Reply inline in the ticket thread, or send by email or WhatsApp from the same screen
Service CRM · Service Desk
Reply, Email & WhatsApp
Answer in the thread or on the customer's own channel
app.quipcom.ai
In detail
What Reply, Email & WhatsApp does
Part of Service Desk in QuipCRM — Service CRM. One screen per ticket: the queue, the whole conversation, and the AI that reads both.
Assignment and channel choice shown together before sending
Every outbound reply, whichever channel, lands back on the same ticket record
Where it fits
Everything an agent needs, on one screen
Reply, Email & WhatsApp is 6 of 9 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Reply, Email & WhatsApp supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with Reply, Email & WhatsApp
Support Agent
Own the queue, reply, act on the ticket, escalate when it is warranted.
- Queue, conversation and AI on one screen
- A drafted reply to edit instead of a blank box
- Reply in the thread, by email or on WhatsApp from one place
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.