WhatsApp customer support software for managing every conversation in one place

Manage customer interactions, automate replies, and resolve issues faster on WhatsApp with Infobip AgentOS.

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How AgentOS powers unified WhatsApp customer support

WhatsApp Business customer service is only as good as the platform running it. AgentOS is Infobip’s AI-native platform that brings AI agents, journey orchestration, and a conversational data layer into one intelligent workspace for WhatsApp support.

AI agents for triage and deflection
  • FAQ deflection, data capture, authentication, form completion
  • AI hands off with full transcript and customer context intact
  • Built on AgentOS unified canvas: no-code, low-code, pro-code
  • Continuous improvement from human agent corrections
AI agents for triage and deflection

  • FAQ deflection, data capture, authentication, form completion

  • AI hands off with full transcript and customer context intact

  • Built on AgentOS unified canvas: no-code, low-code, pro-code

  • Continuous improvement from human agent corrections

Smart routing and agent workspace
  • Human and AI agents side by side in omnichannel workspace
  • Smart routing, queue management, SLA enforcement, business hours
  • Roles and permissions, collision prevention, internal notes
  • AI Copilot: summaries, recommendations, translations, grammar
Smart routing and agent workspace

  • Human and AI agents side by side in omnichannel workspace

  • Smart routing, queue management, SLA enforcement, business hours

  • Roles and permissions, collision prevention, internal notes

  • AI Copilot: summaries, recommendations, translations, grammar

Journey orchestration and failover
  • Trigger-based journeys by behavior, segment, or intent
  • Auto-escalation to SMS, email, or voice on delivery failure
  • Send-time optimization and intelligent retry logic
  • Same canvas for 15+ native channels
Journey orchestration and failover

  • Trigger-based journeys by behavior, segment, or intent

  • Auto-escalation to SMS, email, or voice on delivery failure

  • Send-time optimization and intelligent retry logic

  • Same canvas for 15+ native channels

Conversational data and profiles
  • Unified customer profile from every WhatsApp interaction
  • Persistent memory across channels
  • Consent storage, opt-in/opt-out, suppression lists
  • Destination scoring for outreach and routing prioritization
Conversational data and profiles

  • Unified customer profile from every WhatsApp interaction

  • Persistent memory across channels

  • Consent storage, opt-in/opt-out, suppression lists

  • Destination scoring for outreach and routing prioritization

Analytics and quality assurance
  • Real-time FRT, ART, resolution rate dashboards
  • CSAT and NPS captured at conversation close
  • Agent scorecards and performance benchmarks
  • Audit logs, tag taxonomy, compliance reporting
Analytics and quality assurance

  • Real-time FRT, ART, resolution rate dashboards

  • CSAT and NPS captured at conversation close

  • Agent scorecards and performance benchmarks

  • Audit logs, tag taxonomy, compliance reporting

How WhatsApp customer service works:
Get started in 5 steps

1. Connect your WhatsApp number

Set up your WhatsApp Business Account (WABA) and connect it to AgentOS.

2. Configure routing and SLAs

Define skills-based queues, business hours, and escalation rules. No engineering required.

3. Build AI agents

Create goal-oriented agents for FAQ deflection, data capture, and triage on AgentOS’s unified canvas. AI agents handle the full range of support interactions autonomously: answering product questions, processing returns, checking order status, verifying identity, collecting feedback, and routing complex cases to the right human agent with full context. When they can’t resolve something, they hand off without disruption. When they can, they close the loop without a human ever getting involved.

4. Integrate your CRM and tools

Connect Salesforce, HubSpot, Zendesk, or custom systems via open APIs. Map fields and data ownership.

5. Launch and optimize

Monitor dashboards, track CSAT, and let AI agents self-improve from real interactions.









	


	

	Integrate WhatsApp customer support software to your existing tools




	

	AgentOS connects to the systems your team already uses. 

Pre-built connectors enable bi-directional data sync with configurable field mappings. Open APIs and MCP interoperability support custom integrations across any stack.




	
			Explore all integrations
	









	

	


	


	
						
		






	


	

	Protecting data, respecting people




	

	Ensure secure, compliant, and reliable customer interactions with built-in controls for privacy, consent, and enterprise-grade performance.




	
    
	

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	Opt-in and opt-out management with suppression lists
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	Template governance and WhatsApp 24-hour service window compliance
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	Data privacy controls, RBAC (Role-Based Access Control), data retention policies, and full audit trail
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	End-to-end encryption – Infobip owns the security layer, not a third party
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	Enterprise-grade infrastructure: 800+ operator connections, 99.99% uptime SLA
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	Choosing your WhatsApp support setup




	

	Not sure where to begin? It depends on your scale.

The WhatsApp Business App works for solo operators managing a handful of conversations. Once volume grows, you need the WhatsApp API for customer support, with Infobip AgentOS handling the routing, AI, integrations, and compliance layer on top.








	

	


	


	

	

		
			

									
						Capability					
									
						WhatsApp Business App					
									
						WhatsApp Business Platform with AgentOS					
							

		
		
							

											
							Multi-agent access						
											
							No						
											
							Yes; unlimited agents with roles and permissions						
									

							

											
							AI agents and automation						
											
							No						
											
							Yes; triage, deflection, data capture, handoff						
									

							

											
							SLA enforcement						
											
							No						
											
							Yes; configurable per queue and business hours						
									

							

											
							CRM integration						
											
							No						
											
							Yes; Salesforce, HubSpot, Zendesk, custom APIs						
									

							

											
							Analytics and reporting						
											
							Basic						
											
							Full; FRT, ART, CSAT, agent scorecards						
									

							

											
							Channel failover						
											
							No						
											
							Yes; SMS, email, voice, RCS, 15+ channels						
									

							

											
							Compliance tooling						
											
							Limited						
											
							Full; opt-in management, audit trail, RBAC						
									

							

											
							Scalability						
											
							Up to 5 devices						
											
							Enterprise-grade, 99.99% uptime SLA						
									

					
	










	

	


	


	

	


	
			Check WhatsApp pricing
	





	
			Request a demo
	


	








	

	


	

	


	


	

	WhatsApp customer support across industries








	

			

							
							
							
							
					

			









	




	

	


	


	

	How our clients use Infobip for WhatsApp support








	

	

			
						

				mukuru logo
			

			

				

					Posted onMay 21, 2025.
				

				

					Mukuru: Faster customer service and reduced costs with WhatsApp Business Platform.
				

				

									


							

		
			
						

				Bolt infobip
			

			

				

					Posted onNovember 4, 2024.
				

				

					Bolt: Used WhatsApp sign-up journey to boost driver registrations.
				

				

					We helped ride-hailing company Bolt to optimize its driver registration journey and secure a 40% rise in conversion rate.				


							

		
			
						

				Jazz Infobip
			

			

				

					Posted onJanuary 14, 2020.
				

				

					Jazz: Improved customer service with WhatsApp Business Platform.
				

				

					Find out how Pakistan's leading mobile network operator used the WhatsApp Business API to improve their processes and reduce costs.				


							

		
	







	

	


	


	

	Frequently asked questions








	

	
	


	
	





	
	





	
	





	
	





	
	





	
	







	

	

	Ready to scale WhatsApp customer support with AI?

	AgentOS handles the AI triage, smart routing, CRM sync, and analytics. You focus on the conversations that matter.

	

		
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