Ecommerce support
Handle a missing delivery.
Ask for the order reference and check the shipping status. If tracking is unclear, assign the chat and set a reminder to update the customer after checking with the carrier.
Sendwo for Customer Support Teams
Run WhatsApp support from a shared inbox. Let a chatbot answer common questions and collect details, then give your team the conversation history when a customer needs a person.
Applicable WhatsApp messaging fees are billed separately by Meta.
Franchise outlets
01 / Bring conversations together
A delivery question arrives on WhatsApp, a return request comes through Instagram, and a visitor asks for help on your site. Bring your connected channels into the shared inbox so agents can read the conversation and respond where the customer wrote in.
02 / Automate common requests
Start with requests your team answers every week, such as opening hours, delivery timelines, or how to start a return. Use a chatbot flow for predictable questions. Add your help articles and policy documents to an AI agent’s knowledge set for questions customers phrase in different ways.
Decide when the conversation needs a person. For a return exception, the bot can collect the order reference and hand off the chat so an agent can review the request.
03 / Hand off with context
Assign an unresolved conversation to a teammate. Add a label such as Delivery issue or Billing, then leave an internal note with what the customer needs, what’s been checked, and what happens next.
When the answer depends on another team or a carrier, set a follow-up reminder. The next agent can see what was promised and continue from the same conversation.
04 / Keep customers informed
Connect Shopify or WooCommerce for supported order events, then set up a message for the updates customers need. Share the tracking link when it’s available. If a customer writes in first, the bot can ask for an order reference and use the connected store to look up the status.
For appointments, send the booking details and a reminder. When messaging outside WhatsApp’s 24-hour customer service window, use an approved template and follow Meta’s consent rules.
Support playbooks
Ecommerce support
Ask for the order reference and check the shipping status. If tracking is unclear, assign the chat and set a reminder to update the customer after checking with the carrier.
Appointments and services
Send a reminder with the booking details. When someone asks to reschedule, collect their preferred time and hand off the request to the booking team when needed.
Billing support
Collect the invoice reference and a short description of the issue. Assign the chat to billing and leave an internal note so the customer can get an answer in the same conversation.
Shares promotions and customer updates, and follows up with customers.
Dilbagh Singh
Handles resort inquiries and booking questions with chatbot-assisted replies.
Philip Mensah, CEO
Uses click-to-WhatsApp ads to start conversations and qualify leads.
Ingo Lederer
Keeps students informed with class reminders and education updates.
Daren HuntCustomer support FAQs
Compare plans for your team and check how WhatsApp messaging charges are billed.
Yes. Connect the number to Sendwo and give agents access to the shared inbox. Assign conversations and use internal notes to make ownership and the next step clear.
Configure a handoff for requests that need judgment or when a customer asks for a person. The team can pick up the conversation in the shared inbox and review what the customer already shared.
Yes. Connect WhatsApp, Instagram, Facebook Messenger, Telegram, and Web Chat. The reply and automation options available depend on the channel and its rules.
With a supported store integration, configure the order updates you want to send and the information the bot can look up. Give customers a route to your team when tracking is unclear or an order needs review.
Outside the 24-hour customer service window, use an approved template and follow Meta’s consent rules. An internal reminder can tell an agent when the follow-up is due.
Your Sendwo subscription and applicable Meta messaging fees are separate. You pay Meta’s published WhatsApp messaging charges directly to Meta, with zero Sendwo markup on those charges.