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WhatsApp customer support with a shared team inbox
WhatsApp customer support software lets a whole team answer customers from one official number. On BotPulsar that means a shared inbox with assignment and collision prevention, routing rules and SLA timers, an AI agent for repeat questions, CSAT surveys after resolution — and unlimited agents on every plan, so adding a support shift never adds a seat fee.
Typical cost: 10,000 messages a month on the Pro plan costs about ₹3,149 before GST — ₹1,999 platform fee plus ₹1,150 in Meta charges at India rates effective 1 July 2026 — or ₹3,716 including 18% GST.
Customer support on BotPulsar, step by step
Bring the team into one inbox
Every agent, supervisor and part-timer works the same number, with presence so two people never answer the same chat.
Route by topic
Rules send billing, delivery and technical chats to the right team, inside business hours or to an after-hours reply.
Let AI take repeat questions
An AI agent answers from your help articles and hands off anything it cannot, with the conversation summary attached.
Hold the SLA
SLA timers flag chats about to breach, so supervisors reassign before a customer waits too long.
Measure satisfaction
A CSAT survey goes out after resolution and scores are reported per agent and per team.
Monthly cost: Customer support
Meta's India rates effective 1 July 2026, passed through at cost. BotPulsar adds no markup.
| Line | Volume | Rate | Monthly |
|---|---|---|---|
| BotPulsar Pro plan (unlimited users) | — | flat | ₹1,999 |
| Meta service: agent replies (2,000 tickets × 4) | 8,000 | ₹0.115 | ₹920 |
| Meta utility: CSAT surveys and ticket updates | 2,000 | ₹0.115 | ₹230 |
| Total before GST | 10,000 | ₹3,149 | |
| GST at 18% | ₹567 | ||
| Total including GST | ₹3,716 |
Replies inside the 24-hour customer service window are free until 1 October 2026 and billed per message from that date; the example uses the rate that applies from October.
Who uses this
Limitations to know first
- From 1 October 2026 every support reply has a Meta per-message cost; very long chats cost more than short ones.
- Routing, SLA timers and CSAT are Pro features; Growth has the shared inbox, teams and business hours.
Ready-made templates
- Support ticket created (utility)
- Support ticket resolved (utility)
- Customer satisfaction survey (utility)
- Out of hours auto-reply (utility)
Terms used on this page: Shared inbox · SLA · CSAT · Customer service window · Guide: WhatsApp shared team inbox: assignment, SLAs and collision prevention
Customer support on WhatsApp: common questions
How many agents can use one WhatsApp number on BotPulsar?
Unlimited, on every plan. BotPulsar never charges per seat, so adding a night shift or seasonal staff costs nothing extra.
Are WhatsApp support replies free?
Until 1 October 2026, replies inside the 24-hour customer service window are free. From that date Meta charges for them per message at the service rate.
Can an AI agent answer support questions?
Yes, on Pro — grounded in your own help articles, with a hand-off to a person whenever it is unsure or the customer asks for one.
Can we measure first response time and CSAT?
Yes. SLA timers track first response and resolution time, and CSAT scores are reported per agent and per team.
Does it stop two agents replying to the same customer?
Yes. Collision prevention shows who is viewing or typing in a chat, and assignment gives each conversation one owner.
Can we reply after the 24-hour window closes?
Only with an approved template, such as a ticket update. Free-form replies need the customer to message again.
Other WhatsApp workflows teams run on BotPulsar
Fee reminders
Due-date and overdue reminders to parents, with a payment link and delivery proof.
Abandoned cart recovery
Timed cart reminders from your store's events, with an optional offer follow-up.
Order & delivery updates
Confirmation, shipped, out-for-delivery and delivered updates from store events.
COD confirmation
One-tap Confirm/Cancel for cash-on-delivery orders before dispatch.
OTP & verification
One-time passcodes through Meta's authentication templates, sent by API.
Lead qualification
AI or Flow-based questions, CRM deal creation and hand-off to sales.