For customer support
Use approved documents and knowledge sources in a WhatsApp flow, then route the questions that need a person into the operations inbox with their full conversation context.
Capabilities
Ground answers in the documents you upload, so the bot replies from your approved policies instead of inventing them. A question your sources don’t cover takes the fallback route to a human rather than a guess, and costs nothing.
Escalate a conversation to a ticket in the operations inbox when it needs a person, without losing the conversation context.
Review the message transcript in the operations workspace, including older messages when they are available.
Track handoff rate, knowledge deflection, and conversation completion to see how the support journey is moving.
How a flow looks
Let the flow answer routine questions from the sources you control, then give a person the history they need for the next step.
Question
The conversation begins in WhatsApp with the question the customer needs answered.
Knowledge
A knowledge step can answer from the documents and business information you have added.
Handoff
When the flow needs human judgment, it creates a ticket in the operations inbox with the conversation context.
Review
Use the support metrics and the conversation history to inspect where the flow answered, handed off, or completed.
Start with approved knowledge, test the conversation in the simulator, and choose the handoff point that fits your operation.