Ends with a closed out request

Customer service and support

Order questions, account changes and “where is my” requests answered in the thread, with a person one message away.

What it does

The common questions closed out. The rest handed to a person, with the thread.

Most support messages are the same twenty questions. Targeto answers them within seconds, from the facts and policies you give it, on whichever channel the customer used.

The ones that need a person go to a person, with the conversation, the intent read and the contact record attached. The customer never explains twice.

See how it works
Live transcriptSupport on WhatsApp Business
Hi, my order has not arrived yet
order status96%
Sorry about that. Order #4821 shipped on Tuesday and is due tomorrow. Want the tracking link?
Yes please. Also can I change the delivery address to my office?
needs a person92%
Sent. For the address change I will bring in a teammate so it is done right. One moment.
SD
Sent to the support deskOrder #4821, request and full thread attached · 0.9 s
What you get

Support that answers, then knows when to stop.

Four things a good support desk does, done on SMS, RCS and WhatsApp without a queue in the way.

  1. Answers from your own facts

    Hours, policies, order status, account details. Targeto answers from what you give it and does not make up an answer it does not have.

  2. Requests closed in the thread

    A tracking link, a booking change, a receipt resent. If it can be done in the conversation, it is done there, and marked closed.

  3. Handoff with everything attached

    When a request needs a person, the thread, the intent read and the contact record go with it. Your team picks up mid conversation, not at the start.

  4. One thread on any channel

    A question that starts on SMS and continues on WhatsApp is one conversation on one record. The customer is never asked for their order number twice.

Who runs it
Online storesSubscription servicesClinics and practicesProperty managersUtilities and telecomsTravel and hospitality
Conversations on autopilot

Every reply gets read, gets answered and gets carried to a result.

Targeto takes the whole conversation from start to finish. When a customer replies, it reads what they actually want, answers within seconds in your voice and keeps the thread going until it lands on something you can count. A booked appointment. A qualified lead. A request that is closed out.

Message arrives
1Message arrivesSomeone writes “Can we move tomorrow’s appointment?” on SMS, RCS or WhatsApp.
2Intent readAppointment · reschedule. The meaning is understood, not just a keyword match.
3Reply sent“Of course. 10:30 or 2:00 tomorrow?” Sent on the channel they used.
4BookedCalendar updated, CRM updated, confirmation delivered.
What changes

What changes on the desk.

When the repeat questions answer themselves, the queue is made of the conversations that actually need a person.
Every thread ends with a closed out request

  1. First reply in seconds, around the clock

    A customer who writes at midnight gets an answer at midnight. The queue does not build overnight for the morning shift to clear.

  2. Repeat questions off the desk

    Order status, hours, how to change a booking. Handled in the thread so your team is not typing the same answer for the hundredth time.

  3. Your people take the hard ones

    Refund exceptions, upset customers, anything you have marked for a human. They arrive with context, so the first message from your team is already useful.

  4. Every request logged and closed

    What was asked, what was answered and whether it was resolved sits on the contact record, on every channel.

Common questions

Questions support leads ask.

Five short answers on accuracy, handoff and channels. More on the full FAQs page.

See all questions
How does it know the answers?

From what you give it: policies, hours, product facts and, where connected, live order and account data. If it does not have an answer, it says so and brings in a person rather than guessing.

What if a customer is upset?

Frustration is read as intent, like anything else. You decide the threshold, and past it the thread goes to a person with the context attached rather than another automated reply.

Can customers reach a person any time?

Yes. Asking for a person is always honoured. The request is read in plain language, so “can I talk to someone” works without a menu or a keyword.

Does it work on WhatsApp?

Yes, alongside SMS and RCS. Support threads often live on WhatsApp because customers can send photos and documents there. Consent for WhatsApp is recorded separately.

How are resolved requests tracked?

Each request is marked open, handed off or closed on the contact record, with the thread attached, so you can see what was handled automatically and what went to your team.

Other jobs

Four more things businesses run on Targeto.

Same contact record, same three channels, same price. Each job has its own page and each one ends in something you can measure.

  1. Appointment schedulingends with a booked slot
  2. Sales and lead generationends with a qualified lead
  3. Lead nurture and follow-upends with a lead back in play
  4. Emergency responseends with everyone accounted for
Get started

See it run on your queue.

Thirty minutes. We take a few of your real support questions on SMS, RCS or WhatsApp, answer them live and show you the bill.