1
Unify social inbox and WhatsApp
Abstract Learning Playbooks
AI support
Centralize WhatsApp, social inbox, tickets, knowledge base, Copilot, and quality metrics.
Direct answer
Use this playbook when conversations arrive through many channels and the company needs to answer with history, consistency, SLA, and clear ownership.
Business
AI Support DeskSLA protegido
Support desk
SLA protegido
Inbox
Help Desk
Base
1
Mensagem
pedido atrasado
2
Ticket
prioridade alta
3
Resposta
Copilot + historico
AI Support DeskSLA protegido
Support desk
inbox, WhatsApp, ticket, KB, Copilot e SLA
Inbox
social + WhatsApp
Help Desk
ticket e SLA
Base
artigo sugerido
Fila de atendimento
WhatsApp vira ticket, resposta e artigo
WhatsApp: Maria
pedido #1842 atrasado
Resposta sugerida
pedido + prazo + cupom
Artigo relacionado
status de entrega
1
Mensagem
pedido atrasado
2
Ticket
prioridade alta
3
Resposta
Copilot + historico
4
Artigo
base atualizada
inbox: whatsapp + instagram
ticket: prioridade alta
knowledge: gerar artigo recorrente
Tickets
36
SLA
94%
Deflexao
+18%
The animated mockup shows a conversation entering the inbox, becoming a ticket, receiving a Copilot suggestion, and feeding the knowledge base.
Playbook outcome
A support operation with centralized conversations, SLA-based tickets, consistent answers, a knowledge base, and quality reporting.
Execution route
2
Configure WhatsApp with context
3
Organize Help Desk
4
Create knowledge base
5
Use Copilot in support
6
Handle privacy and consent
7
Measure SLA and quality
Application checklist
- Map entry channels and owners
- Define categories, priority, and ticket SLA
- Create articles for repeated questions
- Use Copilot to summarize history and suggest replies
- Record consent and minimize sensitive data
- Review quality by time, resolution, and satisfaction
Metrics to track
- Time to first response
- Tickets within SLA
- Volume by channel and category
- Resolution rate without escalation
- Articles that reduced repeated tickets
- CSAT or customer feedback
Does AI support answer everything automatically?
No. AI helps with context, suggestions, and standardization; sensitive cases still require human review.
Do I need WhatsApp?
No. The playbook works for any channel, but WhatsApp and social inbox often concentrate conversations.
When should I create a knowledge base?
When the same question appears repeatedly or when an answer needs to be consistent across agents.