For customer support teams
WhatsApp, web chat and email in one queue, with SLAs that warn you.
Every chat goes to the agent with the right skill. The bot answers from your help centre after hours and opens a ticket when it can’t. You see the whole floor on one screen.
- One queue for
- Web chat
- Support form
Support today
Most support leads run the day from three apps and a spreadsheet.
“We miss WhatsApp messages at night.”
Customers write after dinner. By 9 am the unread pile is the first job, and the angriest message is somewhere in the middle.
“I can’t see who’s overloaded.”
One agent has eight chats, another has none. You find out when a customer complains about the wait.
“Our SLAs live in a spreadsheet.”
Someone updates it on Friday. Breaches show up in the report, a week after you could have done something.
A day at Teras Home
Four customers, two languages, nobody missed.
Teras Home sells furniture across the Klang Valley. This is one day of its support queue, in the order the screens show it.
- 2:25 pmTan Wei Ming asks on web chat, in Chinese, when sofa order TH-104512 will arrive.
- 2:26 pmThe bot answers from the help centre’s delivery article and names it as the source.
- 2:29 pmTan Wei Ming asks for a person. Mei Ling Tan from Orders & Delivery replies in Chinese.
- 5:47 pmMohd Irfan Zulkifli picks warranty in the WhatsApp menu. The bot takes a phone number for the technician and hands the chat to Warranty & Repairs.
- 7:45 pmWong Kar Yan asks on WhatsApp about delivery to Shah Alam. Agent Assist drafts the answer for Mei Ling to check and send.
- 11:44 pmThe team has gone home. Nur Aisyah Kamal leaves a message, and ticket TKT-1201 opens with its SLA.
From Teras Home, our demo workspace. The times are the ones its screenshots show.
One queue
One queue for WhatsApp and web chat, bot hand-overs included.
An agent picks up a chat the bot passed on and sees what it already said. Agent Assist offers a draft from your articles. The agent edits it and sends.
- Views by role: My chats and Queue for agents, All chats for supervisors
- The customer’s record and tickets beside the chat
- Internal notes, tags and canned responses
Routing
A warranty question goes to the warranty team.
Skills come from the channel, the pre-chat answer or the bot’s hand-over. Axonave gives the chat to the best-skilled agent who has room, and keeps it in the queue when nobody does.
- Skills with a proficiency level
- Least busy, round robin, most idle or the agent they had before
- Priority and VIP first in the queue
Irfan’s missing wardrobe screws, handed to Warranty & Repairs by the WhatsApp menu. Hafiz Rahman has the chat.
SLAs
The SLA clock warns the agent before time runs out.
Set a reply and a resolution target per priority and channel, in business hours if you like. The agent gets a warning at your threshold. A breach also tells their team leaders.
- One set of policies for chats and tickets
- Waiting on the customer pauses the clock
- Business hours and holidays, per workspace
After hours
At 11:44 pm a message becomes a ticket with an SLA.
When nobody is online, the after-hours flow answers what it can and takes a message for the rest. The ticket opens with its category, its source and its SLA, linked to the chat.
- Leave a message: a ticket, an email to the team, or both
- Your own categories and subcategories
- Reply from the ticket; it reaches the customer on WhatsApp
Aisyah’s message became TKT-1201: High, Delivery › Late delivery, from WhatsApp, with the bot’s note for the agent.
Agent Assist
New agents answer like your best one, from the same articles.
While the customer types, Agent Assist suggests help-centre articles and drafts a reply in the customer’s language. Nothing goes out until the agent sends it.
- Five suggested articles from the customer’s last two messages
- Insert the text or the link
- Drafts never sent on their own
The floor
One screen shows who has room, who is away and what is at risk.
The supervisor’s monitor updates as it happens: live chats, the queue, the bot and every agent’s load. Open any chat, take it over or hand it to someone else.
- Each agent’s chats against their limit
- SLA at risk, in a list that needs attention
- Chat reports by day, channel, agent, team and skill
Teras Home’s floor: 10 live chats, nobody in the queue, and each agent’s load out of 10.
A flow to start from
The flow Teras Home runs when the team has gone home.
It answers from the help centre first. When the AI has no answer, the customer leaves a message and a ticket opens for the morning. The same flow speaks English, Bahasa Malaysia and Chinese.
- An AI answer from your published articles first
- A message the customer leaves becomes a ticket
- Versions, and a trash you can restore from
In the flow builder: New flow → After hours. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Teras Home after hours
Step 1: Message
We are closed
“Thanks for messaging Teras Home. Our team is back at 9 am, Monday to Saturday. I can still help with most questions.”
Step 2: Menu
After-hours menu
“What would you like to do?”
- Ask a questiongoes toAI answer
- Leave a messagegoes toLeave a message
- Opening hoursgoes toOpening hours
Step 3: AI answer
AI answer
“What would you like to know?”
- Answeredgoes toback to the menu
- No answergoes toLeave a message
Step 4: Message
Opening hours
“Chat and WhatsApp support: 9 am to 6 pm, Monday to Saturday.”
Step 5: Leave a message
Leave a message
“Tell us what you need and we will reply first thing in the morning.”
- Sentgoes toa ticket, and a reply when the team opens at 9 am
Customers tell support things they tell nobody else.
IC numbers, addresses, card details. Axonave keeps them out of the AI, shows each person only what their role allows, and keeps a record of who did what.
Masked before the AI
Cards, bank accounts, IC and passport numbers are masked before any AI call. Your team still sees what the customer wrote.
PDPA requests
Export everything you hold on one customer, or erase it, when they ask.
Roles
Seven built-in roles, from Agent to Auditor, plus your own. Agents see their chats and the queue; supervisors see the floor.
An audit trail
An audit log in your workspace. Axonave support gets in only with a stated reason, for a set time, and your admins are told.
Questions from support leads
Which channels can my support team answer from?
Web chat and WhatsApp in one inbox. Email from your own mailboxes arrives as tickets, and so do the public support form and the customer portal.
Can SLAs count business hours only?
Yes. A policy can count business hours only, with your holidays. Policies match by priority and channel, and waiting on the customer pauses the resolution clock.
What happens when nobody is online?
The visitor sees their place in the queue and the expected wait. When nobody is free, or it’s after hours, they can leave a message. It becomes a ticket, an email to your team, or both.
Can a supervisor take over a chat?
Yes. From the monitor a supervisor can open any live chat, take it over, or hand it to another agent or team.
Does the AI reply to customers on its own?
The bot’s AI answer does, from your published articles only, and it hands over when it isn’t sure. Agent Assist drafts are different: they’re never sent until an agent sends them.
Which plan does a support team need?
Basic ($59 a month, 3 seats) has the helpdesk, live chat and WhatsApp. The AI answers and Agent Assist come with Pro ($199 a month, 5 seats), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number and chat widget. No card needed.
Bring your busiest queue. We’ll set it up while you watch.
We reply within one business day by email or WhatsApp.