# Customer support case with AI agents | Shimli > A single inbox for WhatsApp, Instagram, web and email, with agents that query your systems and complete the task instead of replying from a script. Support ## Customer support with AI agents: from the message queue to the reply that resolves. A single inbox for every channel, with agents that query your systems and complete the task, not just reply. Retail and services with high conversation volume The starting point The shift closes at six. The messages don’t. An ordinary Tuesday - 17:58 Has my order shipped? answered - 18:00 · support closes - 18:04 Do you have size 8 left? unanswered - 19:22 What’s my balance? unanswered - 21:47 This is the third time I write. unanswered - 23:10 Is anyone there? unanswered **+ 214** waiting for someone to open tomorrow None of those questions needed judgment: they needed someone awake. The next morning the team opened with yesterday’s queue on top of today’s, and the repetitive ate the shift before noon. How it runs ### From the incoming message to the resolved case. - 01 One message, one inbox Every channel lands in the same inbox. - 02 Intent, not keywords It reads intent, not keywords. - 03 Query and resolve It queries your database and completes the task. - 04 Hands off with context It hands off the whole thread, not a ticket. - 05 Everything gets measured Volume, resolution and reason for each escalation. What it uses from Shimli ### The pieces behind automated support. #### Omnichannel CRM WhatsApp, Instagram, web, SMS and email in one inbox, with history always in view. - How it was used here - All five channels land in the same inbox, in the same queue. - If the customer wrote before, the conversation continues the same thread. - The team stopped switching apps to reply. Inbox · Open MG **María G.** 11:30 Ok, thanks CR **Carlos R.** 10:12 Call · 4m LP **Lucía P.** Lun More info DM **Diego M.** Dom Checked balance MG **María G.** Hi, I'm interested in an item. Sure. Which one? A bed and a wardrobe. You have credit available, I'll connect an advisor. #### AI agents They resolve the full query by consulting your systems, instead of replying from a script. - How it was used here - They check the real order or balance status before replying. - They complete the task: date change, reshipment, data update. - When a case needs judgment, they hand off with the whole conversation. **Support · Store** Agent · actions live buscarPedido Database Find the order by number or phone estadoEnvio Data Check the real shipping status verInventario Database Check stock by size and store cambiarFecha Action Reschedule delivery with the customer derivarHumano Logic Escalate with the full conversation Code Interpreter Web Search #### Analytics What gets asked, what resolves on its own and where the team is genuinely needed. - How it was used here - What gets asked most, by channel and by hour of day. - What share the agent resolves without human intervention. - The reason behind each escalation, to tune what it doesn’t cover yet. Total Leads **1,208** Conversaciones **1,232** Avg reply **48m** Conversations vs messages 7D 30D 3M #### AI voice For the customer who'd rather call, with the same information and the same record. - How it was used here - For whoever calls instead of writing, without repeating their case. - Same information and same rules as in chat. - The call stays in the same case, not in a separate system. AI call · in progress 01:24 **Customer · Collections** +504 ···· Voice Agent A reminder of your $1,250 payment. Want to defer it? Customer Yes, in two installments please. The outcome ### What changes in support operations. 01 **A single inbox** The team stops jumping between apps and losing conversations in the channel nobody checked. 02 **The repetitive stops eating the shift** Status, balance and hours queries resolve themselves at any hour. 03 **Nobody repeats their story** When it escalates to a person, that person already has the full context of the conversation. This case describes how the agent operates on the process. Result figures are defined with you during discovery, against your own indicators. The other three processes ### The agent runs the same way on every one of them. [Collections From cold receivables to confirmed payment. See the case](https://www.shimliapp.com/en/casos/cobranza) [Credit From the incomplete file to a decision with everything in view. See the case](https://www.shimliapp.com/en/casos/credito) [Operations From the WhatsApp order to the invoice issued. See the case](https://www.shimliapp.com/en/casos/operaciones) ### What people ask before getting started. Straight answers on what Shimli is, what it costs, what it integrates with and who is behind it. What is Shimli? – Shimli is a platform to build and run AI agents inside a company's operation. An AI agent is a program that understands the context of a conversation, queries the institution’s systems, decides within the policies defined for it and carries the task through to the end. It is built by Sheilim LLC, headquartered in Miami. What is the difference between a chatbot and an AI agent? + A chatbot replies from a script: it recognizes an intent and returns text written in advance. An AI agent understands context, analyzes information, executes tasks in the institution’s systems and escalates to a person when needed. A chatbot replies; an agent resolves. How much does Shimli cost? + One plan at $139 a month with every feature on the platform: there are no editions or tiers. It includes 3 human seats and 1 admin, 1 Flow Builder, WhatsApp, Facebook, Instagram and web connection, and unlimited WhatsApp templates. Added separately: an extra instance at $59 a month, an extra Flow Builder at $19, an extra human seat at $9, and AI usage at $49 per 2,450 queries. You can create the account and get into the platform yourself. ### Let's build this same case on your operation. We review your **support** process, identify where the agent fits and define with you the indicators we're going to move. No commitment, nothing to install. Design my support case