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Sendwo
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AI Customer Support Agent

Give customers a useful answer, even when your team is away.

Answer routine questions from your knowledge base, check live order details through connected tools, and pass complex cases to the right teammate in Sendwo.

Start freeBook a support automation demo

WhatsApp · Instagram · Facebook Messenger · Telegram · Web Chat

From the Sendwo customer community

Start with the questions you answer every day

Pick a common support topic, connect the information it needs, and test what happens when the customer asks for a person.

01

Connect a channel

Choose where the agent will answer and connect any store or system it needs.

02

Define what it can handle

Add your knowledge sources and specify which actions it can take in its system prompt.

03

Test and enable it

Try routine requests, missing details, and an escalation before sending real customer conversations to the agent.

See how the setup works

Knowledge-based replies

Give customers answers from the materials your team uses.

Attach help articles, policies, manuals, or product media. A customer can ask in their own words and get a response grounded in your support material.

  • Bring the right sources. Add written content, URLs, files, media, Google Sheets, or an API knowledge source. Add product images to Media so the agent can share them when relevant.
  • Reuse what you maintain. Attach one Knowledge Set to multiple specialists. Use each agent’s system prompt to define its role, when to ask for more details, and when to escalate.
Start building your support agent

Order lookups and integrations

Check the order before giving an update.

For an order-status question, ask for the details your workflow requires, then retrieve the order from a connected Shopify or WooCommerce store. Your agent can reply with the status returned by the lookup.

  • Set rules for store actions. Select the store before adding its actions. Choose which requests the agent can handle, such as order lookups or supported product recommendations, and when a teammate should review a refund or cancellation.
  • Connect a support system. Configure an HTTP API action to send a reply using returned fields, send a fixed reply, or call the system in the background.
Book an order support demo

Multi-agent routing

Give billing, sales, and support their own playbooks.

Run specialists on a connected account, each with its own prompt, knowledge sources, and actions. Use routing rules to choose who starts a conversation and transfer it when the topic changes.

  • Define who handles each request. Send product questions to Sales, invoice questions to Billing, and troubleshooting to Support.
  • Set escalation rules. Assign a named teammate or distribute work among a team role when a customer asks for a person or the issue falls outside the agent’s instructions.
See specialist routing in a demo

Shared Inbox

Give your teammate enough context to pick up the case.

Keep the messages and collected details in the same thread. Add a private note that explains the issue, assign the conversation, and set a reminder if someone needs to follow up.

  • Review the conversation. Teammates can see the transcript and available customer details, use the AI Assistant to summarize the issue, and review a suggested reply.
  • Control who replies. Join the chat and pause the bot or AI independently. Resume the relevant automation when your teammate is done.
Explore the Shared Inbox

Keep the case organized after the reply

Choose actions your team wants the agent to take as the conversation progresses.

Save useful details

Capture an order reference, plan tier, or preferred language in a custom field. Add or remove labels as a case changes.

Trigger the next step

Start a configured bot flow, add a contact to a follow-up sequence, or stop a sequence when it is no longer relevant.

Keep the queue useful

Mark a completed case as solved, skip irrelevant messages under your rules, and reserve blocking for clearly defined spam.

Compare Sendwo plans

How businesses use Sendwo

Customer stories from across the Sendwo platform.

Dhillon Dairy UK

Shares promotions and customer updates, and follows up with customers.

Dilbagh Singh

PamV Estates

Handles resort inquiries and booking questions with chatbot-assisted replies.

Philip Mensah, CEO

EZ35

Uses click-to-WhatsApp ads to start conversations and qualify leads.

Ingo Lederer

Aura International

Keeps students informed with class reminders and education updates.

Daren Hunt
View All Customer Case Studies

AI Customer Support FAQs

Which channels can I connect?

Configure support for WhatsApp, Instagram, Facebook Messenger, Telegram, and Web Chat. Available reply and handoff options depend on the connected channel and its rules.

Can the agent answer outside business hours?

An enabled agent can respond to incoming messages when the connected channel allows it. Set clear expectations about when a teammate will pick up an escalated case.

How do I tell the agent what it can do?

Write its role and boundaries in the system prompt. Type ## in the prompt editor to select a supported action, then choose the connected resource where required. Test with example questions and escalation cases before enabling it for customers.

Can the agent look up orders or handle cancellations?

Connect the store and configure its supported actions. For order updates, use the details returned by the lookup. Only enable cancellation where your store integration supports it and your policy defines when the action is allowed.

Can I use the same knowledge for several agents?

Yes. Attach a reusable Knowledge Set to the specialists that need it. Use a separate system prompt for each agent’s job and escalation rules.

What happens if the AI cannot answer?

Configure it to ask a clarifying question, transfer to an appropriate specialist, or assign the conversation to your team. An internal note can explain what the customer needs and what has already been checked.