Customer service in one place
The agent answers the questions you have published and passes complaints, payments and exceptions to your team, who pick them up in one inbox with a status and an owner.
Customer service
Help desk software, or customer service software, gathers enquiries in a single place so the team can share them out, answer them and know which ones are still open. In Aipiter that place is WhatsApp: messages come into a shared inbox, the AI agent answers what it can with what has been published, and every conversation that passes to the team is marked «Needs attention», «In progress» or «Resolved», with the name of the person handling it.
The journey of an enquiry
This is how the agent and the people on your team share the work.
Every message reaches the inbox the team shares. The «Conversations» list shows which ones the agent is handling, with «AI active», which ones a person has, with «Team», and which have the AI paused.
A complaint, a receipt or a request to speak to someone puts the chat in «Need attention», and the customer receives a fixed text telling them the team will carry on with them.
Whoever picks it up with «Take conversation» handles it from the inbox. When they finish, «Resume AI» hands the chat back to the agent and marks it as «Resolved».
What keeps customer service in order without tickets or spreadsheets.
The «Conversations» filter separates «Need attention», «In progress» and «Resolved». Opening a chat shows its «Assignee», or «Unassigned», with the contact, the channel and its latest activity.
Cancelling a service, a complaint, a receipt, a refund, an exception, asking for a person and asking for no more messages. Add the topics in «Always hand over to a person» and anything its tools cannot solve.
When it hands over, the server sends a fixed text saying the request is now with the team so they can carry on with the customer. No deadlines, and no promises someone then has to keep.
«Take conversation» puts your name as assignee and withdraws any agent replies that had not gone out yet. When you finish, «Resume AI» hands the chat back to the agent, which only answers what arrives from then on.
What the team writes goes through «Waiting to send», «Sending» and «Accepted, delivery pending», and afterwards it says if it has been delivered and read. A doubtful send is marked «Unconfirmed send; do not resend».
Five roles, from owner to «Read only», decide who sees and answers what. Signing in takes the six-digit code sent by email and the one from the authenticator app on the phone.
Shared phone versus inbox
Classic help desks were born with email: each enquiry is a ticket with a number, a queue and a deadline. On WhatsApp nobody opens a ticket; the customer writes in the same chat as always and expects a reply right there. Aipiter organises those conversations as they arrive: every chat has a status, an assignee and the customer’s record alongside it.
The agent replies using «My business», the catalogue and the verified policies, and prepares bookings the customer accepts with a button; the set-up is explained in WhatsApp assistant. The team keeps whatever needs judgement: complaints, payments, refunds, exceptions and any chat where the customer wants a person.
Calls to the business come in through the AI receptionist, which replies with what is published and leaves a note of each one next to that customer’s chats. Anything colleagues need to discuss about a case goes through the internal chat.
At an academy, anything to do with payments reaches whoever handles them, and teachers work with the «Customer support» role. At a salon or beauty centre, complaints go up to whoever runs the salon; at a gym, cancellations are always handled by a person; in physiotherapy and psychology, the agent handles the admin and the rest belongs to the team.
Yes: it brings conversations into a shared inbox, gives them a status and an assignee and lets the agent answer what is published. Instead of tickets, every chat has the customer’s record alongside it.
For seven fixed reasons (cancelling a service, a complaint, a receipt, a refund, an exception, asking for a person and opting out of messages), for the topics in «Always hand over to a person» and for anything its tools cannot reach.
Yes. The agent’s notice reminds them from the start, and writing it is enough for the chat to go to the team.
A person looks at it: the chat goes to the team’s queue and the customer receives a fixed message explaining so.
No. When the conversation is taken, from the panel or from the inbox, it stops answering there and withdraws anything it had waiting to send.
Yes, with a «Follow-up» attached to their record: title, date, time and assignee. It shows up in «My tasks», and when it is done, it is marked «Completed».
Yes. The phone is covered by the AI receptionist, which uses the same published data; the team then reads each call, summarised, in the customer’s conversation.
We show you the inbox, the handoffs and the roles with chats similar to your business’s own, and agree with you the topics a person must always handle.
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