For Support Teams
WhatsApp Support: Every Question Answered Fast
Answer customers on WhatsApp as a team, let an AI assistant handle common questions around the clock, and turn conversations into tickets in the tools you already use.
Join 30+ businesses already running WhatsApp with SyncMate
SM
Conversation
Assigned to Mike (Support)
Customer
Daniel · #2210
Topic
Return request
Status
Open
First reply
AI assistant
Note
Added 1 min ago
Refund approved, send label
DL
Daniel Lee
online
Hi Daniel, your return is approved. Here is your prepaid label: assistro.co/r/2210
16:20
That was quick, thank you!
16:28
Shared team inbox
AI assistant replies
Human handover built in
Your own WhatsApp number
Definition
What Is WhatsApp Support with SyncMate?
SyncMate gives your support team one WhatsApp number they can all work from. Chats are claimed, noted and closed in a shared inbox, an AI assistant answers routine questions from your own documents, and tickets are created from the conversation.
Who is it for?
Support teams handling order, booking or account questions on WhatsApp who have outgrown one shared phone.
Teammates join with an access key, so there is no phone to pass around end to end. You can run it on your existing number with no Meta verification, or connect the official WhatsApp Business API when you need a verified business identity — both are supported.
Use cases
Real Use Cases for WhatsApp Support
Named, concrete workflows you can set up in minutes.
Orders: Where Is My Order?
Order questions answered in minutes, not when one phone is free.
Example workflow
Customer asks → agent checks the order → reply with tracking
After Hours: AI First Response
The assistant answers common questions at night and hands over when it can’t help.
Example workflow
Message at 11 pm → AI answers from your docs → agent follows up
Escalations: Hand Over to a Specialist
Notes travel with the chat, so nobody asks the customer twice.
Example workflow
Chat claimed → internal note → reassigned to billing
Shared Inbox
Tickets: Log Every Conversation
Turn a WhatsApp question into a ticket in your helpdesk or CRM.
Example workflow
Chat → ticket in HubSpot, Zoho CRM or Freshdesk
Freshworks integration
Capabilities
Everything Support Teams Can Do with SyncMate
Twelve capabilities for answering WhatsApp together, faster.
Shared Team Inbox
Everyone works the same WhatsApp number from their own browser.
Chat Assignment
Claim a conversation so two people never answer the same customer.
Internal Notes
Leave private context on a thread that customers never see.
Conversation Status
Mark chats open, waiting or closed so nothing falls through.
AI Assistant
Answers common questions using documents you upload.
Human Takeover
Hand the chat to a person on keywords like “agent” or “refund”.
Business Hours
Send an away message and let the assistant cover nights and weekends.
Canned Replies
Keyword-based quick answers for the questions you get every day.
Satisfaction Surveys
Ask customers to rate the conversation when it wraps up.
Multi-language Replies
The assistant can answer in your customer’s language.
Tickets From Chats
Create HubSpot or Zoho CRM tickets without leaving WhatsApp.
Media and Files
Send screenshots, PDFs and return labels in the chat.
AI Takes the First Reply
The assistant answers from your help docs and FAQs, and steps aside the moment a person is needed.
Knowledge base: upload the documents it answers from
Handover: keywords or limits pass the chat to a person
Hours: different behaviour in and out of business hours
SM
Conversation timeline
Live
Customer asked about returns
WhatsApp · 23:04
AI assistant answered
Assistant · 23:04
Customer asked for a person
WhatsApp · 23:06
Claimed by Mike
Inbox · 09:02
The Whole Team on One Number
Everyone works the same WhatsApp number from their own browser, with no phone passed around.
Claim a chat so two people never answer the same customer
Leave internal notes customers never see
Revoke a teammate’s access the moment they leave
Works with
Works With Your Support Stack
Create tickets and keep records up to date from the WhatsApp conversation.
HubSpot
Save the contact and open a ticket from the chat, with the conversation logged.
What you can do
Tickets · Notes · Contacts · Sync
HubSpot integration
Zoho CRM
Create cases, tasks and notes in Zoho CRM from any conversation.
What you can do
Tickets · Tasks · Notes · Sync
Zoho CRM integration
Freshworks
WhatsApp for Freshdesk and the rest of the Freshworks suite.
What you can do
Freshdesk · Freshsales · Alerts
Freshworks integration
Chrome Extension
A CRM sidebar in WhatsApp Web and the shared inbox for your team.
What you can do
Shared inbox · Sidebar · Export
Chrome extension
3 Ways to Connect Your WhatsApp
Choose the connection method that fits — from a two-minute browser setup to the official enterprise API.
Web WhatsApp
Connect through WhatsApp Web — the fastest way to start. Scan a QR code in your browser and automate.
Instant setup — under 2 minutes
Works with personal WhatsApp
No API approval needed
Requires your machine and browser to stay on
Assistro Standard
Scan a QR code once and Assistro's cloud relay keeps your WhatsApp connected 24/7 — no machine needed.
No machine-on limitation
Cloud-based 24/7 relay
Works with personal WhatsApp
No API approval needed
Always connected — no machine required
Meta Business Number
Use the official WhatsApp Business API via Meta for enterprise messaging with a verified business identity.
Official Meta verification
Green badge verified business
Higher messaging limits
The most reliable way to send at scale
Shared Inbox
One WhatsApp number, your whole team
Give each teammate an access key and they answer from their own browser — no phone passing around, and every chat shows who owns it.
Chat assignment — claim a conversation so two people never answer the same customer
Internal notes — private context on a thread that only your team can read
Open, waiting, closed — track where every conversation stands
CRM context — HubSpot, Zoho CRM or ClickUp record beside the chat
Shared Inbox from $10/month — see how it works.
SyncMate Inbox
NR
TM
LP
AC
Acme Ltd
Looks great — approving now.
3m
Nadia R.
BC
Beta Co
Can you resend the invoice?
20m
1
TR
Tom Reilly
Is the demo still on for 3pm?
2h
AC
Acme Ltd
Nadia R.
Open
Proposal sent — let me know if you have questions.
16:20
Looks great — approving now.
16:28
Internal note · Nadia R.
Asked about annual billing — loop in finance before Friday.
CU
HubSpot
Contact
Acme Ltd
Deal stage
Proposal
Assignee
Nadia R.
Follow-up
Friday
Synced
FAQs
WhatsApp Support FAQs
Can my whole team answer from one WhatsApp number?
Yes. The admin connects the number once and shares access keys. Teammates answer from their own browser and can claim, note and close chats.
How does the AI assistant work?
You upload your help documents and the assistant answers routine questions from them. You choose its name, welcome and fallback messages, business hours and the keywords that hand a chat to a person.
Can the AI hand over to a person?
Yes. Set keywords like “agent” or “refund”, or a message limit, and the chat passes to your team.
Can customers see internal notes?
No. Internal notes stay inside SyncMate and are only visible to your team.
Does my phone or computer need to stay on?
With Assistro Standard the cloud relay keeps your number connected 24/7. If WhatsApp Web is your source, the admin’s WhatsApp Web tab needs to stay open.
Can I create tickets from WhatsApp chats?
Yes. With the SyncMate Chrome extension you can create HubSpot or Zoho CRM tickets, tasks and notes straight from a conversation.
Do I need the WhatsApp Business API?
No. SyncMate sends from your personal or WhatsApp Business number with no BSP approval or Meta verification. If you need the green verified badge and higher limits, connect the official Meta Business API instead.
How much does it cost?
The shared inbox starts at $10/month, and paying yearly gets you 12 months for the price of 10. Talk to our team about the AI assistant and integrations for your setup.
Ready to Support Customers on WhatsApp?
One number, your whole team, with an AI assistant for the questions you answer every day.