AI customer support for routine requests and human handoff.
Trained on your knowledge base. Hears voice notes. Reads product photos. Stays on brand. Escalates anything sensitive or low-confidence to a human in the same thread.
The short answer
AI customer support software reads inbound messages and uses approved knowledge-base content to draft or send configured answers. InstantReply can transcribe WhatsApp voice notes, use attached images as context, and route sensitive or low-confidence cases to a human with the thread attached. Teams choose which categories can use auto-send and which always require review.
Key facts
- Responses use your approved knowledge base and guardrails.
- Voice notes and images are processed natively inside the same thread.
- Sensitive or low-confidence cases can route to a human with full context.
How it works
How It Works
Train it on your knowledge base
Add FAQs, refund policy, shipping rules, troubleshooting steps, and tone examples as approved sources for replies.
It handles the routine
Configure order-status, return, FAQ, basic troubleshooting, hours, and policy responses. The AI can draft or send answers using your approved content and settings.
Escalates the edge cases
Refunds over a threshold, complaints, billing disputes, sensitive language, low-confidence answers, all hand off to a human with the full context attached.
Why teams choose it
Handle routine support with review controls
Use approved answers for repeat questions, route edge cases, and keep a person available for judgment calls.
Configure routine responses
Choose which repeat questions can use an approved automatic response and which categories should always route to your team.
Voice + image understanding
Customer voice-notes their issue. AI transcribes. Customer sends a photo of the broken part. AI describes it and answers in context.
Stays on brand voice
The AI uses your tone examples, preferred wording, and response guardrails so drafts remain consistent for human review or configured sending.
Hands off cleanly
Edge cases route to the right human with full conversation context, AI-summarized intent, and the suggested response your rep can edit and send.
Best fit
Perfect for teams that move fast in DMs.
Ecommerce post-purchase support
Scenario
A buyer DMs 'where is my order.' The AI can use connected order data to draft or send the tracking details according to your settings.
Outcome
Local service triage
Scenario
A customer sends a voice note about a problem. The AI transcribes it, collects configured triage details, and can offer an appropriate technician slot.
Outcome
Account + billing questions
Scenario
A customer asks how to change a billing date. The AI can explain the approved process and link to the right setting, while billing disputes route to a human.
Outcome
The difference
Why Switch?
Without Instant Reply
With Instant Reply
FAQ
Common Questions
Related features
See the next step in the workflow.
These pages pick up where this one leaves off, so buyers can move through the product without jumping between unrelated claims.
Ready when you are
Give repeat support questions a reviewed workflow.
Let AI handle the routine. Keep your team on the edge cases that actually need judgment.
10-day Pro trial, interactive read-only demo, and plan limits in plain English.