WhattNexus
WhatsApp Customer Support Software: SLAs That Stick
Support SLAs fail when the queue is a group of personal phones with no history.
Define first-response in WhatsApp terms
Customers expect fast replies on chat. Measure time-to-first-human and resolution, not only ticket count migrated from email helpdesks.
Shared history beats hero agents
When only one agent “knows the customer,” vacations become outages. A shared inbox with searchable history is non-negotiable.
AI for speed, policy for accuracy
Draft replies with AI for common FAQs. Require human send for refunds, legal, and regulated advice. Log what the bot suggested versus what shipped.
Escalation paths
Tag VIP, billing, and technical threads. Escalate with context — paste-free handoffs inside the same conversation.
WhattNexus for support desks
Use the WhattNexus shared inbox and Nexus Brain AI with the same WhatsApp/SMS stack your product already uses for alerts — fewer vendors, clearer ownership.