WhatsApp support groups for customers and clients
B2B teams often give each client a WhatsApp group with the account manager and support staff in it. It is fast and personal, and it is easy to lose a request in a long thread. An AI number in the group helps you see what is open.
Why support groups are hard to manage
- Requests, answers and thanks are all mixed in one thread.
- Nobody owns a request until someone replies.
- Managers cannot see response times across many client groups.
What you can do
Group management for teams is part of the Scale plan.
- Get a daily digest per client group: requests raised, answered and still open.
- Stream messages to your own helpdesk or sheet with webhooks and create tickets from them.
- Post scheduled updates to clients, such as maintenance windows.
Keep clients comfortable
Tell clients that the group is monitored for support quality, and use a company number so conversations stay with the business when staff change.
Frequently asked questions
Can it create tickets?
Not on its own. Send group messages to your helpdesk through webhooks and create tickets there. We can also build that flow for you: email [email protected].
Does this replace a shared inbox?
No. The shared inbox covers one-to-one customer chats. Group tools cover the shared client groups.
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