Customer Support 360°
AI Assistant for WhatsApp
When customers write to you on WhatsApp, Customer Support 360° understands the message, finds the answer in your own help content, opens a support or fault ticket if needed and passes anything it can't resolve to your team with the conversation history.
In short
An AI assistant for WhatsApp reads and answers the messages that reach your business's WhatsApp line as customers actually write them, instead of through menu options. At Callibee this is done by Customer Support 360°: it works from the same sources and rules it uses on phone, live chat and email, doesn't guess when the answer isn't in your sources, and hands requests that need a person to your team.
How the workflow runs
A WhatsApp message goes through the same workflow as a phone call; only the channel changes.
- 1The customer writes to your WhatsApp line, and the assistant understands the request from their own words.
- 2It finds the answer in your own sources, such as your help centre, FAQs and policies, and doesn't guess when the answer isn't there.
- 3If needed, it opens a fault or support ticket in your CRM or helpdesk, updates an order or schedules a follow-up.
- 4It hands requests that need a person, or that it can't resolve, to your team with the conversation history and a summary.
- 5Every conversation is recorded, and the QA Engine reviews WhatsApp conversations against the same criteria as calls.
Related articles
These articles cover data protection and going live when you bring AI into customer communication.
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Frequently asked questions
How is an AI assistant for WhatsApp different from a WhatsApp bot?
Classic bots work with menu options and keywords. Customer Support 360° understands free-text messages, finds the answer in your own sources and takes the request all the way to opening or updating a ticket, or handing it to your team.
Which systems does it work with?
It connects to your help centre, FAQs, policies, CRM and order system. We agree the integration scope with you during setup.
Is it the same assistant on phone and live chat?
Yes. It works with the same sources and rules on phone, WhatsApp, live chat and email, so customers get the same answer whichever channel they use.
What does the assistant do when it doesn't know the answer?
If the answer isn't in your sources, it says so and passes the conversation to your team instead of guessing.
Can it send marketing messages on WhatsApp?
This page covers support conversations that customers start. Marketing and promotional messages need the recipient's prior consent under Turkish and EU rules. We plan such messages with you only when the required permissions are in place.
Where is the data stored?
Conversation data is stored and processed in data centres in the European Union, encrypted in transit with TLS and at rest. Details are on our Security and data page.
How long does setup take?
Once we agree the scope, setup usually takes a few weeks and starts with a pilot on a customer segment you choose.
Let's design the workflow for your WhatsApp line
We review your current WhatsApp messages and sources and agree which requests can be resolved automatically.