L1 technical support via WhatsApp that handles the repetitive cases
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 much of their shift asking the same questions: 'Did you restart?', 'What version are you on?'. Much of each ticket goes into collecting information before anyone can diagnose.
Example conversation: 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.
Design this bot free — no code
Pick a template, customize it by answering questions, and test it in a live WhatsApp preview. No account, no card.
Other use cases
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