Use case · Customer support automation

Your support team answers the same five questions a hundred times a day

Astra.Chat handles routine queries automatically — password resets, account status, invoice copies, opening hours. Astra.Helpdesk routes everything else to the right person with SLA tracking. Your team focuses on the cases that actually need a human.

Astra.ChatAstra.Helpdesk

See it for your support team About Astra.Helpdesk

Astra.Helpdesk — Support queue

Open

71%

Auto-resolved

At risk

Avg response

#4821Georgi M.Invoice copy requestViberAuto-resolved—

#4822Ana P.Can't log in to portalWhatsAppIn progress2h left

#4823Dimitar K.Billing dispute — overchargeEmailEscalated⚠ 30m left

#4824Maria S.Opening hours questionChatAuto-resolved—

#4825Ivo N.Cancel subscriptionWhatsAppWaiting4h left

70%+

queries resolved without an agent

4 ch.

WhatsApp, Viber, chat, email

100%

SLA visibility in real time

tickets lost or unassigned

How it works

AI handles the routine. Humans handle the rest.

Customer sends a message

Via WhatsApp, Viber, web chat, or email. Astra.Chat receives it instantly — no manual inbox checking, no queue delays.

AI classifies and responds

Routine queries — password resets, account status, opening hours, invoice copies — are answered automatically from your knowledge base.

Complex queries route to the right person

Anything the AI can't handle is routed to the correct team in Astra.Helpdesk — with full conversation history, priority, and SLA clock ticking.

SLA tracking keeps nothing waiting

Every ticket has a deadline. Supervisors see what's at risk before SLA breaches happen. Escalation rules fire automatically.

What changes

Your team stops being a message router

70%+ of routine queries resolved without a human
Agents handle complex cases — not password resets
SLA tracking with automatic escalation
WhatsApp, Viber, web chat, and email — one inbox
Full conversation history visible to every agent
No ticket lost, no query unanswered

Resolution breakdown

71%

Auto

18%

Agent (1st reply)

11%

Escalated

SLA health this week

Within SLA94%

At risk (escalated)4%

Breached2%

Astra.Chat + Astra.Helpdesk together

Astra.Chat handles the front door

WhatsApp, Viber, web chat, and email all land in one inbox. AI responds to routine queries. Conversations are threaded per customer, not per message.

Astra.Helpdesk manages everything complex

Tickets created automatically for every escalated query — with priority, assignment rules, SLA deadlines, and full conversation history.

SLA tracking with escalation

Every ticket has a deadline. Supervisors see what's at risk before SLA breaches. Escalation fires automatically — no manual chasing.

Learn about Astra.Chat Learn about Astra.Helpdesk

In production

“Deployed across telecom, retail, and professional services businesses — automating first-line support via Viber and WhatsApp, with Astra.Helpdesk handling everything that requires a human. Configured and maintained by the AstraCore team.”

— Multiple sectors, Bulgaria and the region

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Ready to get started?

See this running for your support team

We'll show you how Astra.Chat and Astra.Helpdesk work together for your query volume, your channels, and your SLA commitments.

Book a discovery call