Create a support operation where automation handles repeatable work and authorised agents own exceptions, sensitive cases and valuable conversations.
Tick-Twice combines FAQ automation, guided workflows, a shared team inbox, routing, tags and reporting to help businesses manage customer service on WhatsApp.
Use bots to reduce repetition, not to hide the route to a person.
Answer approved repetitive questions immediately.
Coordinate multiple agents on one business number.
Send conversations to the correct queue or specialist.
Pass collected data and chat history to the agent.
Organise issues, priority and follow-up status.
Review queue, handling and escalation patterns.
Identify intent and immediate urgency.
Automate the answer or guided task where appropriate.
Transfer exceptions with context and priority.
Confirm resolution and record the outcome.
Design for customer effort, accuracy and ownership.
Handle status, delivery, return and refund questions.
Guide requests and route sensitive cases securely.
Manage reminders, rescheduling and common clinic questions.
Concise answers designed for customers, search engines and AI assistants.
Yes. Workflows should provide a defined handover path for complex, sensitive or unresolved conversations.
Routing rules can assign conversations by topic, branch, language, product or available customer context.
Automated responses should be governed and reviewed; changes should not be deployed without appropriate quality control.
Use a balanced view of resolution, customer effort, queue health and repeat contact rather than response speed alone.
Map urgency, identity checks, specialist queues and resolution ownership.
Case routed with context