Multi-channel customer service automation
Every channel, one way of handling customer requests.
Customers write on WhatsApp, your website, Instagram, Messenger and Telegram, and each channel tends to get its own inbox and its own habits. HumAI applies one agreed workflow across the channels you choose: routine questions are answered from approved information, requests are collected completely, and every case is routed to a named owner with the context they need. Your staff spend their time on the cases that need a person, and managers can see what is waiting.
Meta Tech Provider · Official WhatsApp Business Platform
Staff handling
What changes for your team
Case routing
Requests are assigned by type, branch, language or working hours, so every case has an owner.
Handover with context
When a person takes over, they see the conversation, the details collected and what the customer has already been told.
Fewer details to chase
Where possible, the workflow asks for missing information before handover, not after.
A view of the workload
Waiting cases, owners and ageing requests in one place, so nothing sits unseen.
Consistent answers
The same approved information is used on every channel, so customers get the same answer wherever they ask.
Clear out-of-hours handling
Requests that arrive after hours are collected and queued, and the customer is told when to expect a reply.
Who it’s for
Teams that handle customer messages across several channels, in any industry and any country, and want one way of working instead of one habit per inbox. These are the industries we have written journeys for.
Service scope
What is included
Your proposal sets out the scope, term, included usage, support and exit arrangements before launch. This card shows what the solution typically includes; additional channels and operating modules are assessed around your needs.
Included journey
- One agreed workflow applied across the channels you select
- Answers from approved information on every channel
- Complete request collection before handover
- Routing rules by request type, branch, language or schedule
- Handover to staff with the conversation and collected details
- A shared view of waiting cases and their owners
Channels and media
- WhatsApp first; website chat, Instagram, Messenger and Telegram as agreed
- Text and buttons on every selected channel
- Voice notes, images and documents where the channel supports them and they are tested
- Phone calls, email and live video need a separate scope
Languages
Arabic and English as standard. Other languages are tested and agreed before launch.
Your responsibilities
- Grant access to each channel account you own
- Agree routing rules and who owns each queue
- Staff the handover hours you promise customers
- Approve the information and wording used on each channel
Not included
- Replacing your support team
- Features a platform does not offer to businesses
- Public comment moderation, unless scoped
- Guaranteed response-time or satisfaction figures
Walkthrough
One case, from the first message to a closed case
Illustrative workflow; not a live customer record.
- 01 · Ask
A customer asks on Instagram whether an item can be exchanged.
- 02 · Collect
The workflow explains the approved exchange policy and collects the order reference, the reason and a photo.
- 03 · Route
The case goes to the returns queue and is assigned to the person on shift.
- 04 · Resolve
Staff approve the exchange; the customer receives the next steps on the same channel.
- 05 · Escalate
A second customer is unhappy and asks for a manager. That case is escalated with the full conversation attached.
How we work
Four stages, from real requests to monthly operation.
- 01
Map the requests
We look at real messages from each channel to find which requests repeat, who handles them and where they wait.
- 02
Agree scope and measurement
We agree which channels come first, what is automated, guided or always handled by a person, the routing rules and how success is measured.
- 03
Build and test on real examples
We build the workflow and test it on real request examples from each channel, including handovers and out-of-hours cases.
- 04
Launch, operate and review monthly
We launch channel by channel, watch the queues and review routing and workload with you every month.
Honest limits
What this does not do
- Each platform has its own rules. Not every channel supports every message type or automation.
- A combined view depends on what each platform allows businesses to access.
- The workflow routes and prepares cases. Your staff still decide on exceptions, refunds and complaints.
- The workload view is part of the agreed scope. A fuller management view is scoped separately as operations analytics.
FAQ
Which channels do you support?
WhatsApp is the main channel. Website chat, Instagram, Messenger and Telegram can be added as agreed. Each channel is tested before launch, and what is possible depends on what the platform allows businesses to do.
Will this replace our support staff?
No. The first goal is to remove repetitive work and make exceptions easier to handle. We measure staff effort and service quality before making any claim about cost.
Can we keep our current inbox or help desk?
Possibly. We assess whether your current tool can receive handed-over cases, where your system allows. If not, staff work from a clear shared queue.
How are cases assigned?
By rules you agree: request type, branch, language, working hours or a named owner. The rules are reviewed monthly and adjusted as your team changes.
Do we have to start with every channel?
No. Most businesses start with WhatsApp and one workflow, then add channels once the first one works well.
How much does it cost?
It depends on the number of channels, volume, routing rules and any system connections. Proposals separate setup, the monthly service and third-party charges. See how pricing works.
Related solutions
WhatsApp automation
Our core service. Guided WhatsApp workflows that we design, build and run for you after launch.
Operations analytics
A management view of unanswered topics, ageing approvals and branch workload, scoped to the data you have.
System integration
A connection assessment, agreed read and write levels, and a staff-approved process when there is no suitable API.
How pricing works
Setup, monthly operation, usage and third-party fees, explained without numbers.
Where do customer requests wait today?
Tell us which channels you answer and who handles them. We will help you find the first workflow worth bringing together.
Talk to a person on our team about your workflow, without going through an assistant.