Customer Support

Support every customer.
Without the wait.

Help customers get instant answers with AI chat, bring in human agents when needed, and manage conversations across supported channels from one workspace.

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AI customer support conversation transferred to a human agent (design concept). In the Wisemelon agent console, a hotel guest asks on WhatsApp whether airport pickup is available and Wisemelon AI answers. When she asks to change the dates of a group booking, the conversation is transferred to Mei Tan in the Bookings team with the reason shown, and Mei replies. A side panel shows the guest's details and her previous conversations.
InboxSara Lopez TransferResolve

SLSara LopezWhatsApp · Harbour View HotelOpen

Today

Hi! Do you offer airport pickup?10:02

Wisemelon AI

Yes. Airport pickup runs from 6 AM to 11 PM and can be added to any booking for $25 per car. Would you like me to add it?

10:02

Great. I also need to change the dates for our group of 8.10:03

Transferred to Mei Tan · BookingsReason: group booking change · history kept

MTMei Tan · Bookings

Hi Sara, I’m Mei from Bookings. I can see your stay for 14–16 Nov. Which new dates work for the group?

10:04

Reply as Mei…

Design concept with fictional data. Channels, AI replies and handoff depend on your Wisemelon setup.

AI chat

Give customers answers,
even when your team is busy.

Help customers get answers to common questions without waiting for an available agent. Wisemelon AI can use your business knowledge to respond to customer queries, guide conversations, collect information, and help customers find the next step.

E-commerce · WhatsAppAnswer questions about products, delivery, and return policies.
Education · Website chatExplain course schedules, enrolment requirements, and class information.
Subscriptions · InstagramAnswer questions about plans, renewals, and service details.

Example conversations with fictional businesses. AI answers depend on the knowledge and configuration you provide.

AI-to-human handoff

AI handles the routine.
Your team handles the rest.

Not every conversation should end with an automated answer. When a customer needs personal assistance, transfer the conversation to the appropriate human agent or department.

Keep the conversation history available so the agent can understand the situation and continue without making the customer repeat everything.

One conversation from start to finish (design concept). A customer asks to return a jacket and Wisemelon AI explains the return window. When the customer needs a refund outside that window, the conversation is transferred to Priya Nair in the Returns team, with the reason "refund exception". The earlier messages stay visible and Priya continues the conversation.
ConversationDaniel Okafor Handled by Wisemelon AINow with Priya Nair · Returns
  1. DOCustomer

    Hi, the jacket I ordered is too small. Can I return it?

  2. Wisemelon AI

    Yes. Unworn items can be returned within 30 days of delivery. Would you like the return steps, or an exchange for a larger size?

  3. DOCustomer

    I’d prefer a refund, but it’s been 40 days. It was a gift and only just opened.

  4. Transferred to Priya · Returns teamReason: refund exception

    3 earlier messages kept
  5. PNPriya Nair · Returns

    Hi Daniel, Priya from Returns here. I’ve read the conversation. As it was a gift, I can refund it as store credit today. Shall I set that up?

  6. DOCustomer

    Yes please, thank you!

  • Transfer when neededHand conversations to a person when human assistance is needed.
  • Route to the right teamSend customers to the appropriate team or agent.
  • Keep the contextPreserve conversation history through the handoff, where supported.
  • Take over and continueLet agents pick up the conversation and carry it forward.

See how Wisemelon AI Agents work

Unified customer inbox

All your customer conversations.
One workspace.

Bring conversations from supported channels into a shared inbox. Give your team one place to review incoming messages, manage assignments, respond to customers, and collaborate on ongoing conversations.

Shared customer support inbox with conversations and assigned agents (design concept). The list shows conversations from WhatsApp, Instagram and web chat with unread counts, the agent responsible and a status for each. The selected WhatsApp conversation, about changing a delivery slot, has a saved-reply picker open above the reply box. The right panel shows customer details, the assignment and a control to transfer the conversation to another agent or team.
InboxSupport Search conversationsMTARDP3 online

All channelsWhatsAppInstagramWeb chat

  • RM

    Rahul Mehta

    Can I move my delivery to Saturday?

    MTMei TanOpen1

  • LP

    Lena ParkInstagram

    Is the linen sofa available in grey?

    UnassignedWaiting2

  • TR

    Tomás RiveraWeb chat

    Thanks, that answers it.

    Wisemelon AIAI replied

  • AK

    Aisha Karim

    Could you resend the invoice for order #3301?

    DPDev PatelOpen1

  • OH

    Omar HaddadInstagram

    Do you ship to Dubai?

    MTMei TanWaiting

  • GL

    Grace LiuWeb chat

    Great, see you on Friday.

    ARArjun RaoResolved

RMRahul MehtaWhatsApp · Order #4821Open

Hi, my order #4821 is due on Thursday. Can I move the delivery to Saturday?11:20

Wisemelon AI

Delivery slots can be changed up to 24 hours before delivery. I’ll connect you with our team to confirm Saturday.

11:20

Assigned to Mei Tan · Orders

Thanks! Any time after 10 is fine.11:22

Saved replies/deliv

  • /delivery-slot-changedHi {name}, I’ve moved your delivery to…
  • /delivery-timesDelivery usually takes 3–5 working days…
  • /delivery-trackingYou can follow your order using the link…

Type / for saved repliesHi Rahul, I’ve moved your delivery to Saturday, 10 AM – 2 PM. You’ll get a confirmation shortly.

Design concept with fictional data. Available channels depend on your Wisemelon setup.

  • Status at a glanceView conversations and their current status.
  • Clear ownershipSee which agent is responsible for each conversation.
  • Full historyReview previous messages before responding.
  • Saved repliesUse saved replies for common questions.
  • TransfersTransfer conversations between team members.

Coordinate agents with Team Collaboration Sales conversations in Lead Engagement

Customer context

Know the customer
behind every conversation.

Give agents useful context before they respond. Access relevant customer details and previous interactions so your team can provide more informed, consistent support.

  1. Course enquiryAsked about the UX Design course
  2. Brochure sharedFees, schedule and syllabus
  3. Spoke with ArjunInterested in a weekend batch
  4. Follow-upHas the weekend batch opened?
Customer support conversation with customer profile and interaction history (design concept). A student following up on a course enquiry asks on WhatsApp whether the weekend batch has opened. The admissions agent replies with the batch dates, using the earlier enquiry and call note shown in the student's profile and timeline.

ARAnanya RaoWhatsApp · Brightpath AcademyOpen

Hi, I spoke to someone last week about the UX Design course. Has the weekend batch opened yet?09:15

ARArjun Rao · Admissions

Hi Ananya, good to hear from you. Yes, the weekend batch we discussed opens on 9 Nov, Saturday and Sunday, 10 AM to 1 PM. Shall I hold a seat while you finish the application?

09:18

Context usedEnquiry · 8 OctCall note · 11 Oct

  • Returning shopperAsks about an order they discussed earlier.
  • StudentFollows up on a previous course enquiry.
  • Agency clientAsks for an update on a campaign request.

With customer history and relevant information alongside the conversation, agents spend less time searching and more time helping.

Knowledge base & automated support

Give your AI the knowledge
to help customers.

Connect your business knowledge with AI-powered support so customers can receive more relevant answers to common questions. Use supported documents and website content to build a knowledge base, then connect it with automated flows to guide customers through common requests.

1Business information

Membership guide.pdfDocument · 12 pages

… Day-pass holders may bring one guest per visit, who must sign in at reception …Page 4

lumenworkspaces.exampleWebsite · 3 pages added

  • /day-pass
  • /pricing
  • /faq

2AI response

“Can I bring a friend on a day pass?”

Drafted from 2 sources

Yes, each day pass includes one guest per visit1. Your guest just signs in at reception. Day passes are $18 and can be booked online2.

  1. 1Membership guide.pdf, page 4
  2. 2lumenworkspaces.example/day-pass

3Customer conversation

JWJun WatanabeWeb chat

Can I bring a friend on a day pass?

Wisemelon AI

Yes, each day pass includes one guest per visit. Your guest just signs in at reception.

Book a day passTalk to the team

  • Explain product and service information
  • Guide a customer through a booking enquiry
  • Answer common subscription questions
  • Collect information before routing a request to a team
  • Provide consistent answers to frequently asked questions

Answer quality depends on the knowledge available and how your setup is configured. AI uses the supported sources you add, not every system you have. Explore the Knowledge Base

Team collaboration & department routing

Get every conversation
to the right team.

Make it easier for support teams to work together. Route conversations to the appropriate department, transfer chats between agents, and keep ownership clear as requests move through your organisation.

1Customer request

AKAisha KarimWhatsApp

I was charged twice for my October invoice. Can someone check?

Topic chosenBillingTechnicalBooking

2Routing

Assignment ruleTopic is Billing → Finance team

Other rules: Technical → Support · Booking → Bookings · Complex request → manual transfer to a specialist

Rules set up by your admin

3Owning team

  • FinanceBilling questionsDPDev PatelOwner
  • SupportTechnical questions5 agents
  • BookingsBooking enquiries3 agents
  • SpecialistComplex requests2 agents

Routing follows the assignment rules and transfers configured in your workspace.

Image placeholderA support lead and an agent at a shared desk, one pointing at a conversation on screen as they agree who takes it.
  • Billing questionsFinance team
  • Technical questionsSupport
  • Booking enquiriesThe relevant service team
  • Complex customer requestsA specialist

Help agents coordinate internally while keeping the customer-facing conversation organised.

Department Management Team Collaboration

Customer support analytics

Understand your support.
Improve every interaction.

Understand how your team handles conversations, identify bottlenecks, and see where customers may be waiting too long for a response.

Response timesLast 8 weeks · median per weekIllustrative data

First response time 14 → 6 minAverage response time 22 → 12 min

First response time fell from 14 to 6 minutes and average response time from 22 to 12 minutes over eight weeks, in this illustrative example.

Unanswered conversationsAwaiting a response now6
  1. Lena ParkIs the linen sofa available in grey?
  2. Kofi MensahCan I add a second user to my plan?
  3. Website visitorDo you offer group discounts?
  4. Hannah BergNeed to change my class time

+ 2 more · oldest first

Agent activityOpen conversations · today
  • MTMei Tan11
  • ARArjun Rao7
  • DPDev Patel5
  • PNPriya Nair4

Mei has the most open conversations today.

Conversation volumeThis monthIllustrative data

1,284Total conversations

Resolved
1,102
Unanswered
6
AI and human handoffs
214Where measurable

All figures are illustrative data. Available metrics depend on your Wisemelon setup.

Total conversations
Handled during the selected period.
First response time
Time taken to send the first response.
Average response time
Average time taken to respond.
Resolved conversations
Conversations marked resolved.
Unanswered conversations
Conversations awaiting a response.
Agent activity
An overview of team activity and workload.
AI and human handoffs
Where measurable, how conversations move between AI and agents.

Explore Analytics

FAQ

Customer Support FAQs

Need to track requests through to resolution?

See Ticket Management

What is AI-powered customer support?

AI-powered customer support uses artificial intelligence to answer common questions, understand customer requests, and guide conversations. It can work alongside human agents to handle requests that need personal assistance.

Can Wisemelon AI transfer a conversation to a human agent?

AI-to-human handoff can be configured where supported, allowing a conversation to be handled by a human agent when further assistance is needed.

Can multiple agents manage customer conversations?

A shared inbox and team management features can help multiple agents manage conversations, assign ownership, and transfer chats according to the team’s workflow.

Can AI answer questions using my business knowledge?

Wisemelon can use supported business knowledge sources, such as documents and website content, to help AI answer customer questions. Answer quality depends on the information available and how the system is configured.

Can conversations be routed to different departments?

Conversations can be routed to appropriate teams based on the available assignment and routing rules.

Can I track customer support performance?

Support analytics can help teams review available metrics such as response times, conversation volume, unresolved conversations, and agent activity.

Which channels can I manage through Wisemelon?

Wisemelon supports customer engagement through configured channels. The channels you can manage depend on the integrations and capabilities available in your Wisemelon setup.

How is Customer Support different from Ticket Management?

Customer Support focuses on conversations, answering questions, assisting customers, and coordinating human and AI support. Ticket Management focuses on recording requests, assigning responsibility, tracking status, and managing issues through resolution.

Customer Support

Better answers. Faster support.
Happier customers.

Bring AI chat, human agents, customer context, and team collaboration together to deliver a better support experience with Wisemelon.

Book a Demo Chat with Us