Product / Customer Service Agent
Every customer message, with a reply already drafted
Your Customer Service Agent reads each WhatsApp message in your shared inbox and drafts the reply from your prices, business knowledge and the customer's own orders. Your team checks it, changes what it needs and sends it.
How a reply happens
The agent drafts, your team sends
In the beta, nothing reaches a customer until someone on your team sends it. The agent takes the typing off your team, not the decision.
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/ 01
A customer messages you
On any WhatsApp number in your shared inbox. The agent answers for your whole business, so it quotes the right business unit's prices and hours.
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/ 02
The agent drafts the reply
The draft appears as grey text in the reply box, in the customer's language. Everyone on the team sees the same draft.
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/ 03
Your team sends it
Tab inserts the draft, Esc dismisses it, and typing your own reply replaces it. Change anything before you send.
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/ 04 Optional
It learns overnight
It reads what your team actually sent and drafts new knowledge from it, for you to approve.
In your inbox
A draft in the reply box, not a chatbot in front of your customers
The Customer Service Agent works inside the EasyBiz shared inbox your team already uses, in the back office and at the counter chat desk. Customers keep talking to your business on your own number. The agent only saves your team from typing the same answers again.
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The draft sits in the reply box as grey text. Tab inserts it, Esc dismisses it, and typing your own reply replaces it.
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It replies in the language of the customer's latest message, or always in English or Chinese if you set it to.
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Every teammate who opens the chat sees the same draft, so nobody waits for a new one.
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Complaints, refund or compensation requests, price negotiation and customers asking for a person get "Needs a person" instead of a draft.
What it knows
Answers from your own facts, not guesses
Prices, services, minimum orders, opening hours and your brand come straight from your EasyBiz settings, so the price you change today is the price it quotes today. Everything else, such as policies, turnaround times and what you will not do, goes into Business Knowledge once, in your own words.
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Services, prices, minimum orders, opening hours and brand are read from where you already keep them. Your settings always win over any text.
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A short description of how you work, such as pickup, drop-off and where you are. Every EasyBiz AI agent reads it.
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Order status, payment and pickup details for the customer in the chat, and no one else's.
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The saved replies your team already uses in the inbox, so the agent words things the way you do.
Learns from your team
It picks up what your team keeps telling customers
Each night the agent reads the replies your team sent and drafts knowledge entries from them: a turnaround time, a fee, an exception. A draft goes live by itself once staff say the same thing again in other chats, or straight away when you approve it.
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Learned entries arrive marked "Learned from inbox", next to the ones you wrote yourself.
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Approve an entry to use it now, change its wording, or delete what is wrong.
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When your team starts saying something different, it drafts a replacement for the old entry instead of keeping both.
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Learning from inbox replies can be turned off. Then only what you write is used.
Your rules
Set how it writes, then test it before customers see it
Pick the tone, the length and the language, add a few lines of guidance, and list the topics that must always go to a person. Then ask the test chat what customers ask, and see the answer before any customer does. Tests never send anything and are free.
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Friendly, professional or casual; short, balanced or detailed. Short suits WhatsApp.
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How to greet, how to sign off, and what to ask first, such as the order number.
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Add your own topics on top of complaints, refunds, price negotiation and requests for a person.
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See what it looks up for every reply, such as prices, minimum orders, opening hours and promotions, each linked to where you change it.
The beta
Free during beta, then one AI balance for every agent
The beta is Suggest mode: the agent drafts and your team sends. It costs nothing during the beta, and beta use is never billed later. At paid launch, its work is paid from the same prepaid SGD AI balance as the Design Agent, with no separate subscription, and the prices are published before then. Replies the agent sends on its own are not part of the beta.
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Setting it up, drafted replies and learning from your inbox cost nothing while the beta runs.
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At paid launch, you top up one SGD AI balance and every EasyBiz AI agent draws from it.
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Turn Suggest replies on once and the agent drafts in every inbox, for every sales channel and business unit.
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Answering customers without a person in between is not part of this beta.
Better together
Connect this product to the next part of your workflow.
Use this product on its own, or connect it with another EasyBiz Cloud product when the next handoff needs shared customer or order context.
FAQ
Common questions about Customer Service Agent
What does the beta include?
Suggest mode. Once you turn it on, the agent drafts a reply in your shared inbox for every customer message, in every inbox, and your team sends it. Business Knowledge, learning from your team's replies, reply style and hand-over topics are all included. Replies the agent sends on its own are not part of the beta.
What does it cost?
Nothing during the beta, and beta use is never billed later. At paid launch, its work is paid from a prepaid SGD AI balance, the same one the Design Agent uses, with no separate subscription. We publish the prices before paid launch.
What do I need to use it?
A WhatsApp number connected to your EasyBiz shared inbox. Drafts appear wherever your team works conversations: the CRM inbox, with CRM Professional, and the counter chat desk, with Point of Sale Professional.
Will it make things up?
It answers from your settings, your business knowledge and the customer's own orders. When it is missing a fact, it says your team will check, or leaves a marked gap for your team to fill, rather than inventing one. It can still be wrong, which is why a person on your team reads every draft before it is sent.
Will my customers know a draft came from AI?
Customers get the reply your team sends, from your business's number, the same as any other message. During the beta the agent never messages a customer itself.
Which languages does it write in?
It replies in the language of the customer's latest message. You can also set it to always reply in English or always in Simplified Chinese.
Can I turn it off?
Yes. Turn Suggest replies off for the whole business, or pause suggestions just for yourself from the draft's menu. Conversation history is kept.
When will it reply to customers by itself?
Not during this beta. When automatic replies open, they will be a separate setting you turn on yourself, with the staff who are told when a conversation needs a person. Until you do, nothing changes.
Start with EasyBiz Cloud
Start with the workflow that needs attention now.
Try the products you need first, then add connected workflows as your business grows.