Customer service

Every conversation on the customer record.

Messages from WhatsApp and the website chat stay on the customer record, next to the orders. Larissa Mota, an AI agent, replies and opens tickets; anything that requires a decision goes to a person.

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Customer service supervisor, wearing a headset, replies to a customer on a laptop, with a phone beside her on the office desk

Example · Ticket 0187Filial Campinas

CustomerDistribuidora Aurora

ChannelWhatsApp · after-sales number

Subjectpartial delivery of Order 0436

StatusWith shipping

Larissa · routesShipping · decides

Illustrative values.

Larissa Mota

Customer service · WhatsApp and website chat

AI agent

The module’s agent

You decide the exceptions. Larissa answers the routine.

Larissa Mota handles WhatsApp and the website chat and introduces herself to customers as an AI agent. She answers with what is in the system: order status, estimated delivery, invoice copies, and business hours. Discounts, new payment dates, and complaints go to a person on the team.

Larissa Mota

AI agentCustomer service

Example · conversation with LarissaWhatsApp · Filial Campinas

Papelaria Central asked for a new due date on the boleto for Order 0398. What did you reply?

Larissa MotaAI agentCustomer service

I replied that the request for a new date was recorded and that finance will get back to them by 16:00. I opened Ticket 0191 with medium priority, passed it to Marta in finance, and left the conversation on the Papelaria Central record. I didn’t offer a date or a discount.

With finance

Illustrative example.

Answers questions about orders, deliveries, invoice copies, and business hours on WhatsApp and the website chat

Saves each conversation to the customer or lead record

Opens the ticket with priority, owner, and first-response deadline

Sends the right video or sales collateral by link, from the company catalog

Hands the conversation to a person when the customer’s request falls outside the rules

WhatsApp and website chat

Customer channels arrive in the same system.

Each conversation is linked to the record of whoever wrote in. Whoever takes over sees that customer’s history, orders, and tickets.

See the sales collateral catalog

More than one WhatsApp number

The company’s numbers in the same account, such as sales and after-sales. Each conversation stays with the number it came in on.

Website chat

Larissa handles the website chat with the topic and answers the company defined for that site.

History on the record

Each conversation goes to the customer’s or lead’s Conversations tab, next to orders, quotes, and tickets.

Audio with text

Customer audio on WhatsApp is transcribed, and Larissa can reply by voice; the spoken text stays in the conversation.

Listen-only groups

In WhatsApp groups, Larissa only listens, except in groups the company enables on a closed list.

Material by link

Larissa finds the right video or brochure in the sales catalog and sends the link to the customer.

Tickets

Tickets with priority, owner, and deadline.

When the matter requires someone’s work, Larissa opens a ticket linked to the customer. The company’s service policy sets the first-response and resolution deadlines for each priority.

Example · service policyMatriz São Paulo

High priority1st response: 1 h · resolution: 8 h

Medium priority1st response: 4 h · resolution: 2 business days

Low priority1st response: 1 business day · resolution: 5 business days

After hoursdeadline counts from 8:00

Approved bycustomer service manager

StatusIn effect

Illustrative values.

Priority and severity according to the company’s service policy

First-response and resolution deadlines counted from when the ticket is opened

Named owner, with the ticket in their area’s queue

Alert to the owner when the deadline approaches

Ticket, conversation, and order linked on the customer record

From message to decision

What needs a decision reaches a person, with the context.

Example: Distribuidora Aurora received only half of Order 0436.

See inventory

The customer writes in

The message arrives on WhatsApp. Larissa recognizes the contact, opens the Distribuidora Aurora record, and looks up Order 0436.

Larissa · looks up

Larissa answers with what is in the system

She reports what went out in the first delivery and what is still pending, according to the order. She doesn’t promise a date the system doesn’t have.

Larissa · replies

Opens the ticket

For what’s missing, she opens the ticket with high priority, passes it to shipping at Filial Campinas, and tells the customer that a person will reply.

Larissa · routes

A person decides

Shipping sets the new date or the reshipment, replies to the customer, and closes the ticket. Everything stays on Aurora’s record.

Shipping · decides

What stays with people

Larissa answers. People decide exceptions and complaints.

Larissa works with the actions enabled for her. Anything that changes what was agreed with the customer stays with the team.

Discounts, due dates, and returns

Larissa does not grant discounts, new payment dates, or returns. She records the customer’s request and hands it to the person responsible for the area.

Complaints go to a person

A complaint becomes a ticket with a named owner. The final reply to the customer comes from a person on the team.

The team can step in at any time

Anyone with customer service access can take over the conversation. The history stays on the customer record.

Channels and groups enabled by the company

In WhatsApp groups, Larissa only listens, except in the ones the company enables. Agents can be turned off by the account administrator.

Questions about customer service.

Yes. She tells the customer she is the company’s customer service AI agent and hands the conversation to a person when the customer asks.

She does not grant discounts, new payment dates, returns, or special terms, and does not answer a complaint on the team’s behalf. In those cases, she tells the customer that a person will reply and opens the ticket.

Larissa answers questions about orders, deliveries, invoice copies, and business hours, records what the customer asked for, and leaves the ticket open for the team. The ticket’s deadline follows the service hours the company defined.

WhatsApp, with one or more company numbers, and the website chat. Whatever the channel, the conversation stays on the customer or lead record.

In groups, she only listens. She replies only in groups the company adds to a closed list of enabled groups.

Whoever has customer service access, according to the access groups the administrator defined. Each person works in the companies and branches they have access to.

The history can come over in a data import done with our team, assessed case by case. In the demo, tell us where your customers and tickets come from.

See customer service at work, from message to ticket.

In the demo, we show a WhatsApp conversation with Larissa, the ticket opened with priority and deadline, and the person on the team who decides.

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