Define which routine questions can use a written reply or AI answer, and which need a person. Keep customer context when an exception reaches an available agent, without presenting Repli as a full ticketing or SLA system.
WhatsApp CRM and Marketing start on Growth: US$12/month · ₹999/month in India. AI credit, purchased team seats and Meta/provider message charges are separate. Email and Store remain admin-only beta; Commerce is not a new purchasable plan.
A customer asks for an exception to your delivery or refund policy. The configured reply can explain the approved policy; a human reviews the order details and decides the exception. Do not promise refunds, live order lookup or payment confirmation without the required configured tool and verified outcome.
Agents use their own portal and the available queue, status and escalation controls. Closing or handing back a thread changes handling state; it is not proof that a customer’s issue is solved.
Support workflow is distinct from sales pipeline work and from the shared-inbox access guide. No SLA timers, guaranteed first-response reports or automatic ticketing outcomes are established by this page.
Write approved answers and identify cases requiring a person.
Configure the support agent, purchase required team seats and invite teammates.
Test an enquiry, takeover and handback without assuming an agent is always online.
WhatsApp CRM and Marketing start on Growth: US$12/month · ₹999/month in India. AI credit, purchased team seats and Meta/provider message charges are separate. Email and Store remain admin-only beta; Commerce is not a new purchasable plan.
No. Meta/provider messaging charges, AI usage and team seats are separate from the software subscription. Check current account terms and invoices.
No. Meta controls template approval, account restrictions and delivery. Check consent, current policy and actual send results.
WhatsApp Business Platform pricing — Delivered-message billing depends on recipient market and category; consult the current rate card and account invoice.
Cloud API getting started — Account and number prerequisites; Meta controls availability and approval.
WhatsApp Business Messaging Policy — Consent, acceptable use and messaging restrictions still apply.