Automation agent · Customer support
Answers routine order questions on WhatsApp and hands the rest to your team
The support agent reads incoming WhatsApp and email messages, answers the routine ones from your order data and policies, and opens a ticket for everything else. Refunds, complaints and anything unclear go to a named person with the full conversation attached.
WhatsApp support, 14 Aug 2026
Hi, mera order #SK48213 abhi tak nahi aaya. 5 din ho gaye.
Namaste. Order #SK48213 Shiprocket par 'In transit' hai, Surat hub se 12 Aug ko nikla. Delivery 16 Aug tak expected hai. Tracking link: shiprocket.co/t/48213
Ok. Aur pichle order ka serum leak tha, uska kya?
Sorry to hear that. Kya aap leak ki ek photo bhej sakte hain? Main ise quality team ko bhej raha hoon.
Ticket #FD-2291 opened: damaged product, order #SK47760. Assigned to Neha (support lead) for replacement approval.
- Type
- Automation agent
- Team
- Customer support
- Connects to
- 6 systems, including WhatsApp Business API
- Limits
- 5 set, plus approvals
How it is done today
The work before the agent
A D2C skincare brand in Surat gets a few hundred WhatsApp messages a day, most of them asking where an order is or how to return a product. Two support executives copy order numbers into Shiprocket, paste the tracking link back and type the same return policy again and again. Angry customers wait in the same queue as simple tracking questions.
What the support agent takes on
Reads the message, in the customer's own words
Understands Hindi, Gujarati, English and Hinglish, picks out the order number or phone number, and works out whether the customer wants tracking, a return, an exchange or something else.
Answers routine questions from live data
Looks up the order in Shopify and the courier status in Shiprocket, then replies with the actual status and expected date. Return and exchange answers come straight from your written policy.
Opens a ticket with the context filled in
When a message needs a person, it creates a ticket in Freshdesk with the order, the customer's history and a one line summary, so nobody has to scroll through the chat to understand it.
Routes by topic and urgency
Damaged products go to the quality desk, payment issues to finance, and messages with words like 'consumer court' or 'fraud' go straight to the support lead.
How the work moves
A typical piece of work, stage by stage
- Step 1Customer writesWhatsApp, web, email
- Step 2Intent understoodIn their language
- Step 3Answer from your dataOrders and policies
- Step 4Handover if neededWith full context
- Step 5Closed and loggedWith sources
Where a person decides
Refunds, replacements above a value you set, complaints about product reactions and any angry or legal sounding message go to a named person, for example Neha, the support lead. The agent drafts a reply for her; she edits and sends it. Money and reputation decisions stay with your team.
Limits it works within
- Replies only from order data and the policy documents you approve
- Never promises a refund, discount or delivery date the data does not support
- Asks for the order number before sharing any order detail, and shows only the last four digits of a phone number
- Hands over to a person when the customer asks for one, at any point
- Every reply and handover is logged with the source it used
Connects to
Works with the systems you already use
Through APIs, exports or a custom connector our team builds. The exact list depends on your versions and setup.
- WhatsApp Business API
- Shopify
- Shiprocket
- Freshdesk
- Gmail
- Razorpay
Teams that use it
Questions
About the support agent
Will customers know they are talking to an agent?
Yes. The first reply says it is an automated assistant and that a person is available on request.
What happens when the agent is not sure?
It does not guess. It tells the customer a team member will reply, opens a ticket with the conversation attached and routes it by topic. You set how cautious it should be during setup.
Can it work outside WhatsApp?
Yes. The same agent can answer email, a chat widget on your website or messages inside your app. The policies and routing rules are shared, so answers stay consistent across channels.
Keep going
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WhatsApp support agents for Indian customers: Hindi, Gujarati and Hinglish
Indian customers write to brands in Hindi, Gujarati, English and every mix in between, often in Latin script. A useful agent handles those languages, looks up orders, follows WhatsApp's rules and hands over cleanly to your support team.
Learn moreSee it on your work
Bring one slow, repetitive process. We will show you an agent doing it.
A working session with someone who builds these every week.
Or get a ballpark proposal in two minutesWhat happens next
- Step 1A short call about one process and the systems involved
- Step 2A demo of an agent working on a version of your task
- Step 3A clear view of fit, approvals and what it would take