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Customer support

Support that answers instantly and follows through

AI agents answer common questions in seconds, and everything else reaches the right teammate with the full history. Issues that need more work become tickets with SLA timers, and every closed chat ends with a satisfaction survey.

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Screenshot

PageInbox

ShowsThe inbox with a WhatsApp conversation answered by the AI agent (AI badge and Sources), a handed-off conversation with its hand-off note, and the Tickets tab in the contact panel showing a linked ticket.

File: screenshots/customer-support-hero.png

AI first line

AI agents answer from your knowledge base around the clock and hand off when a person is needed.

Smart routing

Each channel sends new chats to the right team, by round robin or to the least busy agent.

Tickets with SLAs

Track issues with priorities, owners and response and resolution targets.

Measured satisfaction

Automatic CSAT surveys with results by agent and by channel.

AI agents

Answer the common questions in seconds, any time

Start from the Support Agent template and teach it with articles, web pages and files in your knowledge base. It replies in Arabic or English, shows which sources it used, and hands off when it isn't confident, when the customer asks for a person or when a sensitive topic comes up, with a hand-off message you write.

  • Set the confidence needed to answer and a reply limit
  • Sensitive topics like refunds always go to a person
  • Teammates can Take over from the AI at any moment
AI agent hand-off

Screenshot

PageAI Agents > open an agent > Hand-off

ShowsThe Hand-off section with the confidence slider, Hand off after, hand-off phrases, sensitive topics (refund, lawyer), the team to send to and the Arabic and English hand-off messages.

File: screenshots/customer-support-ai.png

Routing and teamwork

Every request reaches the right person

Route each channel to a team and assign new conversations by round robin or to the least busy agent who is online. Set a first response target per channel, collaborate with internal notes and @mentions, and use snippets and AI Assist to reply faster in the team inbox.

  • Round robin or least busy auto-assign per channel
  • Up to 9 collaborators on a conversation
  • Closing notes and auto-close keep the inbox tidy
Assigning conversations

Screenshot

PageSettings > Channels > a channel > Routing

ShowsA channel's routing settings with the Support team selected, auto-assign set to Least busy agent and a first response target in minutes.

File: screenshots/customer-support-routing.png

Tickets and SLAs

Track the issues that take more than one reply

Turn a conversation into a ticket with a priority, type, owner and reference number, or receive tickets from a public support form and an email address. SLA policies set first response and resolution targets, alert the team before a target is missed, and customers get updates by email and WhatsApp.

  • Replies on a ticket go back through the customer's channel
  • SLA breached and Due soon views for the team
  • Support form in English and Arabic, plus email to ticket
Tickets overview

Screenshot

PageTickets

ShowsThe Tickets list with the views panel (My open tickets, Unassigned, SLA breached, Due soon), tickets with reference numbers, priorities and the SLA column showing time left or overdue.

File: screenshots/customer-support-tickets.png

Customer satisfaction

Know how every conversation felt to the customer

Send a satisfaction survey automatically after a conversation closes, with stars or thumbs and an optional comment, in the customer's language. Ratings appear in the conversation and on the contact, and the Satisfaction report breaks results down by agent and by channel.

  • Your own question in English and Arabic
  • Different survey settings per channel
  • Latest feedback with links to each conversation
Satisfaction surveys

Screenshot

PageReports > Satisfaction

ShowsThe Satisfaction report with the CSAT score, response rate, average score, the By agent and By channel tables and the Latest feedback list.

File: screenshots/customer-support-csat.png

Set up support in an afternoon

  1. 1

    Connect your channels

    Bring WhatsApp, Instagram, Messenger, email and website chat into one inbox.

  2. 2

    Add your knowledge

    Upload FAQs and policies and launch a Support Agent with clear hand-off rules.

  3. 3

    Turn on tickets and CSAT

    Create SLA policies and switch on satisfaction surveys in settings.

Learn more in the Help Center

Tickets OverviewLearn how Resool tickets track customer issues from conversations, a support form and email, with priorities, SLA timers and saved views.SLA PoliciesSet first response and resolution targets per ticket priority, choose which tickets each SLA policy covers, and track timers, warnings and breaches.Satisfaction SurveysSend customers a CSAT survey when a conversation closes, with star or thumbs ratings, an optional comment, and results per agent and channel in Reports.AI Agent Hand-off and TestingControl when your AI Agent hands conversations to your team, which team gets them and what the customer is told, then test and review the agent before going live.

Explore more

Tickets

Track every issue until it's solved

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AI Agents

AI teammates that answer around the clock

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Team Inbox

Every channel in one shared inbox

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Frequently asked questions

What happens when the AI agent can't answer?
It sends your hand-off message, leaves an internal note with the reason and passes the conversation to the team you chose. The channel's auto-assignment then picks a teammate, and the AI stops replying in that conversation.
What is the difference between a conversation and a ticket?
A conversation is the message thread on a channel. A ticket is a tracked piece of work with a status, priority, owner and SLA timers. One conversation can lead to several tickets, and tickets can also come from a support form or email.
Can customers get updates on their ticket on WhatsApp?
Yes. Customers can receive their ticket number and status updates by email and, if you turn it on, on WhatsApp.
Which plans include tickets and satisfaction surveys?
Tickets, SLA policies and satisfaction surveys are available on every plan. AI agents are included in the Growth and Scale plans.
Do SLA timers follow business hours?
No. SLA timers run in calendar time, around the clock, from the moment the ticket is created.

Give customers fast answers and real follow-through

Start your free trial and set up AI, routing and tickets in one place.

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