Customer support

She doesn't have to
explain twice.

On WhatsApp, Instagram, and your web widget, the agent recognizes her, remembers the last thread, and answers with the order already in view. Your team handles what matters — with the brief already written.

Start Free
Book Demo (English)
For international customers who prefer the demo in English.
Book Demo (Bahasa Indonesia)
Untuk pelanggan yang ingin demo dalam Bahasa Indonesia.
1,000+ Brands
50+ Countries
Official Meta Tech Partner
Two starting points

One agent. Two starting points.

For WhatsApp-first brands

The relationships you already have, now as a system that remembers.

Conversations move off personal phones into one workspace. Every agent, every shift, every reorder picks up where the last one left off.

For Shopify-first brands

The thread, the order, and the customer — finally on the same page.

The agent reads live Shopify — order, tracking, returns, lifetime value — inside the thread. Resolution stops being a research task.

The agent at work

One agent. Six skills your team doesn't have to babysit.

Built in AI Studio with knowledge, actions, guardrails, and escalation rules — tested in the Playground before live traffic touches them. All six are available as toggles — enable what fits, leave the rest.

Order Tracking

"Where is my order?" answered without a human typing — read live from Shopify, in the customer's language, mid-thread.

Data Collection

Asks the one follow-up the human would have asked — size, order number, the photo — and writes it to the record before the thread closes.

Escalation

Knows what it can't handle. Hands off with a summary, customer signals, and a suggested reply already drafted.

Product Recommendation

When a support thread becomes a buying moment, recommends from the catalog the customer is actually looking at.

Create Order

Builds the cart and sends the payment link in-thread. The sale closes inside the conversation, not a separate flow.

Follow-up

Reopens the thread when something happens — "your replacement shipped," "did the fix hold a week later?" The conversation outlives the ticket.

bitChat, Shopify, bitbybit Commerce, and bitCRM are native to the same platform — no integration cycle to reach quality. The agent runs across WhatsApp, Instagram, and your web widget on the same customer record.

The Context Advantage

Every reply starts from
the complete customer.

The agent recognizes the customer before they say hi. Shopify pixel events flow into bitCRM — products viewed, carts, browse history. When she finally messages, the agent already knows which product she was looking at.

Order history. Conversation summary. VIP status. Internal notes from the last agent. A drafted reply waiting for the human — all in one view before the first reply goes out.

Handoff isn't a forwarded message. It's a brief — and reading it is faster than re-reading the thread.

Support stops being a queue. It becomes a relationship the system remembers.

A support agent's customer profile — order history, conversation summary, a drafted reply waiting for the human, and internal note in one view.
Escalation

Handoffs that don't reset the conversation.

When the agent escalates, the human inherits a structured brief — not a fresh ticket. Read, edit, send. The brief itself is the artifact — not a thread the human has to re-read.

Issue + intent

What the customer asked, and what they're actually trying to do — in two lines.

Customer + order facts

VIP, repeat buyer, sentiment, language, the order in question, the policy that applies.

What's already tried

Drafts already sent, articles surfaced, actions executed — and the point where the agent's confidence dropped.

Suggested next reply, with risk

Drafted in your tone-of-voice. The brief flags what the human should verify before sending — refund eligibility, exception scope, policy edge.

One customer record

Support that feeds
the rest of the system.

Most support tools end at "conversation closed." bitbybit's support, marketing, and CRM share one customer record — the same record the agent reads, the human edits, and the next campaign segments from.

A refund objection becomes a win-back audience. A "ships to Bandung?" thread becomes a regional segment. A "size L" mention becomes a broadcast that knows who to leave out. No CSV. No IT ticket. No second tool.

The customer just told you what they care about. That's data, not a closed ticket.

  • Conversation tags become Meta custom audiences and lookalike seeds — no CSV, no IT ticket
  • Support sentiment and resolution history feed segmentation, not a help-desk silo
  • Resolution quality measured against reopen, refund, and downstream contact rate — not just deflection
  • Bilingual EN / Bahasa Indonesia by default — the agent stays in the customer's language through the thread and the brief
Beyond Resolution

Support that feeds the relationship.

A resolved interaction doesn't have to end there. Support data flows into the rest of the system automatically.

Support → Retention

Happy resolutions trigger review requests, loyalty offers, and reorder reminders automatically. Resolution is the first step, not the last.

Support → CRM

Every interaction enriches the customer record — sentiment, issues raised, resolution history, preferences shared. Support data becomes CRM intelligence.

Support → Revenue

When a question becomes a buying moment, the agent recommends from the catalog she's already looking at. Support stops being a cost line.

FAQ

What support leaders
actually ask.

The agent is grounded in your knowledge base, product catalog, and live order data — it answers from your sources, not the open web. AI Studio includes a Playground for running test conversations against your actual configuration before any live traffic touches the agent. Topics you mark sensitive always escalate; the agent will say "I don't know" and hand off rather than improvise.

You define escalation rules in AI Studio: confidence thresholds, sensitive topics that must always go to a human, VIP routing, sentiment triggers, and explicit "ask for an agent" intent. When the rule fires, the Escalation skill writes a brief — issue summary, customer signals, what's been tried, and a suggested reply — so the human reads and responds rather than starting over.

A resolved conversation is one that closes without human escalation and without a customer-initiated reopen, refund, or repeat contact in the following window. Resolution rate, first-response time, escalation rate, sentiment trend, and reopen / refund rates are tracked per agent and per skill. Conversation logs are reviewable in AI Studio so you can see where the agent got things wrong, update knowledge or rules, and re-test before the change goes live. Quality is measured against downstream behavior, not just deflection.

Yes. The agent works from your tone-of-voice brief, your knowledge base, and your action catalog — refunds, returns, shipping rules, exceptions. Macros are not a separate concept; they're behaviors you configure once and the agent uses everywhere. Updates go live without redeploying.

Yes — the agent can check eligibility, surface the policy, generate a return label, and update the order in Shopify. You decide which actions the agent can take alone and which require human confirmation. Sensitive cases (chargebacks, fraud signals, repeat-issue customers) escalate by rule.

Yes — the agent is bilingual by default and follows your tone-of-voice brief in both languages. It detects the customer's language from the first message and stays in it through the thread, including the escalation brief if the human prefers a different working language.

They open the inbox, read the brief, send the reply. The configuration work — knowledge base, rules, escalation logic — happens in AI Studio and is owned by whoever runs CX, not engineering. Most teams have a working agent live within a day.

A flat platform plan. WhatsApp message fees pass through at Meta's published rates, with no per-message platform markup — what Meta charges is what you pay. Month-to-month, no minimum-commitment lock-in. Pricing details on /pricing.

Either works. Most teams start by routing WhatsApp, Instagram, and web-widget conversations through bitbybit while keeping their existing helpdesk for email and web tickets — the customer record stays unified across both. Teams that consolidate move email and web traffic over once the agent is trusted. No lock-in either way.

bitbybit is an Official Meta Tech Partner — WhatsApp messages run on Meta's Cloud API with their encryption and compliance posture. Customer records sit in your workspace; full export is available at any time. Conversation logs and configuration changes are auditable in AI Studio. For SOC 2, GDPR, and data-residency specifics, our team can share documentation under NDA.

A support-only inbox stops at "conversation closed." bitbybit shares one customer record across support, marketing, and CRM — so a CS tag becomes a Meta custom audience and a resolution feeds the next campaign. The agent that resolves the issue is the same one that recognizes her next time. Side-by-side comparisons with the support-shaped tools live at /compare.
Get started

Support that starts from
the complete picture.

See your support inbox with the customer already on the page. Free trial — no card, no call.

Start Free
Book Demo (English)
For international customers who prefer the demo in English.
Book Demo (Bahasa Indonesia)
Untuk pelanggan yang ingin demo dalam Bahasa Indonesia.