(—) Customer support

How to manage customer support across WhatsApp, Instagram, Facebook and email

Your customers write wherever is convenient for them. When every channel lives in a different app, the same person becomes three tickets and nobody sees the whole story.

3 min readUpdated By Momo Digitals
Convo DeskWhapi

The cost of answering in five places

A customer asks about her order on WhatsApp, follows up on Instagram and requests the invoice by email. In most setups that is three conversations, possibly three agents, and three chances to give different answers.

Switching between native apps also hides context. Without the order in front of them, agents ask customers to repeat themselves, replies slow down and simple questions turn into complaints.

The playbook

  1. Bring every channel into one inbox

    Connect WhatsApp Business, Instagram DMs and story replies, Facebook Page messages, Threads replies and email through Gmail, Outlook or forwarding. Every conversation lands in one queue.

    With Convo Desk · Unified inbox + AI

  2. Treat one customer as one conversation

    Convo Desk matches people across channels by phone and email, so a customer who switches from WhatsApp to Instagram stays in one thread with one history.

    With Convo Desk · Unified inbox + AI

  3. Put the order next to the conversation

    Show the customer’s Shopify orders, tracking and lifetime value beside every message, and let your team refund, cancel, fix an address or send a discount without opening Shopify.

    With Convo Desk · Unified inbox + AI

  4. Let AI handle routine questions, with guardrails

    An AI agent can answer from your own policies and product pages, track orders and translate both ways. Money decisions such as refunds, cancellations and discounts arrive as a card a person approves, and the agent hands off when a customer asks for a human or sounds upset.

    With Convo Desk · Unified inbox + AI

  5. Prevent the most common question

    “Where is my order?” is usually the biggest category of support messages. Automatic WhatsApp shipping updates with tracking links answer it before it is asked.

    With Whapi · WhatsApp automation

  6. Respect each channel’s rules

    WhatsApp lets businesses reply freely for 24 hours after a customer’s last message; after that you need an approved template. Make sure your inbox tells agents when the window has closed instead of letting messages fail quietly.

  7. Measure what customers feel

    Track first response time, time to resolution and how often the same customer has to contact you twice. Those three numbers tell you more than ticket volume.

(—) FAQ

Questions, answered.

Which channels does Convo Desk support?

WhatsApp Business, Instagram DMs and story replies, Facebook Page messages, Threads replies, and email through Gmail, Outlook or forwarding.

Will the AI agent reply without me knowing?

Every AI reply is visible in the inbox and you can pause the agent at any time. Refunds, cancellations, address changes and discounts always need a person’s approval.

Can my whole team work in the same inbox?

Yes. Assignments, internal notes and @mentions keep handovers inside the thread, and you can see who is viewing or typing in a conversation before you send.

How much does Convo Desk cost?

Convo Desk is free during early access, and the team helps you connect your first channel.

(—) More playbooks

Keep going.

Cash on delivery How to reduce fake and refused cash-on-delivery orders on Shopify Cut refused and fake cash-on-delivery orders on Shopify: confirm orders on WhatsApp, ship only confirmed ones and only report paid orders to Meta. Read the playbook Average order value How to increase average order value on Shopify Practical ways to raise average order value on Shopify: quantity breaks, bundles, add-ons, richer product pages and deeper collection browsing. Read the playbook Abandoned carts How to recover abandoned carts with WhatsApp and email Win back abandoned Shopify checkouts with timed WhatsApp reminders, a link back to the saved cart and smarter offers, backed by regular email campaigns. Read the playbook
(—) Convo Desk

Start with Convo Desk today.

Free during early access. Built and supported by the Momo Digitals team.

Visit convodesk.net All playbooks