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title: Multi-Channel AI Customer Service Platform
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author: shenwei
published:
created:
description:
tags: []
---

# Multi-Channel AI Customer Service Platform

Small businesses juggle WhatsApp, Instagram DMs, emails, and Google Reviews across multiple apps. Customers expect instant responses 24/7, but hiring staff for round-the-clock coverage is expensive.

This use case consolidates all customer touchpoints into a single AI-powered inbox that responds intelligently on your behalf.

## What It Does

- **Unified inbox**: WhatsApp Business, Instagram DMs, Gmail, and Google Reviews in one place
- **AI auto-responses**: Handles FAQs, appointment requests, and common inquiries automatically
- **Human handoff**: Escalates complex issues or flags them for review
- **Test mode**: Demo the system to clients without affecting real customers
- **Business context**: Trained on your services, pricing, and policies

## Real Business Example

At Futurist Systems, we deploy this for local service businesses (restaurants, clinics, salons). One restaurant reduced response time from 4+ hours to under 2 minutes, handling 80% of inquiries automatically.

## Skills You Need

- WhatsApp Business API integration
- Instagram Graph API (via Meta Business)
- `gog` CLI for Gmail
- Google Business Profile API for reviews
- Message routing logic in AGENTS.md

## How to Set It Up

1. **Connect channels** via OpenClaw config:
   - WhatsApp Business API (through 360dialog or official API)
   - Instagram via Meta Business Suite
   - Gmail via `gog` OAuth
   - Google Business Profile API token

2. **Create business knowledge base**:
   - Services and pricing
   - Business hours and location
   - FAQ responses
   - Escalation triggers (e.g., complaints, refund requests)

3. **Configure AGENTS.md** with routing logic:

```text
## Customer Service Mode

When receiving customer messages:

1. Identify channel (WhatsApp/Instagram/Email/Review)
2. Check if test mode is enabled for this client
3. Classify intent:
   - FAQ → respond from knowledge base
   - Appointment → check availability, confirm booking
   - Complaint → flag for human review, acknowledge receipt
   - Review → thank for feedback, address concerns

Response style:
- Friendly, professional, concise
- Match the customer's language (ES/EN/UA)
- Never invent information not in knowledge base
- Sign off with business name

Test mode:
- Prefix responses with [TEST]
- Log but don't send to real channels
```

4. **Set up heartbeat checks** for response monitoring:

```text
## Heartbeat: Customer Service Check

Every 30 minutes:
- Check for unanswered messages > 5 min old
- Alert if response queue is backing up
- Log daily response metrics
```

## Key Insights

- **Language detection matters**: Auto-detect and respond in customer's language
- **Test mode is essential**: Clients need to see it work before going live
- **Handoff rules**: Define clear escalation triggers to avoid AI overreach
- **Response templates**: Pre-approved templates for sensitive topics (refunds, complaints)

## Related Links

- [WhatsApp Business API](https://developers.facebook.com/docs/whatsapp)
- [Instagram Messaging API](https://developers.facebook.com/docs/instagram-api/guides/messaging)
- [Google Business Profile API](https://developers.google.com/my-business)
