L1 technical support via WhatsApp that resolves on its own
Your customer reports an issue and follows guided diagnostic steps via WhatsApp. If it resolves, the case closes on its own. If not, your L2 team gets the ticket with the full diagnosis. Nobody repeats anything.
Without automation
Your L1 support agents spend 60% of their time asking the same questions: 'Did you restart?', 'What version are you on?'. Each L1 ticket takes 12 minutes on average; 8 of those minutes are spent collecting information. With 500 tickets per month, that is 66 hours lost on repetitive questions.
Connection diagnostics
How you build it in CX Inbox
You configure diagnostic flows
In CX Inbox you define troubleshooting trees with conditions: if step X resolved the issue, end; if not, continue.
Automatic data collection
The flow asks for product version, operating system, and screenshots before running diagnostics.
Diagnostics via HTTP tool
You connect your monitoring system to run remote diagnostics and show results to the customer.
Resolution or escalation
If the problem is resolved, the flow closes the case. If not, it escalates to the inbox with the complete diagnosis.
Your L2 team works with full context
The agent receives the problem, attempted steps, technical data, and screenshots. No re-asking.
Features you use
Flow bot
You configure troubleshooting trees with conditions and chained steps without coding.
HTTP tools
You connect your monitoring system to run remote diagnostics in real time.
Multi-agent inbox
Your L2 team receives escalated tickets with the complete diagnosis and customer screenshots.
Segmented campaigns
You notify affected customers about mass incidents with status and estimated resolution time.
What you can achieve
45%
Tickets resolved without an agent
< 3min
Full automated diagnosis
8min
Saved per ticket on data collection
60%
L1 time reduction
Other use cases
Want the same results?
Set up your first flow in under 2 hours. No credit card required.
