Solution
WhatsApp for customer support teams
Customers already message businesses on WhatsApp, whether or not the business is ready for it. Usually the number sits on one phone at the front desk. Messages pile up, two people answer the same customer or nobody does, and when that staff member is away the history goes with them. There is no way to see what is still open.
ChatFlow is a WhatsApp Business API platform that turns the support number into a shared inbox for the team. A chatbot answers routine questions and passes the rest to agents. CRM+ keeps the customer's record, so the person replying can see who they are speaking to and what is pending.
A shared inbox for one number
Multi-agent Support lets several staff work the same WhatsApp number from the ChatFlow dashboard, and Agent Live Chat gives each of them the conversation in a browser instead of on a shared handset. Conversations stay with the business, not on an individual's phone.
Chatbot first, agent when needed
The no-code Chatbot Builder lets your team set up replies for common questions such as opening hours, service status or how to raise a complaint, without writing software. When the customer needs a person, the bot hands the chat to Agent Live Chat with the conversation so far attached.
Customer context and follow-up in CRM+
ChatFlow offers CRM Sync, and CRM+ lists WhatsApp Integration alongside Lead and Contact Management. Agents can see the contact behind a message, and Task and Activity Tracking records what was promised. Analytics and Reporting in ChatFlow shows message volumes and how conversations are being handled.
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FAQ
Common questions
Can several agents use one WhatsApp number for support?
Yes, through the WhatsApp Business API. ChatFlow provides Multi-agent Support, so a team can answer customers on a single number from one dashboard.
What is the difference between the WhatsApp Business app and the API?
The app is designed for one phone and a small team. The API is meant for software platforms such as ChatFlow, which add a shared inbox, chatbots, templates and reporting.
Can we message a customer first on WhatsApp?
Business-initiated messages must use a template approved by WhatsApp, and the customer must have opted in to hear from you. Replies inside a conversation the customer started can be written freely by the agent or the chatbot.
Can a chatbot handle support on WhatsApp?
A chatbot can answer routine questions and collect details before an agent joins. ChatFlow's Chatbot Builder needs no coding, and chats the bot cannot resolve are handed to a live agent.