AI Customer Support on WhatsApp

How it works on WhatsApp

A customer in São Paulo gets a shipping confirmation from your store. Two days later, she's standing outside her apartment, the tracking says 'delivered', and the package isn't there. Instead of opening your website and digging through a contact form, she replies to the WhatsApp shipping notification: 'Não chegou — está marcado como entregue mas não recebi.' Your AI agent picks up the message in Portuguese, recognizes the intent, looks up the order, sees the 'delivered' scan from the carrier, and follows your written 'possible misdelivery' policy.

It asks two clarifying questions — has she checked with the building doorman, and is the shipping address still correct — and gives her a clear timeline: wait 24 hours in case the carrier scanned early, then she'll be eligible for a reship at no charge. The whole exchange happens inside the same WhatsApp thread she's been using since the order shipped, in her own language, with no app install and no waiting on hold.

If she comes back the next day to escalate, the AI re-opens the thread, checks the policy clock, and routes it to a human agent. Your agent opens the conversation in the dashboard and sees the entire history — original order, tracking, the AI's two clarifying questions, and her replies — already translated to English with the sentiment trending negative. They approve the reship in one click. The customer gets a reply in WhatsApp from a real human within minutes, and the AI stays silent for the rest of the thread so the handoff feels seamless.