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CUSTOMER SUPPORT & EXPERIENCE

Faster answers, happier customers.

An AI agent on WhatsApp and RCS answers first, requests go to the right person, and agents can call customers on WhatsApp when a chat isn't enough.

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AI SUPPORT AGENT

One AI agent, on WhatsApp and RCS.

Build your support agent once and deploy it on WhatsApp and RCS. It answers questions, runs support flows and hands the chat to your team when a person is needed.

Answers in seconds, any time of day

Customers get help in the app they already use, without waiting in a queue or searching your website.

Trained on your content. Help articles, policies, order details and FAQs.

Support flows with buttons. Common requests are solved in a few taps.

Same agent, two channels. One setup runs on WhatsApp and on RCS in the default messaging app.

Smooth handover. The right agent takes over with the full conversation in front of them.

Order status

Returns and refunds

Account help

Service requests

Agent handover

Urbanleaf

Customer support

WE'RE HERE TO HELP

Orders, returns, account

RCS

AI agent

Hi there! Welcome to Urbanleaf. How can I help you today?

Help with my order

Talk to an agent

Ask buttons

Happy to help with that. What do you need?

Where is my order?

Change delivery address

Return an item

Agent handover

Connecting you to our support team. Someone will reply in a few minutes.

Assigned to Customer Support

TICKETING

Every request tracked, until it's solved.

Turn conversations into tickets, route them to the right person automatically and see the status of every request in one place.

Team settings · Customer Support

Ticket assignment

Assignment strategy *

Round robin

▾

Round robin

Manager

Resource view *

User view

▾

Tickets

3 open today

#20418

Order not delivered

Asha · round robin

Open

#20417

Refund for damaged item

Vikram · assigned by manager

Pending

#20415

Change delivery address

Neha · round robin

Resolved

Route each ticket to the right person

Set up a team for each queue and choose how its tickets are shared out.

Tickets from conversations. Create a ticket from a chat with the full history attached.

Round robin. New tickets are shared evenly across the team, so no one is overloaded.

Manager assignment. A team manager picks the right agent for each ticket.

Every status in view. See what's open, pending and resolved, and who is working on it.

Round robin

Manager assignment

Teams

Internal notes

Ticket status

WHATSAPP BUSINESS CALLING

From chat to call, in one tap.

When a conversation needs a voice, ask for permission in the chat, then call the customer on WhatsApp from your verified business number.

Ask first, then call on WhatsApp

Customers stay in control, and your agents reach them on an app they trust instead of an unknown number.

Ask in the chat. Send a call permission request at the right moment in the conversation.

Customer allows calls. One tap gives your business permission to call them.

Call from the inbox. Agents start a WhatsApp call from your business number, with the chat open beside them.

Everything in one thread. The call and its outcome are saved to the conversation.

Call permission request

Business-initiated calls

Verified business number

Call logs

Urbanleaf

✓ Verified business

Today

The planter arrived cracked.

16:02 ✓✓

Sorry about that, Riya. Can our support team call you on WhatsApp to sort it out?

☎

Call permission request

Urbanleaf would like to call you on WhatsApp.

16:03

Allow calls

Not now

You allowed calls from Urbanleaf

WhatsApp business call

Urbanleaf

✓ Verified business

01:24

Asha from Customer Support

Mute

Speaker

End