Guides
How-to guides for customer service teams.
Thirty-nine practical guides with steps you can follow in any tool, from getting the WhatsApp API and opt-ins to booking meetings in the chat and ticket webhooks, for clinics, shops, colleges, dealers, couriers, insurers, hotels and BPOs too. Each one ends with how it works in Axonave, on a real screen or a labelled drawing.
Reviewed 11 November 2026. For definitions, see the glossary.
WhatsApp for business
Getting the API, templates Meta approves (and what to do when it moves one), opt-ins for offers, and chatbots and surveys customers finish.
WhatsApp template messages: how to write them, with examples
A WhatsApp template is a message you write in advance and submit to Meta for review, with spaces for details such as a name or an order number.
8 steps · In Axonave: WhatsApp Business
WhatsApp chatbot examples, and how to plan your own
A good WhatsApp chatbot does a few jobs well: it answers the questions that don’t need a person, collects what a person will need, and hands over the rest.
7 steps · In Axonave: WhatsApp Business
How to get the WhatsApp Business API, step by step
You get the WhatsApp Business API from Meta, usually through a provider: a business portfolio, a WhatsApp Business account and a phone number that isn’t already on WhatsApp.
8 steps · In Axonave: WhatsApp Business
WhatsApp CRM for Malaysian businesses: how to set one up
A WhatsApp CRM puts every WhatsApp conversation on the customer’s record, so anyone on the team can pick up where the last person stopped.
7 steps · In Axonave: WhatsApp Business
CSAT surveys inside WhatsApp: how to ask, and get answers
Ask inside the WhatsApp chat that just ended, while the customer is still there: one question at a time, answers they can tap, and a short comment at the end.
7 steps · In Axonave: Surveys
Opt-in for WhatsApp marketing: what to ask, where, and how to honour a stop
Before you send offers on WhatsApp, ask in plain words that name your business and say what you’ll send, in a place the customer chose to be, and keep a note of what they agreed to.
7 steps · In Axonave: WhatsApp Business
When Meta moves a utility template to marketing: what changes and what to rewrite
Meta checks approved templates again and moves a utility template to marketing when it reads as promotion.
6 steps · In Axonave: WhatsApp
Live chat
Quick first replies, honest waits, and a proper message when nobody’s in.
Live chat best practices: a checklist for support teams
Good live chat is quick and honest.
8 steps · In Axonave: Live chat
Leave-a-message done well: offline chat customers trust
When nobody can answer, a chat should become a short form: say why, ask only for what you need to reply, take the message and a file if they have one, and give a reference.
7 steps · In Axonave: Live chat
Chatbots
A bot for the hours nobody’s in, in your customers’ languages, with or without AI.
How to set up an after-hours chatbot
An after-hours chatbot tells customers you’re closed and when you’ll be back, answers the questions that don’t need a person, and takes a proper message for the rest.
7 steps · In Axonave: Chatbot & flow builder
One chatbot flow in English, Bahasa Malaysia and Chinese
Build one flow and give every message a version in each language, instead of three separate bots that drift apart.
7 steps · In Axonave: Chatbot & flow builder
Flow chatbot vs AI chatbot: which one do you need?
A flow chatbot follows paths you draw: menus, questions and hand-overs, the same every time.
6 steps · In Axonave: Chatbot & flow builder
Helpdesk
Email into tickets, what to measure, what to automate, how tickets find their team, and ticket status in your own systems.
SLA metrics to track in customer support
Track how fast customers hear from a person (first response time), how long until the problem is solved (resolution time, without the time you waited on them), and the share of tickets that met their target (SLA compliance).
7 steps · In Axonave: SLA management
Macros vs automations: which one, and when
A macro is a saved set of actions an agent applies with one click, usually a reply plus a few field changes, when they’ve judged it fits.
7 steps · In Axonave: Helpdesk
Ticket categories that route themselves
Good ticket categories describe what the customer needs, not how your company is organised.
7 steps · In Axonave: Helpdesk
How to turn a shared mailbox into support tickets
A shared mailbox such as support@ works until two people answer the same email, or nobody does.
7 steps · In Axonave: Email
What a customer portal should show, and what it shouldn’t
A customer portal exists so customers stop writing “any update?”.
7 steps · In Axonave: Customer portal
Ticket webhooks and the helpdesk API: a how-to for developers
Use the API to push things into the helpdesk, such as a damaged-delivery claim from your order system, and webhooks to hear what happened to them, instead of asking every few minutes.
8 steps · In Axonave: API & webhooks
Syncing ticket status back to your own system: one webhook, one key, updates you can repeat
Let the helpdesk own the ticket’s status and your system own everything else.
8 steps · In Axonave: API & webhooks
AI and knowledge base
Articles customers, agents and the AI answer from, the rules that keep the AI honest, and what it settles alone.
How to build a help centre the AI can answer from
An AI that answers from your help centre is only as good as the articles in it.
8 steps · In Axonave: Knowledge base & help centre
AI answer guardrails: what stops an AI making things up
An AI model writes a fluent answer whether or not it knows the facts.
7 steps · In Axonave: Axonave AI
Self-service deflection: what it is and how to raise it honestly
Deflection is the share of questions customers settle on their own, from a help centre or a bot, without waiting for a person.
7 steps · In Axonave: Knowledge base & help centre
How to roll out agent assist in a support team
Agent assist suggests articles and drafts a reply while an agent works on a chat or ticket; the agent edits it and sends it.
7 steps · In Axonave: Agent Assist
Sales and booking
Ads followed to meetings, lead scoring in the customer’s words, meetings booked inside the chat, reminders and no-shows, the booking funnel, one follow-up for a quiet lead, and pipeline stages.
Booking a meeting inside WhatsApp: book, move and cancel in the chat
Booking in the chat means the customer never leaves WhatsApp: they pick one of a few times you really have free, get a written confirmation and an invite, and can move or cancel it in the same chat later.
8 steps · In Axonave: Meetings
Sales pipeline stages, set up: entry rules, probabilities and time limits
Setting up pipeline stages takes an afternoon: write the few steps your deals really go through, give each one a rule for when a deal enters it, a probability you’ll check against what you close, and a number of days after which a deal sitting there needs a look.
7 steps · In Axonave: Leads & deals pipeline
Appointment reminders and no-shows: what to send, when, and one offer to book again
Remind the customer twice, the day before and an hour before, with a way to move or cancel in the same message, and remind the person hosting too.
8 steps · In Axonave: Meetings
Following up a WhatsApp lead without spamming
Follow up a lead who went quiet once, in the same chat, while their 24-hour window is still open: one short question, a button to book and a button to stop.
7 steps · In Axonave: AI sales agent
Held, no-show and the sales report: how to read a booking funnel
Count every step against the leads that came in during the period, not against the meetings that happened in it.
7 steps · In Axonave: Reports
From a click-to-WhatsApp ad to a booked meeting: follow one ad all the way
An ad’s clicks and chats tell you little; the meetings it brings that actually happen tell you whether to keep paying for it.
7 steps · In Axonave: AI sales agent
Lead scoring with the customer’s own words: criteria, weights and where hot starts
Write down the three to five things a customer has to tell you before a call is worth it, weigh each by how much it predicts a sale, and call a lead hot only when the weights it met pass a line you set.
7 steps · In Axonave: AI sales agent
By industry
The same channels set up for clinics, shops, colleges, dealers, couriers, insurers, hotels and BPOs.
CRM for clinics: patient chats and bookings in one place
A CRM for a clinic holds the conversations around a visit: the WhatsApp questions, the booking, the reminder and who said what.
7 steps · In Axonave: Healthcare
WhatsApp for real estate agents: from enquiry to viewing
Property enquiries arrive on WhatsApp in the evening, from ads and listings, and a reply the next morning can be too late.
8 steps · In Axonave: Property
WhatsApp for online stores: delivery questions, order numbers and claims
Most WhatsApp messages to an online store are about one order: where it is, when it comes, what to do when it arrives damaged.
8 steps · In Axonave: E-commerce & retail
WhatsApp for schools and colleges: enquiries in three languages, tours in the chat
Admissions questions arrive after work and after school, in whichever language the parent writes.
7 steps · In Axonave: Education
Test drives booked from a WhatsApp enquiry
A buyer who asks about a model at 10 pm has usually asked another brand too.
7 steps · In Axonave: Automotive
Delivery updates and claims as tickets, for logistics teams
Half of a courier’s WhatsApp is “where is my parcel?”, and the rest is a parcel that went wrong.
7 steps · In Axonave: Logistics
IC and bank numbers in chats: masking and claims tickets for financial services
Customers paste IC numbers, card numbers and bank accounts into WhatsApp whether you ask or not.
7 steps · In Axonave: Financial services
Venue viewings and late-night enquiries, for hotels and venues
Guests and couples write when it suits them, often late and often from another country.
7 steps · In Axonave: Travel & hospitality
Running several clients’ chats in one workspace, for BPOs
An outsourced support team can run several clients from one workspace if each client has its own channels, its own bot, its own team and its own answers, and its reports can be pulled on their own.
7 steps · In Axonave: BPO
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