Customer service
Every request for help with the history in view of whoever answers.
Official WhatsApp, Instagram Direct and email arrive in the same inbox. The team decides who handles each conversation, saved replies come out with "/", and the dashboard shows how many conversations are unanswered.
- WhatsApp, Instagram and email in one inbox
- Roles and permissions
- Implementation with a specialist
From request to resolution
A short path from the question to the right answer.
- 1
Arrives
WhatsApp, Direct and email in the same inbox, with each customer's history.
- 2
Sorts
A label for the subject and an owner for the conversation.
- 3
Replies
Saved reply with "/", buttons and option lists, attachments and audio.
- 4
Listens
Track the satisfaction score (NPS) in the pipeline, with the question set up with the expert team.
Customers don't care who answered yesterday.They just don't want to explain everything again.
The customer comes back
Three times the same customer gets in touch.
- 01
Before buying
A question about a product, deadline or policy. The team uses a saved reply; on the website, the agent answers with your files.
- 02
With an order in progress
"Where is my order?" The person answering sees the profile and the history and checks your order system.
- 03
After delivery
Exchange, complaint or praise: label, owner and the customer's history on the profile.
What the customer writes
Four common messages and what happens to each one.
"How long do I have to exchange it?"
Repeated question. A saved reply with your policy, through "/".
What gets recorded
What to write down so you never ask twice.
What the customer already said lives in the notes and labels of the profile. Whoever picks up the conversation tomorrow starts where it left off.
- Order or invoice number
- Product or service
- What happened
- What the customer already tried
- How they prefer to be contacted
- Urgency
To collect the details all at once, send a form inside WhatsApp.
Your team decides
Replying is not the same as solving.
Stays with your team
Where XBASE helps
Stays with your team
Exchanges or refunds outside the policy
Where XBASE helps
The policy becomes a saved reply and an agent file.
Stays with your team
Deadlines that depend on third parties
Where XBASE helps
Label and owner until it is solved.
Stays with your team
Exceptions
Where XBASE helps
Roles with permissions your way: each person sees what their role allows.
Stays with your team
Personal data
Where XBASE helps
The safety rules you turn on filter email addresses, phone numbers and sensitive numbers in the agent's replies.
To be fair
- Conversations are assigned by the team, in the owner picker or from the "/" menu. There is no automatic queue or rotation.
- The dashboard shows conversation volume and how many are unanswered. XBASE does not measure response time per person.
How to start
Set up customer service in five steps.
Step 01 of 05
Create the account
Nothing to install: your team uses it in the browser.
Step 02 of 05
Connect the channels
Official WhatsApp and Instagram Direct in the same inbox. Email comes in with the expert team.
Step 03 of 05
Create the roles
Create roles with permissions your way. The people who answer can see only their own conversations.
Step 04 of 05
Write the saved replies
Exchange policy, deadlines, opening hours: each one becomes a "/" shortcut.
Step 05 of 05
Turn on the AI with the team
The agent helps visitors in the website chat, and the AI suggests replies to the team on WhatsApp.
You teach, you approve
Answers come from the policy you wrote.
Exchange policy, deadlines and FAQs become agent files. The safety rules you turn on filter what it must not say, and, with evaluation turned on, each of its conversations gets a score against the goal you set.
Files
PDF, Word, CSV or text.
See the agent's filesInstructions
With version history.
Goals
What the agent should achieve in each conversation.
Safety rules
Rules you turn on that filter what the agent must not say.
Score for each conversation
With evaluation turned on, each agent conversation gets a score against its goal.
Adjustments you approve
With evaluation turned on, XBASE suggests adjustments. Nothing changes without your approval.
On WhatsApp, the AI suggests replies to the team, with the assistant set up with the expert team. In the website chat, the agent helps your visitors.See the AI agent
Rule and AI
You write the saved reply once. The AI reads the whole conversation.
Rule
Saved reply
The same text, every time someone on the team types the "/" shortcut.
AI
A suggestion for the team
The AI reads the history and proposes the reply for that customer's case. The person reviews it before sending.
See AI suggestions
Your team solves it
Whoever takes over already knows the story.
Automation and AI
- Saved reply for the repeated question
- AI suggestion
- Agent in the website chat
Your team
- Exceptions
- Complaints
- Decisions that involve money
Change the owner and the whole conversation goes along: history, profile and labels.See how the team takes over
Where your customers talk to you
WhatsApp, Direct and email in the same inbox. On the website, the agent answers.
Official WhatsApp
Your business number on Meta's official API, connected by you. Several people answer the same number.
Once connected, the number stops working in the WhatsApp app on the phone.
See channelInstagram
Direct text messages arrive in the same inbox, and a comment with a keyword becomes a Direct message.
From Direct, only message text reaches the inbox, and your team is the one who replies.
See channelWebsite chat
The AI agent helps people who visit your website: copy the code and paste it on your site.
In the website chat, the agent is the one who replies.
See channelEmail
Receive and answer emails in the same inbox as your conversations.
The email inbox is set up with the expert team.
See channel
Each channel connects in its own way. Each channel page explains the step and the limit.
Examples of operations
Built for businesses that serve many people through conversation.
Online store
Exchange questions answered with the "/" shortcut, and complaints with a label and an owner.
Language school
The front desk answers parents and students on WhatsApp and by email, in the same inbox.
Internet provider
Support tickets with a label, an owner and the customer's history.
Repair shop
A WhatsApp form to record the device and the fault.
Software company
A business customer with several people on the profile and each person's history.
The examples only use features already in the product. XBASE is not built for one industry: the same operation serves different businesses.
Questions from people deciding
Questions about customer service in XBASE.
Will my customer be talking to an AI?
On WhatsApp and Direct, your team replies, with AI suggestions the person reviews before sending. In the website chat, the agent helps your visitors.
I already use labels in WhatsApp Business. What changes?
In XBASE, you create labels for conversations, contacts and companies. Beyond that, each conversation gets a pipeline stage and the owner your team picks, Direct and email arrive in the same place, and each person sees what their role allows.
XBASE or the regular WhatsApp Business appWhat if two people reply to the same customer?
Set the owner of each conversation: it is visible to everyone. If you want, the people who answer see only their own conversations.
Can the AI give wrong information?
It can make mistakes. That is why it uses the files you choose and follows the safety rules you turn on. On WhatsApp, it suggests and the person sends. The website agent is tested before it goes live.
Do I pay per team member?
Each plan has a number of people on the team: up to 1 on Plus, 3 on Pro, 5 on Business and 7 on Corporate. Meta's per-message fees are separate. Prices and limits checked on 11/05/2026.
See plansHow much work is it to configure?
The expert team builds it with you: it helps connect the channels, writes the agent's instructions, organizes the files it will use and tests everything with you before going live.
Can I handle email too?
Yes, in the same inbox. The email inbox is created with the expert team; XBASE does not connect email accounts you already have with other services.
Does it integrate with my order system?
There is no ready-made integration with online stores or management systems. An automation can run when another system sends a notice, and the expert team looks at what makes sense with you. It is not a requirement for using XBASE.
From the first message to the proposal.
Organized customer service on WhatsApp, Instagram and email.
Create the account, bring WhatsApp, Instagram and email into one inbox and decide who handles each conversation.
Create account- Nothing to install
- WhatsApp through Meta's official API
- Implementation with a specialist