← All use cases Customer service
Customer service: requests and complaints
A straightforward support flow: customers write in their preferred messenger, and an agent either resolves the request or passes it to the right colleague.
Incoming requests with one conversation open and a suggestion from project knowledge
How the process works
Step by step
- 1 The customer asks a question A Telegram bot or WhatsApp request enters the shared inbox
- 2 An agent reviews the request They see the customer’s history and context instead of an empty chat
- 3 The agent answers with guidance The response draws on project knowledge, guidelines, and previous decisions
- 4 Or creates a task If deeper work is needed, the agent creates a task and hands it to colleagues
- 5 The customer gets an answer The request is closed while its full history stays in the project
Another example
A WhatsApp complaint becomes a service task with an owner and deadline, while the customer stays informed.
We’re preparing a detailed breakdown with metrics and screenshots. The full version is coming soon.