Add Multi-Channel Customer Service and Autonomous PM use cases

usecases/multi-channel-customer-service.md

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+# Multi-Channel AI Customer Service Platform
+
+Small businesses juggle WhatsApp, Instagram DMs, emails, and Google Reviews across multiple apps. Customers expect instant responses 24/7, but hiring staff for round-the-clock coverage is expensive.
+
+This use case consolidates all customer touchpoints into a single AI-powered inbox that responds intelligently on your behalf.
+
+## What It Does
+
+- **Unified inbox**: WhatsApp Business, Instagram DMs, Gmail, and Google Reviews in one place
+- **AI auto-responses**: Handles FAQs, appointment requests, and common inquiries automatically
+- **Human handoff**: Escalates complex issues or flags them for review
+- **Test mode**: Demo the system to clients without affecting real customers
+- **Business context**: Trained on your services, pricing, and policies
+
+## Real Business Example
+
+At Futurist Systems, we deploy this for local service businesses (restaurants, clinics, salons). One restaurant reduced response time from 4+ hours to under 2 minutes, handling 80% of inquiries automatically.
+
+## Skills You Need
+
+- WhatsApp Business API integration
+- Instagram Graph API (via Meta Business)
+- `gog` CLI for Gmail
+- Google Business Profile API for reviews
+- Message routing logic in AGENTS.md
+
+## How to Set It Up
+
+1. **Connect channels** via OpenClaw config:
+   - WhatsApp Business API (through 360dialog or official API)
+   - Instagram via Meta Business Suite
+   - Gmail via `gog` OAuth
+   - Google Business Profile API token
+
+2. **Create business knowledge base**:
+   - Services and pricing
+   - Business hours and location
+   - FAQ responses
+   - Escalation triggers (e.g., complaints, refund requests)
+
+3. **Configure AGENTS.md** with routing logic:
+
+```text
+## Customer Service Mode
+
+When receiving customer messages:
+
+1. Identify channel (WhatsApp/Instagram/Email/Review)
+2. Check if test mode is enabled for this client
+3. Classify intent:
+   - FAQ → respond from knowledge base
+   - Appointment → check availability, confirm booking
+   - Complaint → flag for human review, acknowledge receipt
+   - Review → thank for feedback, address concerns
+
+Response style:
+- Friendly, professional, concise
+- Match the customer's language (ES/EN/UA)
+- Never invent information not in knowledge base
+- Sign off with business name
+
+Test mode:
+- Prefix responses with [TEST]
+- Log but don't send to real channels
+```
+
+4. **Set up heartbeat checks** for response monitoring:
+
+```text
+## Heartbeat: Customer Service Check
+
+Every 30 minutes:
+- Check for unanswered messages > 5 min old
+- Alert if response queue is backing up
+- Log daily response metrics
+```
+
+## Key Insights
+
+- **Language detection matters**: Auto-detect and respond in customer's language
+- **Test mode is essential**: Clients need to see it work before going live
+- **Handoff rules**: Define clear escalation triggers to avoid AI overreach
+- **Response templates**: Pre-approved templates for sensitive topics (refunds, complaints)
+
+## Related Links
+
+- [WhatsApp Business API](https://developers.facebook.com/docs/whatsapp)
+- [Instagram Messaging API](https://developers.facebook.com/docs/instagram-api/guides/messaging)
+- [Google Business Profile API](https://developers.google.com/my-business)