Customer Support
The Customer Support automation template.
Overview
Customer Support is a premium, hand-curated Automation Template included free with your subscription Tier — there's no extra charge to use it, only your normal credit usage as it runs.
It sets up a single support agent that automatically replies to customers on WhatsApp, Messenger, and Instagram, answering questions and helping place orders using your own store inventory and knowledge base for context.
What it needs to connect
During setup you'll be asked for:
- At least one social channel — WhatsApp, Messenger, or Instagram. You can connect more than one.
- At least one knowledge/inventory source — Karbar for product and order lookups, and/or Files for FAQs, policies, or other reference documents.
What it does
- Replies to incoming customer messages on every social channel you've connected, using one shared support agent.
- Looks up products and places orders directly through Karbar when connected.
- Answers product, policy, and FAQ questions using your uploaded documents when a knowledge base is connected.
- Shows a typing indicator on Messenger and Instagram while it prepares a reply.
- Automatically checks incoming messages against your blocklist before replying, so blocked senders never get a response.
Setting it up
Use it like any other template from Automations → Browse Templates in the Builder App. During setup, configure its Connectors, Agent, and Autotasks to match your business — the wizard walks you through each step. You can revisit and adjust the configuration anytime as your needs change.
Tracking performance
Once it's live, head to the Console App to review its conversations, performance metrics, and insights.
Next steps
Not quite the right fit? See Custom Automation to build a support workflow tailored to your business with Dada.