24/7 AI Customer Support

Results you can expect

• Can reduce the volume of requests handled manually
• Answers recurring questions around the clock
• Makes escalating complex cases to your team easier
• Contributes to satisfaction and loyalty
• Lets your team reply to the customer from the ticket, on WhatsApp or by email

How it works

1. Your customers reach you on the channel of their choice. On WhatsApp, once your WhatsApp Business number has been connected by the CPX team; from your website, through the chatbot’s “Contact support” button (if you also use the Website Chatbot) or a contact form you create from your client area; or by email, to an inbox you set as a “support” inbox from your client area. Your team can also log a request from your client area.
2. The assistant learns about your business. Add your frequently asked questions, terms of sale, opening hours or procedures (PDF, Word, Excel, CSV or text, up to 20 MB per file): for common questions, the assistant relies on these documents and replies on behalf of your company.
3. Every WhatsApp message is sorted. The AI classifies it (common question, after-sales, billing, sales or urgent) and assigns it a priority. Messages from the same customer within a week join the same ticket, and the assistant takes the ongoing conversation into account. Requests coming from the chatbot, the contact form or email are passed on to your team as they are, with no automatic reply.
4. Immediate reply or hand-over. When the AI is confident enough in its answer and the request is not urgent, it replies right away. Otherwise, it lets your customer know that the request has been passed on to your team.
5. Your team replies from the ticket. On WhatsApp, within 24 hours of the customer’s last message (a WhatsApp rule); otherwise by email, if the customer left their address. Before you write, your client area shows which channel the reply will go through.
6. Follow-up for every request. Each ticket has a number and an age, and your team records its follow-up notes on it. A deadline is calculated from the priority and shown on the ticket, flagged once it is overdue.
7. A summary of the last 7 days. Tickets handled, automatic replies, requests handed over and breakdown by channel, available at any time.

Use cases

• Retailer: add your opening hours and return policy, and let the assistant answer common questions on WhatsApp in the evening.
• Tradesperson: no message received while on a job goes unanswered, as every request becomes a numbered ticket.
• Sole trader: see at a glance what was handled without you and what is waiting for your reply.
• SME: tell urgent issues apart from common questions, and keep track of who did what thanks to follow-up notes.

Frequently asked questions

Does the assistant reply on behalf of my company?

Yes. It presents itself as your company’s customer service, with the tone and signature you set in your settings.

What does it do if the answer is not in my documents?

It is instructed not to make up information (prices, lead times, availability, procedures): it says so and offers to pass the request on to your team. Like any AI, it can still make mistakes; the history of every ticket remains available.

How is WhatsApp set up?

Your WhatsApp Business number is connected by the CPX team during deployment. The assistant replies to text messages; a photo, voice message or document is passed on to your team, and your customer receives an acknowledgement.

Is my team notified when a request is handed over?

It is an option you can switch on in your settings: your administrators then receive an email for each hand-over, and your customer receives an acknowledgement if they left an email address. In any case, the request appears in your list of tickets.

Does the module add a form to my website?

Yes, if you wish: you create it from your client area, which gives you the code to paste on your website. Every submission becomes a ticket, and the form is protected against bots. To chat live with your visitors, there is a separate module, the Website Chatbot: when it is active, it also offers them to contact your support.

Can I receive requests by email?

Yes, if you use the AI Email Assistant: from your client area, you set one of your connected inboxes as a “support” inbox. Every email received there becomes a ticket, and replies within the same conversation join the same ticket. This inbox never sends an automatic reply; auto-replies, bounces and mailing lists are ignored.

Can I reply to my customers from the platform?

Yes, from the ticket: on WhatsApp within 24 hours of the customer’s last message, or by email if they left their address. Outside these cases, your client area tells you so and the reply is not sent.