Customers repeat their issue to every agent.
Keep message history and internal notes with the conversation.
For Support Teams
Resolve the question without losing the conversation.
Give support agents shared customer history, clear ownership, and internal notes so a handoff does not mean starting again.
See how the workflow works
- Best for
- Customer care, service desks, and account support
- Start with
- One request-to-resolution workflow
- What becomes clearer
- A shared record through every handoff
Is this your day-to-day?
What changes for your team?
Nobody is sure who should reply.
Assign an owner and use conversation status to track the request.
A resolved request has no follow-through.
Record the outcome and create a follow-up when another action is needed.
How it works
One request. Four clear steps.
Start with a focused journey, agree who owns each step, and test it before expanding.
- 01
Receive the request
Customer messages arrive in the shared inbox on the connected number.
- 02
Gather safe details
Ask for the issue and reference information, not passwords or OTPs.
- 03
Assign and respond
Give an agent ownership and keep escalation notes with the thread.
- 04
Record the resolution
Update the conversation status and create a follow-up if the issue needs another check.
A customer example
An account-access question, with context attached
See what your team collects, who takes responsibility, and how the next action stays connected.
Customer request
“I cannot access my account. Can someone help?”
- Issue: account access
- Reference: SR-1042
- Sensitive credentials: never requested
Illustrative scenario, not a live customer conversation. Actions depend on your configuration.
What your team does next
Assigned support agent- 01
Issue understood
The agent gathers a safe reference and the customer's description.
- 02
Context handed over
An internal note records checks already completed before reassignment.
- 03
Outcome recorded
The responsible agent replies and records whether another follow-up is needed.
The outcome to aim for
The next agent can see what happened without asking the customer to repeat it.
The tools behind the workflow
What helps you get it done?
Where does the customer history live?
The shared inbox keeps the message thread alongside customer context and internal notes.
Explore the support workspaceCan we prepare repeatable answers?
Use quick replies for common responses and approved templates where the messaging rules require them.
Explore response toolsWhat happens when a request needs another team?
Reassign ownership, add internal context, and record the next action. Automated routing depends on the rules you configure.
Map your handoff processBefore your first live conversation
What do you need to get started?
- 1
Choose the support number and agent access.
- 2
Agree conversation statuses, ownership, and escalation expectations.
- 3
Prepare safe information requests and common responses.
Live messaging requires a connected WhatsApp Business Account and applicable Meta setup and approvals. Workspace subscriptions and Meta messaging charges are separate. Custom integrations and automation need configuration.
Questions, answered
Make the next decision with confidence.
Practical answers about the workflow, setup, and what is not automatic.
Can agents leave notes customers do not see?
Internal notes are for teammates in the workspace and are separate from messages sent to the customer.
Are response-time guarantees included?
Response expectations depend on your staffing and processes. Review available reporting and any service commitments with the team; this page does not promise an SLA.
Can automation resolve every request?
No. Configure automation for repeatable actions and keep an agent available for ambiguous, sensitive, or escalated requests.
Do we need a separate number for each agent?
Agents can work from the shared connected business number, within your plan and workspace permissions.
Another team involved in the journey?
Your next step
See a workflow built around support teams.
Bring your use case, source systems, and team requirements. We can walk through the setup and the next steps.