AI agents serving customers on the official WhatsApp.
Runflow's customer service module: AI agents serving customers on the official WhatsApp, with handoff to human agents, a queue by department, templates and campaigns.
The service flow.
Every conversation follows the same path, from the customer's first message to resolution, with AI and human agents working in the same thread.
The customer sends a message
The message arrives through the operation's official WhatsApp number.
The AI agent answers
The agent responsible for that number answers on the spot, with the contact's context.
Handoff when needed
A request from the customer, or an intent the agent detects, sends the conversation to the department's queue.
A human agent takes over
The human agent continues in the same conversation; the AI agent goes silent.
Everything recorded
History, tags, notes and metrics stay on the contact's record.
One conversation per customer, with AI and a human agent.
Each customer has a single thread: messages from the contact, answers from the agent with a confidence level, messages from the human agent and system events. The side panel carries the contact's details, tags and notes.
Customer service, campaigns and governance in one place.
Real-time dashboard
Active conversations, the queue, agents online and connection status on a single screen, with no spreadsheet on the side.
Handoff by department
The agent itself escalates based on the intent it detects; the conversation enters the right team's queue, with nothing lost.
Templates approved by Meta
Creation, submission and approval status inside the product, with variables, buttons and the 24-hour window.
Bulk messaging
Campaigns by tag or CSV mailing list, with an approved template, progress per recipient and opt-out respected.
One agent per number
Sales, support and finance answer on separate numbers, each with an agent trained for the job.
Official WhatsApp connections
Meta's official API, with a verified number, line health, sending limits and multiple numbers per operation.
What the agent resolves, and when it calls in a person.
Customer service with an AI agent does not mean taking people out of the conversation. It means leaving the routine to the agent and handing what needs a person to a human agent, with the full context.
Handles the routine
Frequent questions, status, scheduling and lead qualification, checking your systems on the spot, including outside business hours.
Transfers when needed
When the customer asks for a person or the agent detects an intent that calls for human service, the conversation enters the right department's queue.
The human agent takes over without starting from scratch
They continue in the same conversation, with history, tags and notes. Taking over pauses the agent; handing the conversation back reactivates it.
The criteria for deciding where the agent stops are in the guide to human-in-the-loop, and what works in a real operation, in AI agents on WhatsApp.
Operations already serving customers with agents on WhatsApp.
Customer service with AI agents at Runflow.
Did not find yours? In a conversation with an expert, we answer it with your operation on the table.
Book a demoTalk to an expertDoes Runflow provide customer service with AI agents?
How does the handoff from the AI agent to the human agent work?
Does customer service with Runflow's AI agents use the official WhatsApp?
Does the AI agent check the company's systems during the conversation?
What results have companies achieved with customer service by Runflow's AI agents?
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