WhatsApp customer support that answers in seconds
Your customers already message you on WhatsApp. Recoverly turns that into proper WhatsApp customer support: an AI first response drawn from your policies and FAQs, a clean handover to a person in a shared inbox, and proactive order, shipping and appointment updates that stop many questions before they're asked.
What is WhatsApp customer support?
WhatsApp customer support means handling questions, problems and requests over WhatsApp, instead of or alongside email, phone and live chat. Customers write when it suits them, attach a photo or a voice note, and get the answer in the same app they use with friends and family.
Doing it well takes more than a phone at the front desk. You need fast answers at any hour, a shared inbox so several people can work one number, clear rules for when a person takes over, and proactive updates so customers never have to ask where their order is. Customer service on WhatsApp has its own economics too: under Meta's pricing, answering within 24 hours of a customer's latest message costs nothing.
Recoverly puts those pieces together on the official WhatsApp Business Platform, with an AI chatbot for first responses and automations for the updates that prevent tickets.
- Entry point a free chat button on your site with a pre-filled first message.
- First response the AI answers from your policies, FAQs and data.
- Handover a teammate replies and the AI steps back.
- Team inbox one number, several agents, labels and notes.
- Prevention order, shipping and appointment updates, sent automatically.
- Feedback a review request once the parcel lands or the visit ends.
WhatsApp support automation that knows when to step aside
Automate the answers that never change. Route the ones that need judgment to a person, with the context already in the thread.
The first reply goes out before they put the phone down
Speed is most of what customers remember about support. The AI reads each message, including photos, voice notes and PDFs, and replies within seconds from your return policy, delivery rules, FAQs and synced data, in the language the customer used.
- Grounded answers. Policies, prices, stock and delivery details come only from what you've written or synced.
- Reads attachments. It looks at photos, transcribes voice notes and reads PDFs such as invoices.
- Partial answers, honestly. It answers what it can and tells the customer exactly what a teammate will confirm.
- Hours you control. Let it cover evenings and weekends, or keep it to set times.
Hand off to a person without losing the thread
Some conversations need a human: a refund, a complaint, a special request. The AI recognizes them, tells the customer someone will follow up, and alerts your team. Whoever picks it up sees the whole history in the shared inbox, including the updates that customer already received.
- Alerts for real work. Browser notifications for everything, or only for threads that need a person.
- AI steps back. Once an agent replies, the AI stays out of that thread for 15 minutes to 24 hours, your choice.
- Labels and handover. AI labels sort the queue by intent; anyone on the team can pick up a thread, and the AI steps back when they do.
- Reply from anywhere. The team works in the browser; the owner can answer from the WhatsApp Business app.
The best WhatsApp customer support ticket is the one never sent
Most support volume is people asking for information you already have. Send it before they ask. Order confirmations, shipping milestones and appointment reminders go out on their own, and each one opens a thread the customer can simply reply to.
- Order and shipping updates. A confirmation plus four delivery milestones, from dispatch to doorstep, and about 60% fewer order-status tickets.
- Appointment reminders. Sent the day before with buttons to confirm or move the slot; no-shows drop by around half.
- COD confirmation. Checking cash-on-delivery orders before they ship means around 40% fewer returns to sort out.
- Cheap to send. Transactional updates are utility messages, which Meta prices well below marketing, and they cost nothing if the customer wrote to you in the past 24 hours.
Close the loop, then connect the rest of your stack
After a delivery or a solved problem, a review request asks how it went while the experience is fresh, with a button to Judge.me, Loox, Google or a form of your own. WhatsApp events reach your other tools through Zapier today, with native Gorgias and Zendesk connections on the way.
- Review requests. Sent a few days after delivery, one per order, linking to wherever your reviews live.
- Zapier and webhooks. On Pro, send opt-outs, sent messages and other events to 6,000+ apps.
- Helpdesk integrations. Gorgias, Zendesk, Re:amaze and Crisp are on the roadmap, marked coming soon.
- Message logs. Sent, delivered, read and replied for every message, straight from Meta.
Customer service on WhatsApp, situation by situation
The conversations support teams handle most, and how each one gets faster.
Where is my order?
Shipping updates answer it before it's asked, and the AI handles the stragglers using the updates already sent.
Learn more →Returns and exchanges
The AI explains your policy, collects the photo and order number, and hands the case to a person to approve.
Learn more →Booking changes
Reminders carry buttons to confirm or move the slot, so calendars stay accurate without phone tag.
Learn more →Product questions
Sizes, materials, compatibility and stock, answered from your catalog with a link to buy.
Learn more →Cash-on-delivery checks
A one-tap YES or NO before shipping, so fake orders never turn into support problems.
Learn more →Website chat
A free WhatsApp button on your site opens a conversation with a pre-filled message that lands in your inbox.
Learn more →WhatsApp support vs email helpdesks vs a shared phone
How the three most common support setups compare on the things customers notice.
| Recoverly | Email-first helpdesk | Shared phone with the Business app | |
|---|---|---|---|
| First response | Seconds, from the AI, day or night | Hours, depending on the queue | Whenever someone checks the phone |
| Channel reach | WhatsApp, typically read within minutes | Email, about 20% opened | |
| Proactive order and appointment updates | Built in, sent as utility templates | Email notifications, often unread | Typed by hand |
| Several agents on one number | Yes, the whole team from Lite, no seats | Yes, one paid seat each | A few linked devices, no ownership |
| AI answers and auto-labels | Included from Lite | Usually a paid add-on | No |
| Pricing | $19 or $49 a month, flat; 1,000 free service replies a month from Meta | Per agent per month | Free, but slow at volume |
Helpdesk column reflects common email-first tools with per-agent pricing as of September 2026.
Live in minutes
Connect your support number
Link the number customers already message; the WhatsApp Business app stays on your phone.
Load your policies and FAQs
Returns, delivery, hours and your most common questions. Add a fallback message and working hours.
Turn on the updates
Switch on order, shipping or appointment messages so fewer customers need to ask in the first place.
Good questions
Answer faster. Get asked less.
Connect your WhatsApp Business number, load your policies and turn on the updates that prevent tickets. Free plan, with 7-day trials on Lite and Pro.