Self-service10 min read
Self-service, live chat or email: which channel suits what?
How to choose channels in customer service: which questions customers solve alone, when they want a person, what a ticket costs per channel.
Martin CarlssonWhatsApp, Messenger and Instagram Where your customers already write.
Customers who write in WhatsApp, Messenger or Instagram get answers from the same team and the same knowledge as by email. Messages become tickets with an owner, status and AI draft, and the reply goes back in the same app.
Short answer
Supportifier receives messages from WhatsApp, Facebook Messenger and Instagram Direct as tickets in the same inbox as email, chat and phone. Every message gets an owner, a status and an AI draft built on the reviewed knowledge base, and the reply is sent back in the same app. Supportifier keeps track of Meta's rules for reply windows and uses approved templates when the window has closed. New conversations and messages outside opening hours can get an automatic reply.
01
Same inbox. Same knowledge.
A customer who writes in WhatsApp should not get a different answer from one who emails. So every channel goes to the same inbox and the same knowledge base.
- One ticket per conversation
- The message lands in the inbox with an owner, status, labels and SLA, next to email, chat and calls.
- AI drafts
- The draft is built on the reviewed knowledge base and the customer's details, and checked against the source before it is shown.
- Reply in the same app
- The agent replies in Supportifier, and the customer gets the answer in the app where the question was asked.
02
Meta's rules are handled for you.
Within 24 hours of the customer's latest message you reply freely. After that WhatsApp sends an approved template message, and in Messenger and Instagram an agent can reply up to seven days later. Supportifier keeps track of what applies to each conversation.
03
An answer even when you are closed.
New conversations and messages outside opening hours can get an automatic reply, so the customer knows when you will get back. The ticket stays in the inbox until the team is in.
04
Common questions
Which messaging channels are included?
WhatsApp, Facebook Messenger and Instagram Direct. Messages become tickets in the same inbox as email, chat and phone, with the same reviewed knowledge base behind the draft answers. SMS is not included.
What happens when the 24-hour window has closed?
Under Meta's rules a business can reply freely within 24 hours of the customer's latest message. After that Supportifier sends an approved template message in WhatsApp, and in Messenger and Instagram an agent can reply up to seven days later.
Does the customer get an answer when you are closed?
Yes. New conversations and messages that arrive outside opening hours can get an automatic reply saying when you will get back. The ticket itself lands in the inbox as usual and is answered with AI drafts from the knowledge base when the team is in.
Next step
Start from your everyday work.
Tell us which question takes time today. We go through what a first step could look like.
A clear first step beats a big promise.
See how the knowledge work, the review and the first channel fit together.
How the rollout worksRead more
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