For support teams
Support your customers where they already are
Your customers would rather send a WhatsApp than wait on hold. Custoz lets the AI answer what it's sure of, routes the rest to the right agent, and keeps a record of every promise your team makes.
Support desk · Today
Opening hours on Sunday?
Answered by AI from the knowledge base
Refund not received
Handed to Neha · billing
Ticket #1043
App crash after update
Callback · 15:30–16:00
Booked from the chat
Every chat has one owner — AI or a person
Everything a support desk needs, in one inbox
AI that answers from your own docs
Replies are written from your knowledge base, so the AI repeats your policies instead of making them up.
Hand-off with the history attached
When a customer asks for a person, or the AI isn't sure, the chat moves to an agent who sees everything said so far.
Routing that respects skills
Chats go to agents who know the topic, to the person the customer spoke to last, and to whoever has room.
Tickets for the slow problems
Open a ticket from the chat with a numbered reference, comments and a status your customer can follow.
Callbacks inside business hours
Customers pick a slot from a WhatsApp form, and the call goes to an agent with the right skills when it's due.
Ratings when the chat ends
Close a chat and send a quick rating form, so you see how each conversation went.
Waiting for an agent
Ana Souza
Third message about a late delivery
Rahul Mehta
Asked for a person
Karan joins
Picks up Ana's chat
The waiting queue
Nobody waits without knowing why
If every agent is busy or offline, the customer joins a queue instead of being ignored. Frustrated customers move to the front, and the AI can keep helping while they wait.
- Agents receive chats only while they're online and under their limit
- Urgent chats are picked up first
- A returning customer goes back to the agent they know
Portal · Ticket #1043
Status changed to In progress
Yesterday
Reply from support
We've found the cause and are testing a fix.
You replied
Thanks, I'll wait for the update.
Customer portal
Let customers follow their own tickets
Turn on the customer portal and your customers sign in over WhatsApp to see their tickets, read your replies and answer back — without another email thread.
- Only replies you mark for the customer are shown
- Internal comments stay internal
- A WhatsApp message tells them when you've replied
From first message to closed chat
- 1
Customer writes in
A welcome rule or the AI greets them the moment the first message arrives.
- 2
AI answers or hands off
Routine questions are answered from your knowledge base; anything else goes to a person.
- 3
Follow-ups are tracked
Problems that need time become tickets or booked callbacks.
- 4
Close and learn
The chat closes and a rating form shows you how it went.
Explore the features behind it
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.