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

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
Create business knowledge base:
- Services and pricing
- Business hours and location
- FAQ responses
- Escalation triggers (e.g., complaints, refund requests)
Configure AGENTS.md with routing logic:

## 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

Set up heartbeat checks for response monitoring:

## 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)

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