Multi-Channel AI Customer Service Platform

Pain Point

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.

• Fragmented channels: Each platform has its own app, notifications, and response workflow.
• Slow response times: Switching between apps means messages sit for hours.
• Language barriers: Customers write in different languages and expect responses in kind.
• No after-hours coverage: Evenings and weekends mean zero responses until the next business day.

What You Can Do

• 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.
• Multilingual support: Auto-detect customer language and respond in kind (ES/EN/UA, etc.).

Real Business Example

At Futurist Systems, this is deployed 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

Connect all customer touchpoints 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

Build a knowledge base that the AI uses to respond:

• Services and pricing
• Business hours and location
• FAQ responses
• Escalation triggers (complaints, refund requests)

3. Configure Routing Logic

Use the prompt above in your AGENTS.md. The system:

1. Identifies the incoming channel
2. Classifies the customer's intent
3. Responds from the knowledge base or escalates
4. Matches the customer's language automatically

4. Heartbeat Monitoring

Set up response monitoring to catch issues:

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

5. Test Mode

Before going live, enable test mode:

• Responses are prefixed with [TEST]
• Messages are logged but not sent to real channels
• Clients can see the system work without customer impact

Key Insights

• Language detection matters: Auto-detect and respond in the customer's language — this alone drives higher satisfaction.
• Test mode is essential: Clients need to see it work before going live.
• Handoff rules are critical: Define clear escalation triggers to avoid AI overreach on complaints and refunds.
• Response templates for sensitive topics: Pre-approved templates for refunds, complaints, and negative reviews prevent AI mistakes.
• 80% automation is the target: The goal isn't 100% — it's handling the routine so humans can focus on the complex.

Related Links

• WhatsApp Business API
• Instagram Messaging API
• Google Business Profile API

Deploy with ShipClaw

Skip the setup — get a fully managed OpenClaw instance ready to run this use case.

Quick Start

1. Pick a plan — Pro recommended for this use case
2. Go to your Instances Dashboard and click Deploy New Instance
3. Once deployed, use the sample prompt above to configure your agent
4. Customize thresholds, schedules, and sources to fit your workflow