Instant answers on WhatsApp, and more time for the hard cases
Support teams spend most of the day on the same questions: where is my order, what does my plan include, why is my bill higher. Robofy Care answers them on WhatsApp in seconds from your own knowledge base and systems, and hands everything else to your agents with the full conversation attached.
Support teams are drowning in questions a system could answer
Customers now reach support by email, phone, web chat and social media, and every channel has its own queue. A large share of what arrives is repetitive: order status, plan details, billing explanations, password resets and basic troubleshooting.
Meanwhile, customer expectations have moved to messaging. People do not want to wait on hold or refresh an inbox; they expect an answer in the app they already have open all day, and in Turkey that app is WhatsApp.
The result is an expensive mismatch. Skilled agents spend their shifts pasting the same answers, queues balloon at peak times, and the complex cases that really need a person wait behind hundreds of simple ones.
What repetitive tickets cost you
Slow answers to simple questions
When every ticket joins the same queue, a customer who only wants a delivery date waits as long as one with a serious fault.
Agents stuck on copy and paste
Experienced agents who answer the same five questions all day burn out and leave, and take their product knowledge with them.
A rising cost per contact
Phone calls and email threads are among the most expensive ways to answer a question that a well-designed conversation could resolve in seconds.
Illustrative scenario: tier-1 support moves to WhatsApp
Hatline Telekom is a fictional company, and the figures in this scenario are illustrative, not customer results.
Hatline Telekom is a mobile and home-internet provider handling about 120,000 support contacts a month across its call centre, email and web chat. An internal review finds that roughly six in ten are tier-1 questions: bill amounts, plan details, data balance, outage status and step-by-step setup help.
Before: every question joins the queue
- Callers wait around 14 minutes at peak times.
- Email replies take up to a day, so many customers call as well and create duplicate tickets.
- Agents spend most of their shift on tier-1 questions with copy-and-paste answers.
- On outage days every channel is overwhelmed at once.
After: WhatsApp as the front door
- Customers message Hatline on WhatsApp and get an answer in seconds, day or night.
- AI answers plan, billing and troubleshooting questions strictly from Hatline’s approved knowledge base.
- Account-specific questions such as data balance are answered for identified customers from Hatline’s own systems.
- When a question needs a person, the conversation moves to an agent with the full history attached.
- On outage days, customers who ask are told about the incident and the expected fix time without waiting for an agent.
One customer conversation
- 00:00A customer asks why this month’s bill is higher than last month’s.
- 00:03Care explains the common reasons from the approved billing guide and offers buttons: “Roaming charges”, “Plan change”, “Something else”.
- 00:20The customer taps “Something else” and describes a charge they do not recognise.
- 00:22Care recognises a possible billing dispute and hands the conversation to the billing team with the whole chat attached.
- 03:10A billing agent picks it up without asking the customer to repeat anything.
How Robofy Care automates support on WhatsApp
Care is built to answer what it can answer reliably, and to step aside when it cannot.
Connect your knowledge
Load your help-centre articles, policies and product information. Care answers from these approved sources instead of general assumptions.
Connect your systems
Integrate order, billing or CRM systems through APIs so Care can answer account-specific questions once a customer is identified.
Answer on WhatsApp
Customers get a reply in seconds, with buttons for the most common next steps, in multiple languages.
Escalate with context
When a question needs human judgement, Care routes the conversation to the right team with the full history, so nobody starts over.
Improve continuously
Performance metrics show which questions are resolved, which are escalated and where your knowledge base has gaps.
Traditional support channels vs. Robofy Care
| Compared | Phone, email and web chat | WhatsApp with Robofy Care |
|---|---|---|
| First response to a simple question | Minutes to hours | Seconds |
| Availability | Business hours or on-call staff | Around the clock |
| Where answers come from | Whichever agent picks up | Your approved knowledge base |
| Handover to a person | Customer repeats the story | Full conversation attached |
| Peak days and outages | Queues overflow | Routine questions absorbed automatically |
| Customer effort | Waiting on hold or in an inbox | A message in an app they already use |
Enterprise-grade by default
Care runs on the same secure, high-availability platform as the rest of Robofy.
Meta Verified
Meta Verified Tech Provider
Official access to the WhatsApp Business Platform through Meta’s Tech Provider program.
99.99%
Uptime on AWS Multi-AZ
Redundant across multiple AWS Availability Zones, so losing a single data centre does not stop your messages.
<5s
Message delivery
From the moment a broadcast is triggered to the message arriving on the recipient’s WhatsApp.
10,000+
Concurrent recipients
Tested with more than 10,000 recipients messaged at the same time.
ISO 27001, KVKK, GDPR
Compliance
Operated in line with ISO 27001, KVKK and GDPR, with a data processing agreement signed with every enterprise client.
AES-256
Encryption
AES-256 encryption for stored data and TLS 1.2+ for data in transit.
2FA + RBAC
Access control
Two-factor authentication and role-based permissions control who can prepare, launch and view each broadcast.
Audit logs
Full audit trail
Broadcasts, deliveries, replies and data access are logged with timestamps, and reports can be exported for auditors.
Frequently asked questions
Will the AI make up answers?
Care is designed to answer from the knowledge base and systems you connect, not from general assumptions. When it cannot find a reliable answer, it hands the conversation to a person instead of guessing.
Which questions should we automate first?
Start with high-volume, low-risk questions that have clear answers: order or delivery status, plan and pricing details, opening hours, and step-by-step setup or troubleshooting. Keep complaints, disputes and sensitive account changes with your agents.
Can Care look up order or account information?
Yes, through API integrations with your own systems, so it can answer questions such as order status or data balance for an identified customer. You decide which data it can read.
Does it replace our support agents?
No. It takes on repetitive tier-1 questions so your agents can spend their time on the complex cases where people make the difference.
Which languages does Care support?
Care communicates in multiple languages, including Turkish and English, without manual translation.
How is customer data protected?
Robofy is operated in line with ISO 27001, KVKK and GDPR, with AES-256 encryption, two-factor authentication, role-based access control and audit logs.
See Care answer your real questions
Bring a few of your most common support questions to a 15-minute demo and watch Care handle them on WhatsApp.
Related use cases
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- Robofy ResilienceBusiness continuity communication for banksReach branch staff during an outage, confirm branch, ATM and vault status within your SLA, and hand auditors the evidence.