Capture inbound messages
Receive WhatsApp conversations in real time and map them into your support workflow.
Support teams
Customer Support Automation
Automate FAQs, triage inbound questions, and route complex issues to the right human queue without making WhatsApp feel robotic.
At a glance
24/7coverage with automations
Help desks and support opsBest fit
- Auto-reply to repetitive questions with reusable flows and templates.
- Send conversations to the right queue by region, language, or issue type.
- Escalate edge cases to agents with webhook-driven handoffs.
Workflow
How the use case works in practice.
Each step maps cleanly to a WazzAPI integration pattern — send, receive, route, and measure.
Classify and route
Use business rules or bots to send each conversation to the right queue or operator.
Escalate intelligently
Keep simple issues automated while routing exceptions to human agents with context attached.
Ideal for
Teams and workflows that benefit most.
Use this as a starting point, then tailor the implementation to your stack and operators.
Ideal for
Customer support
Combine WazzAPI’s API, webhook events, and operational tooling to make this workflow production ready.
Ideal for
After-sales operations
Combine WazzAPI’s API, webhook events, and operational tooling to make this workflow production ready.
Ideal for
Support teams using CRM or ticketing tools
Combine WazzAPI’s API, webhook events, and operational tooling to make this workflow production ready.
Related
Explore other use cases.
These nearby workflows are often implemented by the same teams.
Operational updates
Real-time Business Alerts
Use WhatsApp for high-priority operational alerts when speed and visibility matter more than inbox placement.
Read use caseAI workflows
AI-Powered Virtual Assistants
Put AI assistants on WhatsApp with a reliable messaging layer, webhook events, and clean escalation back to people.
Read use caseSales funnels
Dynamic Lead Nurturing
Build a WhatsApp-first lead funnel with personalized follow-ups, timing control, and CRM-friendly workflows.
Read use caseReady to put this use case into production?
Use WazzAPI to wire the messaging layer quickly, then plug it into your internal systems and workflows.