WhatsApp and Teams agents
Answers where your customers and your team already write.
AI agents that serve customers on WhatsApp and answer the team in Microsoft Teams.
An appointment on WhatsApp and a question in Teams
The example shows two conversations of the same agent: an example customer books over WhatsApp and Operator 1 checks the schedule from Microsoft Teams.
What you can do
- Serve on WhatsApp. Answers frequent questions and offers appointments.
- Send notices. Confirms bookings or reminds of appointments.
- Answer in Teams. Replies to internal questions, such as today’s schedule.
How the work flows
An example with fictional data to explain the workflow, not a customer case.
Message
“Do you have a slot on Thursday?” arrives on WhatsApp.
Check
The agent checks the authorised calendar.
Booking
The customer accepts and gets a confirmation. Anything out of scope goes to a person.
Connections and control
- WhatsApp Business and Microsoft Teams: authorised accounts are connected and the data each agent may consult is decided.
- Layered protection: personal-data filters, access control and usage rules. Masking hides identifiers before the model; it does not make the data anonymous.
- Offered independently of the multichannel customer service centre. Microsoft Teams is not a native channel of that inbox.
Frequently asked questions
Do I need the multichannel customer service centre?
No. They are contracted separately.
Does it message customers on its own?
Only the notices the company defines, within WhatsApp’s rules. No campaigns.
What if the customer asks for a person?
The agent hands the conversation to the team with its context.