Customer Support

Turn Your Social Channels Into a Support Desk — With AI That Actually Resolves Tickets

One inbox for Instagram, WhatsApp, Messenger, Telegram, and your website. AI resolves common questions instantly. Your team handles the complex stuff.

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Inbox screenshot

AI Resolves, Agents Handle the Rest

Watch AI answer an order inquiry, then seamlessly hand off a complex request to your team

Hi, my order hasn't arrived yet. Order #4521
AI processing
I found your order #4521. It shipped on Monday and is currently in transit. Here's the tracking link: track.example.com/4521
Estimated delivery is tomorrow between 2-6 PM. Would you like me to notify you when it arrives?
Yes please. Also, can I change the delivery address?
Escalated to agent
I've set up a delivery notification for you. For the address change, let me connect you with our support team who can update that right away.
Sarah from our team will be with you in just a moment. She has the full context of our conversation.

Omnichannel Inbox

One inbox for Instagram DMs, WhatsApp, Messenger, Telegram, and your website widget. See every conversation in one place, with platform icons so you never lose context.

  • Instagram, WhatsApp, Messenger, Telegram
  • Embeddable website chat widget
  • Real-time conversation updates via SSE

AI Auto-Resolution

AI answers common questions using your knowledge base. It resolves simple inquiries in under 10 seconds and only escalates complex issues to your team. Your agents handle the hard stuff, AI handles the rest.

  • Knowledge base-powered AI responses
  • Auto-resolves FAQs instantly
  • Smooth bot-to-human handoff

Smart Triage & Routing

Route conversations to the right agent automatically. Set rules by channel, keyword, tag, business hours, contact segment, or AI-detected intent. Round-robin or manual assignment.

  • Rules engine: channel, keyword, intent, hours
  • Round-robin or manual agent assignment
  • Priority levels: low, normal, high, urgent

Embeddable Website Widget

Drop a single script tag on your website and a live chat widget appears. Collect pre-chat info, show business hours, and display online status. Your customers get help without leaving your site.

  • One line of code to install
  • Pre-chat form for name, email, question
  • Business hours and online status display

Works With the Full SociaHive Platform

Customer support is better when it connects to your automation, booking, and AI tools.

Automation

Instagram Automation

Automate DMs before they hit the inbox

Learn more
Automation

WhatsApp Automation

Interactive buttons and auto-replies

Learn more
Booking

Appointment Booking

Book appointments directly in chat

Learn more
AI

AI Flow Builder

Build support flows with natural language

Learn more

Simple, transparent pricing

Customer support included in Pro and Agency plans

Recommended

Pro

$129/mo

5 accounts, 3,000 AI credits

See all plans

View full pricing →

Frequently Asked Questions

Can I use it without automation?
Yes. The support inbox works as a standalone tool for managing conversations across Instagram, WhatsApp, Messenger, Telegram, and your website. Automation enhances it but is not required.
Does the website widget slow down my site?
No. The widget loads asynchronously and is under 30KB. It has zero impact on your page load speed or Core Web Vitals.
How does bot-to-human handoff work?
When AI cannot resolve a query (low confidence or customer requests human help), it flags the conversation and routes it to an available agent. The customer sees a seamless transition, not a "transferring you" message.
Can I set SLA policies?
Yes. Set first-response and resolution time SLAs per priority level. Agents get alerts when approaching a breach. The dashboard tracks SLA compliance across the team.
How many agents can use it?
Pro tier supports up to 5 team seats. Agency tier supports up to 15. Each agent gets their own presence status, conversation limits, and performance tracking.
Which channels does the inbox support?
Instagram DMs, WhatsApp, Facebook Messenger, Telegram, and your website (via the embeddable widget). All channels appear in one unified inbox.
Can I use canned responses?
Yes. Build a library of template responses for common questions. Agents insert them with one click, then personalize before sending.
Which plans include customer support features?
Customer support is available on Pro ($129/mo) with 5 routing rules and 1 widget, and Agency ($349/mo) with unlimited routing rules and 5 widgets.

Start Resolving Tickets Faster Today

Join businesses using SociaHive to support customers across every channel.

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