Support

WhatsApp Business AI Automation

Automate WhatsApp Business conversations with AI-powered support, template messages, and governed responses — for the 2B+ users on the world's largest messaging platform.

Das Problem

WhatsApp is the primary communication channel in India, Brazil, Southeast Asia, and much of Europe and Africa. Businesses receive thousands of messages daily but the WhatsApp Business API requires template-approved messages for outbound and has strict formatting rules. Manual support doesn't scale. Generic chatbots send canned responses that don't match the conversational nature of WhatsApp.

Die Loesung

JieGou's WhatsApp Business integration connects via the official API and handles inbound messages with AI-powered workflows. Messages are triaged by intent and urgency. Knowledge-base-grounded responses answer FAQ questions in real time. Template messages are used for outbound follow-ups (as required by WhatsApp policy). Every interaction is governed by confidence thresholds and audit trails.

Workflow-Schritte

Receive WhatsApp Message

Rezept-Schritt

Webhook receives the message from WhatsApp Business API. Media attachments (images, documents, voice) are processed alongside text.

Intent Classification

Rezept-Schritt

AI determines the customer's intent — product inquiry, order status, support request, complaint, or general question. Supports multilingual messages.

If support request

Bedingung

Routes support requests through the AI support pipeline. Sales inquiries go to the sales team. Complaints trigger escalation workflows.

Generate AI Response

Rezept-Schritt

Retrieves relevant context from knowledge bases using RAG. Generates a WhatsApp-formatted response respecting character limits and rich formatting (*bold*, _italic_, ~strikethrough~).

Escalation with Context

Freigabe-Gate

Complex cases are escalated to human agents in the unified inbox. The agent sees full conversation history, customer profile, and AI-suggested responses.