Customer Support Automation: care that never sleeps

Connect one social channel and one knowledge source, and a single support agent answers your customers' messages and comments around the clock — quoting your real prices, your real policies, your real stock.

Most online stores don't lose sales because their product is wrong. They lose sales because nobody answered "ভাই দাম কত?" at 11:40pm on a Friday.

The questions arriving in your inbox are overwhelmingly the same handful, asked thousands of times: what's the price, do you have it in blue, do you deliver to Sylhet, how do I pay, where's my order. Every one of them is answerable from information you already have written down. The problem was never difficulty — it was that answering required you, awake, holding a phone.

Customer Support Automation removes that requirement.

What it actually is

It's a hand-curated automation template that sets up one support agent watching every social channel you connect. The same agent, the same knowledge, answering on WhatsApp, Messenger, and Instagram at once — so a customer gets the same answer no matter where they found you.

It's included free with your subscription tier. There's no add-on fee; it just consumes your normal credits as it runs.

The two things it needs

Setup asks you for exactly two categories of input. This is the whole dependency list.

1. At least one social channel — where conversations arrive:

Connect one or connect all three. Each authenticates with a single sign-in popup, no copying tokens out of a Meta dashboard.

2. At least one knowledge or inventory source — what the agent is allowed to say:

Karbar — your live catalog. Gives the agent product search, prices, descriptions, images, variants like colour and size, payment methods, coupon validation, and the ability to place a real order.
Files — your documents. PDF, Word, PowerPoint, Excel, HTML, Markdown, or plain text. Return policy, delivery charges, size chart, FAQ.

You can connect both, and most stores should. Karbar answers "is the blue one in stock?". Files answers "what if it doesn't fit?".

:::tip The quality of your automation is capped by the quality of these two inputs. An agent connected to a vague one-page FAQ gives vague one-page answers. Ten minutes spent writing down your actual delivery charges and return window is the highest-leverage work in this entire setup. :::

What it does once it's live

Replies to messages on every connected channel. One shared agent, so your Instagram answer and your WhatsApp answer never contradict each other.

Answers from your catalog. With Karbar connected it searches products by keyword, category, or brand, pulls full details including variants, and lists the payment methods you actually accept — Cash on Delivery, bKash, whatever you've configured.

Places orders. Not "tells the customer how to order." Places the order, with their name, phone number, and delivery address, directly through Karbar while the customer is still in the conversation.

Answers from your documents. Policy and FAQ questions get answered from your uploaded files, and only from your uploaded files.

Replies to Page comments. Not just the inbox. When someone comments "price?" under your Facebook post, the agent can reply to the comment, and can move that public comment into a private message to take the order properly.

Shows a typing indicator. On Messenger and Instagram, the customer sees the three dots while the reply is being composed. Small thing, but it reads as a person paying attention rather than a machine that went quiet.

Checks your blocklist first. Every incoming message is checked before a reply goes out, so blocked senders never get a response.

Setting it up

Open the Builder App and go to Automations → Browse Templates → Customer Support. The wizard walks you through three things in order:

Connectors — pick the channels and knowledge sources described above. Connect these first; nothing downstream works without them.
Agent — describe your business in plain language. What you sell, your tone, what to do when it doesn't know an answer.
Autotasks — the specific units of work the agent performs.

Then toggle it live.

One note on Files: after uploading, your documents are processed in the background — usually seconds, sometimes a couple of minutes for large files. The agent can't use a file until processing finishes. Check the connector page before you go live and wonder why the FAQ isn't working.

Nothing here is permanent. You can revisit and adjust the configuration at any time as your business changes.

The first week matters most

Go live, then go watch. Open the Console App and read the actual conversations.

You are looking for one specific thing: questions the agent handled badly. Every one of those is a gap in your inputs, and every gap has an obvious fix.

What you see in Console	What it usually means	The fix
Agent gives a vague or hedged answer	The information isn't in your files	Add it to a document, re-upload
Agent quotes a wrong price or stock level	Catalog is out of date	Update it in Karbar
Agent misses a common phrasing	Agent instructions are too narrow	Broaden the description
Agent answers off-brand	Tone wasn't specified	Say how you want it to sound

Do this loop for a week and the automation stops being generic software and starts being your store's support agent. Most of the work of a good automation happens after it goes live, not before.

When to build something custom instead

This template covers the common shape: customers message, agent answers using catalog and documents, orders get placed. If your support flow has logic this doesn't fit — routing by product line, escalation rules, a step that touches a system Karbar doesn't know about — that's what Custom Automation is for. Describe what you want to Dada and it gets built.

But start here. Connect one channel, upload your FAQ, and let it run for a week. The gap between "nobody answered at 11:40pm" and "someone did" is the largest single improvement available to most stores, and it takes an afternoon.

Common questions

Do I need to know how to code?

No. Everything described here is done through the Builder wizard — connecting channels, describing your business in plain language, and toggling the automation live.

Does it cost extra?

No. Customer Support is included free with your subscription tier. It consumes your normal credits as it runs, like any other automation.

What if I only sell through Facebook?

That's fine — one channel is the minimum, not the recommendation. Connect Messenger alone and add the others later whenever you're ready.

Can it place real orders, or just answer questions?

Real orders, when Karbar is connected. It collects the customer's name, phone number, and delivery address and places the order inside the conversation. Without Karbar, it can still answer questions from your uploaded files.

What happens if the agent doesn't know an answer?

That's what the agent instructions are for — tell it explicitly what to do when it's unsure, such as saying it will check and pass the conversation to you. Then watch Console for those moments and close the gap in your knowledge source.

Can I stop it from replying to specific people?

Yes. Every incoming message is checked against your blocklist before a reply is sent, so blocked senders never get a response.