Use cases · Customer support
WhatsApp customer support with a shared team inbox and AI
Run customer support on WhatsApp with a shared inbox, assignment, AI first replies and clean hand-offs
How customer support teams use Awaaz as a shared WhatsApp inbox with assignment, internal notes, business hours, an AI agent that answers first and hands off to people, and reports on response times.
The problem
Support on one WhatsApp phone doesn't scale: chats are missed, two people answer the same customer, nobody knows response times, and nights and weekends go unanswered.
How Awaaz helps
- Every chat lands in a shared inbox with filters such as Needs a reply, Assigned to me and Unassigned, plus labels and notes.
- Teams share chats by taking turns, least busy first, or manual assignment, per number.
- The AI agent answers common questions first and hands over refunds, complaints and anything it can't verify, with a note for the team.
- Business hours and a closed message set expectations at night, and the agent can answer while you're closed.
- Several team members can work on the same number at once, from any browser.
What it looks like
Customer: I want a refund, the product is damaged
AI agent: I'm sorry about that. I've passed this to our support team with your order details, and someone will reply shortly. Could you share a photo of the damage meanwhile?
Set it up
- Connect your support number and invite the team.
- Create teams and choose how new chats are shared.
- Turn on the AI agent with hand-over rules for refunds and complaints.
- Set business hours and the closed message.
What changes
- No chat is missed or answered twice.
- Customers get a first reply at any hour.
- Refunds and complaints always reach a person.
Features used
Shared inbox · Teams and assignment · AI agent with hand-off · Business hours · Labels and notes
Questions
- Can a person take over from the AI?
- Yes, in one tap. The AI steps back the moment a person replies.
- How many agents can use one number?
- Your whole team can work on the same number from the Awaaz inbox.
Start free trial Try it on your own WhatsApp number, free for 14 days.