One queue, not a second inbox
WhatsApp tickets sit next to email and chat with the same statuses, owners and priorities, so nothing lives in a phone somebody has to remember to check.
Channel
A WhatsApp helpdesk that works like the rest of your queue.
In India a large share of customer support arrives on WhatsApp, and it usually lands in a shared phone nobody can report on. Rezolo Desk turns those messages into tickets in the same queue as email, chat and portal requests, with one history per customer.
What a WhatsApp helpdesk actually needs to do
Answering on WhatsApp is easy. Running support on it is not. The problems are ownership, history and reporting: who is handling this, what has this customer asked before, and how many of these did we get last week.
One history per customer
A customer who messages on WhatsApp and follows up by email keeps a single thread, so an agent is never answering half a conversation.
Media comes with the message
Photos, screenshots and documents attach to the ticket, which matters when the fastest description of a problem is a picture of it.
Approved templates
Stored templates can be sent against a ticket, which is how you reopen contact within WhatsApp's own rules.
Sorted on arrival
Each message is classified by category and priority and routed to the right owner as it lands, not when somebody gets to it.
Grounded drafts, agent approved
Routine questions get a reply drafted from your verified knowledge with the source attached. An agent approves it before it goes out.
How it works
The same engine that handles email and chat handles WhatsApp. There is no separate bot to train and no second place to look.
- 01
The message arrives
Your WhatsApp Business number is connected to the workspace. Incoming messages reach Rezolo Desk on a webhook and open or update a ticket, with media and the full thread attached.
- 02
It gets sorted
The request is classified by category and priority and routed to the right team or agent automatically, in the same pass as every other channel.
- 03
An answer is drafted
For routine questions, Rezolo Desk searches your knowledge base and drafts a reply that cites the article it used. If nothing in your knowledge covers the question, it goes to an agent rather than getting a guess.
- 04
An agent approves and replies
The agent reviews the draft, edits it if needed, and sends. The customer gets the answer in WhatsApp, in the thread they were already in.
Who runs support on WhatsApp
Mostly teams whose customers were already there. E-commerce and D2C brands fielding order status, returns and address changes. Education institutions fielding fee, admission and certificate queries from parents and students. Both see the same pattern: a small set of questions making up most of the volume.
More detail by sector: e-commerce support and education support.
WhatsApp helpdesk questions
- How does a WhatsApp message become a support ticket?
- Rezolo Desk receives the message on a webhook from your WhatsApp Business provider and opens a ticket with the full thread attached. The customer keeps chatting in WhatsApp; your team works the ticket in the shared queue alongside email and chat.
- Does a customer who switches from WhatsApp to email start a new ticket?
- No. Channels land in the same queue with one history per customer, so a request that starts on WhatsApp and continues over email stays one conversation with one answer.
- Can agents send WhatsApp template messages?
- Yes. Approved templates are stored in the workspace and an agent can send one against a ticket. This is what lets you reopen contact outside WhatsApp's customer service window, which is a rule WhatsApp enforces rather than something Rezolo can bypass.
- Does it handle images and documents sent over WhatsApp?
- Yes. Media arrives with the message and is attached to the ticket, so a photo of a damaged item or a screenshot of a payment sits with the rest of the thread.
- Does the AI reply to WhatsApp messages automatically?
- No. Rezolo Desk drafts a reply grounded in your own knowledge base and an agent approves it before anything is sent. Rezolo Desk does not send unattended AI replies to customers on any channel.
Want the full product picture? See everything Rezolo Desk does, or read how grounded AI works.
Talk to us
Have a support queue you want to fix? Write to us.
Reach out at hello@rezolo.in. We will understand your requirements first, then guide you on the commercials.