge base
- Permitted actions (tracking, returns/RMA, approved resolutions)
- Clean escalation to your helpdesk with full context
- Deflection-rate and CSAT reporting
The pipeline
How it works, end to end.
Every step is built, benchmarked, and wired into your stack. Here is exactly what happens.
Customer messages
A shopper reaches out via WhatsApp Business, web chat, or Instagram DM and the agent picks it up instantly.
Identify & retrieve
The agent identifies the customer and pulls order status, tracking, and policy info from Shopify and your knowledge base.
Resolve common asks
It answers "where is my order," product fit, sizing, returns eligibility, and FAQ questions grounded in your real data, no hallucinated policies.
Take action
For permitted actions it can share tracking, initiate a return/RMA, or apply an approved resolution, all logged.
Escalate with context
Anything sensitive or low-confidence is handed to a human agent with the full conversation and order context attached.
Learn & report
Resolved topics, deflection rate, and CSAT are tracked, and gaps feed back into the knowledge base.
Customer messages
A shopper reaches out via WhatsApp Business, web chat, or Instagram DM and the agent picks it up instantly.
Identify & retrieve
The agent identifies the customer and pulls order status, tracking, and policy info from Shopify and your knowledge base.
Resolve common asks
It answers "where is my order," product fit, sizing, returns eligibility, and FAQ questions grounded in your real data, no hallucinated policies.
Take action
For permitted actions it can share tracking, initiate a return/RMA, or apply an approved resolution, all logged.
Escalate with context
Anything sensitive or low-confidence is handed to a human agent with the full conversation and order context attached.
Learn & report
Resolved topics, deflection rate, and CSAT are tracked, and gaps feed back into the knowledge base.
Under the hood
The data flow, wired into your tools.
Reads
- Shopify order & tracking data
- Returns/RMA policy
- Product knowledge base
- Customer conversation history
Produces
- Instant grounded answers
- Tracking links and return initiations
- Context-rich human escalations
- Deflection-rate and CSAT metrics
Before & after
What changes once it ships.
Agents spend their day on repetitive WISMO tickets
Around 70% of routine tickets resolve instantly without a human
Replies lag and CSAT drops outside business hours
Shoppers get a sub-30-second first response, 24/7
Escalations land cold with no context
Humans pick up with full conversation and order history attached
Why it matters
The business case
The majority of support volume is repetitive "where is my order," sizing, and returns questions that a human agent should never have to touch. Slow replies on WhatsApp lose sales and tank CSAT, while staffing for peaks is expensive and still leaves nights uncovered. An AI agent grounded in your Shopify data resolves around 70% of tickets instantly, freeing your team for the cases that actually need judgment and cutting cost-per-ticket sharply.
FAQ
WhatsApp CX & Support Agent: your questions, answered.
What can an AI WhatsApp support agent actually handle?+
It handles the high-volume, routine questions: order tracking (WISMO), shipping and returns policy, sizing and product fit, and FAQs, grounded in your real Shopify and knowledge-base data. Complex or sensitive cases are escalated to a human with full context, so quality stays high.
Does it use the official WhatsApp Business API?+
Yes. We deploy on the official WhatsApp Business Platform through an approved BSP, so messaging is compliant, templates are approved, and your number stays in good standing. It also works on web chat and Instagram DMs from the same brain.
How do you stop it from giving wrong answers?+
The agent only answers from your connected data and approved knowledge base, and it is tuned to escalate rather than guess when confidence is low. This retrieval-grounded approach is what keeps it from inventing policies or order details.
Can it take actions like processing a return?+
Yes, within the limits you set. It can share tracking, start a return/RMA, or apply pre-approved resolutions, with every action logged. Higher-risk actions can require human approval, so you control exactly how much autonomy it has.
How does handoff to my human team work?+
When the agent escalates, it routes the conversation to your existing helpdesk (Gorgias, Zendesk, or similar) with a summary and order context attached. Your agents pick up where the AI left off instead of starting cold.
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