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