What does support automation cover?
- Triage: categorise and prioritise incoming tickets and messages across WhatsApp, email and chat.
- Drafted answers from your approved help content, for agents to review and send.
- Automatic answers only for low-risk categories you approve, such as order status or opening hours.
- Instant escalation of sensitive or unclear cases.
- Shift handover summaries for teams covering long hours.
- Weekly review of what the agent escalated and why.
Why do drafts beat fully automatic replies at the start?
Drafts give your team speed without risk. Agents review and send with one click, and their edits show where the source content or prompts need work. After a review period, categories that consistently need no edits can move to automatic replies, deliberately and in writing. See the worked triage example.
What must always reach a person?
Complaints, refunds and billing disputes, legal threats, health or safety concerns, privacy requests, and any customer who asks for a human. These are hard stops in every support agent we build.
How do you measure whether support automation is working?
Measures your team can count: time to first response, share of tickets correctly triaged, how often drafts are sent without edits, and escalations that were correctly flagged. We don't quote generic savings. Use the time-saved calculator with your own numbers.
Which helpdesks and channels do you work with?
WhatsApp Business Platform, email, website chat and helpdesks such as Zendesk, Freshdesk, Intercom and HubSpot Service, via their APIs.
How do you start without disrupting the team?
We begin in "shadow mode": the agent triages and drafts, but nothing reaches customers until a person sends it. The team keeps working as usual while we compare the agent's tags and drafts with what they would have done. Only once both sides trust the output do we switch on automatic replies for approved categories.
The agent drafts, routes and escalates. A person decides. Before anything is built we write down what the agent may do alone, what needs approval, and when it must stop and hand over with the full context attached.
How is the agent team put together?
Every team we build uses the same architecture: a team lead agent that plans and assigns work, specialist agents with narrow jobs and permissions, a shared task board where every task and approval is visible, tools and connectors limited to what each agent needs, scheduled routines for recurring checks and reports, and approval gates wherever money, customers, data or irreversible changes are involved. Every action is logged, live systems are backed up before edits, and a daily summary arrives in chat so a person always knows what happened.
It is the same pattern we use in-house for our 14-bot SEO team, ads agent and site ops agent on the owner's own businesses (in-house systems, not client results). For a new team we start small, usually a specialist, a reporter and the team lead, and add agents only once the first ones are trusted. See how we build agent teams and real in-house use cases.
What should you prepare before talking to us?
You don't need a technical brief. A useful first conversation needs only a few things, and gathering them is valuable even if you never work with us:
- The process in plain words: what triggers it, who does what, and where it usually goes wrong.
- Rough volumes: how many messages, orders, tickets or invoices per week. A one-week tally is enough.
- Your tools: WhatsApp app or API, CRM, sheets, accounting or helpdesk software, including versions or plans where you know them.
- Three real examples: typical messages or cases, plus one awkward one, with personal details removed.
- What must never happen: the mistakes that would hurt most. These become the first lines of your stop rule.
- An owner: the person who will review the workflow once it runs.
Send these on WhatsApp or by email, or run the pilot scorecard first.
How do you know whether the pilot worked?
We agree the success measure before building, and it should be something your team can count without a dashboard project. Typical measures include the share of enquiries logged the same day, time to first response, the number of follow-ups that actually happened, hours spent on the task per week, or the number of escalations that were correctly flagged. We count the baseline before launch (even by hand for a week) and again after a few weeks of running.
We also review the qualitative side with the people involved. Do they trust the drafts? Are handovers arriving with enough context? Are customers asking for a person more or less often? A pilot can hit its number and still need tuning, or miss it and teach you something important. Either way, the decision to keep, tune, expand or stop is yours, made on evidence. We don't publish generic success figures, because results depend on your process, volumes and team.
How does a pilot with us work?
Every engagement follows the same four steps. Consult: you walk us through the process, the tools and where it breaks. Pick the pilot: we choose one workflow and write down its inputs, outputs, tools, stop rule and success measure. Ship: we build it into the tools you already use and test it on real cases. Review: your team checks what the agent did and what it escalated, then decides whether to tune it, expand it or stop. Read the full pilot process.