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General Business · Support

Customer Support & Triage

Sort support requests by topic and provide approved first steps before a specialist responds.

For general business teams handling support conversations.

Requires integration
Discuss this workflow →

What this chatbot helps with

  • Sort support requests by topic and provide approved first steps before a specialist responds.
  • Clarify affected service before the team follows up.
  • Organise issue summary, existing reference if available into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about customer support & triage.
Which product or service needs help?
I’m enquiring about affected service. Could your team help me understand the options and process?
What happened when you tried to use it? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    Which product or service needs help?

  3. 03

    Captured details

    Affected service · Issue summary · Existing reference if available

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Affected service
  • Issue summary
  • Existing reference if available

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Business hours and holiday closures
  • Team responsibilities and contact routes
  • Approved services, locations and FAQs
  • Approved answers to “Which product or service needs help?” and “What happened when you tried to use it?”
  • A named team responsible for customer support & triage enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Ticket creation and live case status require a helpdesk connection.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Repeated failure, a disputed resolution or possible account compromise.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and repeated failure, a disputed resolution or possible account compromise.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about customer support & triage

What does the team need from the first conversation?

Start with affected service and issue summary. Collect the other suggested details only if they help the next action. What happened when you tried to use it?

Can it complete this request automatically?

Ticket creation and live case status require a helpdesk connection. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Repeated failure, a disputed resolution or possible account compromise. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your general business process. Which product or service needs help? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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