What it does
- Answer opening hours, prices, availability, policies and "how do I" questions from your information.
- Acknowledge enquiries after hours so customers know they were received.
- Route booking, order, return and complaint messages to the right team member.
- Follow up on email conversations that were not answered.
- Keep a history of every message and action.
How it works
- Connect your channels: WhatsApp Business numbers through the Meta WhatsApp Cloud API, and your shared mailbox through ERA.
- Describe in plain language the kinds of enquiry you receive and what should happen to each: reply, forward to a person, or both.
- Add your business information, and for knowledge-heavy answers attach a knowledge base, so the agent answers from facts you provide.
- Send test messages, set a fallback for anything that matches no route, then enable the workflow and review every message in the execution history.
Who it is for
Consumer-facing businesses: travel and hospitality, retail and e-commerce, clinics, schools and colleges, salons and services, and real estate.
Control and safety
You decide what is automated. Each route can reply, forward the enquiry to a person, or do both, the agent can only use the destinations you saved, and every message and action is kept in the execution history so your team can review it.
Frequently asked questions
Can it check an order or booking?
Only if you connect a data source or endpoint the agent can use. Otherwise it forwards order and booking questions to your team instead of guessing.
Which channels does it work on?
WhatsApp through the Meta WhatsApp Cloud API on your WhatsApp Business numbers, and email through the ERA email routing workflow on your shared mailbox. They are separate workflows, each with its own setup and execution history, and you can run both.
Does the agent replace my team?
No. It handles the repetitive first response and sends real enquiries to the right person with the details attached. Anything that needs judgement, such as a custom price or a complaint, is forwarded to your team.
Also known as
B2C Enquiry Automation also covers what people search for as:
- B2C Customer Support Automation
- Consumer Enquiry Management
- Customer Query Automation
- Retail Enquiry Response
- Customer Service Automation