Always-on Support
Answer common questions Outside Office Hours
Interlinked helps teams cover repetitive support and sales questions across connected messaging channels while preserving human handoff for sensitive or high-context requests.
Always-on support
Feature console
Signal
first-line answers
Policy and business answers
Use approved business context to answer questions about hours, locations, catalog details, services, delivery, pickup, and appointment rules.
Channel continuity
Keep support threads connected to WhatsApp, Instagram, or Facebook Messenger so the team can review the original conversation.
CRM visibility
Support context, customer messages, and manual control live in the CRM instead of disappearing after the AI replies.
AI handles the repeatable path while the team keeps visibility into context, exceptions, and handoff moments.
Capability anatomy
Support coverage that respects the workflow
Always-on support works best when the agent knows what it can answer and when a human should review.
Policy and business answers
Use approved business context to answer questions about hours, locations, catalog details, services, delivery, pickup, and appointment rules.
Channel continuity
Keep support threads connected to WhatsApp, Instagram, or Facebook Messenger so the team can review the original conversation.
CRM visibility
Support context, customer messages, and manual control live in the CRM instead of disappearing after the AI replies.
Escalation by judgment
If a customer needs account-specific help, an exception, or sensitive support, the team can pause the AI and respond directly.
Workflow sequence
How always-on support is configured
01
Add the approved context
Provide the policies, catalog or services, business hours, locations, and workflow-specific rules the AI should use.
02
Connect support channels
Publish the agent on the messaging channels where customers expect fast answers.
03
Review exceptions
Use CRM and manual control to inspect conversations that need a person, then improve AI Config when repeated gaps appear.
Feature FAQ
What to know before launch
Does always-on support mean every issue is automated?
No. Interlinked should automate repeatable questions and route complex or sensitive issues to a human reviewer.
Can support answers use current business information?
Yes. AI Config, catalog or service context, business hours, locations, and workflow rules shape what the agent can answer.
Which channels can be covered?
The public docs describe connected channels including WhatsApp, Instagram, and Facebook Messenger.