Calls outside office hours
Customers call in the evening and on Sundays. A phone that rings out means a frustrated customer, and sometimes a cancelled order.
Stores, service businesses & helplines
Answer every customer call and WhatsApp, day and night
waca.ai answers your support number and WhatsApp around the clock. Questions are answered from your knowledge base, “where is my order?” from your order system, product questions from your catalogue, and the customer is handed to a person whenever they want one.
Hindi, English and HinglishOrder status from your systemsFree to build and test
The problem
What makes support expensive
Most support time goes into a handful of repeat questions, asked at hours when nobody is at the desk.
The same questions all day
Order status, return policy, delivery time and opening hours take up most of the team’s day.
Queues on sale days
Call volume rises faster than you can hire or train people.
Context lost on handover
When a call finally reaches a person, the customer has to explain everything again.
Example, not a benchmark
A store answers order-status questions all day. The agent looks each one up by the caller’s phone or order number, reads back the status, courier and expected delivery, and sends the tracking link on WhatsApp.
How it works
Live in 5 steps
Add your knowledge
Upload FAQs, policies, price lists and PDFs, or add website pages. The agent answers only from what you give it.
Connect your systems
Order status from Shopify, WooCommerce, Shiprocket or your own API, and product details from your catalogue.
Route your number and WhatsApp
Point an Exotel number at the agent and turn on the WhatsApp journey. Both use the same knowledge.
Answer, look up, resolve
Customers ask in Hindi, English or Hinglish. The agent answers in a sentence or two and checks live data with its tools.
Hand over with context
When asked, when the customer is upset, or after two failed tries, it hands over with a summary, and your team gets an alert.
Sample conversation
Hear how the agent talks
Inbound support call · fictional store “Kesar Home Decor”. Illustrative transcript; your agent uses your business name, script and data.
Customer calls the support number at 9:40 pm
- Customer
Hello, mera order abhi tak nahi aaya. Kab tak aayega?
- AI agent
Namaste! Main Meera, Kesar Home Decor se. Aapne isi number se order kiya tha? Main abhi check karti hoon.
- System
order_status_lookup → ORD-48211 · shipped · Delhivery · expected Thursday
- AI agent
Aapka order ORD-48211 ship ho chuka hai, Delhivery se aa raha hai, aur Thursday tak deliver ho jayega. Tracking link WhatsApp pe bhej doon?
- Customer
Haan bhej do. Aur agar size chhota hua toh exchange ho jayega?
- AI agent
Haan, delivery ke 7 din ke andar free size exchange hai. Link bhej diya hai. Aur kuch madad karoon?
- Customer
Nahi, bas. Thank you.
Resolved by the agent · tracking link on WhatsApp · recording and transcript saved
The journey
What happens, step by step
Every box is a step you can edit in the journey builder.
Integrations
Works with the tools you already use
- Exotel
- WhatsApp Business Platform
- Shopify
- WooCommerce
- Shiprocket
- Gmail
- Your own API
Anything else connects through your own API or a webhook.
What’s included
Built for this job
Knowledge base answers
PDFs, documents, FAQs and web pages become the agent’s only source for policies and how-tos.
Order status lookup
By the caller’s phone number or an order number: status, courier, expected date and tracking link.
Product details
Price, stock, sizes and delivery days from your catalogue API.
One agent, calls and WhatsApp
The same knowledge and tools on your phone line and your WhatsApp number.
Handover alerts
Your team is alerted on WhatsApp with the summary, and alerts escalate if nobody picks it up.
Call reports
Recording, transcript, summary and sentiment for every call, sent to your team after each call or as a daily digest.
Complaints from email
With Gmail connected, complaint emails can be sorted and start the same handover flow.
Test before you go live
Ask the agent anything in the Test lab and read how it decided, before a customer ever hears it.
Pricing
Pay for what you use, from a prepaid wallet
You pay per answered call, for the connected minutes, and per AI reply on WhatsApp.
- Free to buildAgents, journeys and every Test lab rehearsal cost ₹0. You pay only once real customers are talking to your agent.
- Prepaid ₹ walletRecharge online and usage draws the wallet down. Every recharge comes with a GST invoice.
- Pay per useAI calls are billed per call, for the minutes actually connected. WhatsApp messages are charged by Meta’s message category.
- Plans are optionalFor steady volume, a monthly plan can include call minutes and AI messages. Rates are shown on your Billing page before you go live.
Is it really 24×7?
Yes. The agent answers whenever the call or message comes in. Handover to a person follows your team’s hours; outside them the customer is told when to expect a call back, and your team gets the summary.
Will it give wrong answers?
It answers only from your knowledge base and live lookups, and says so when it doesn’t know. You can test any question in the Test lab before going live, and read every transcript afterwards.
Can it check order status?
Yes, through Shopify, WooCommerce, Shiprocket or your own order API, by the caller’s phone number or the order number they give.
How does handover to my team work?
On request, when the customer is upset, or when the agent can’t help after two tries, it hands over. Your team gets a WhatsApp alert with the summary and can call back or reply from the inbox.
Can I keep my existing support number?
Calls are answered on an Exotel number connected to your workspace. Many businesses forward their existing line to it.
Which languages does it answer in?
Hindi, English and Hinglish, following the customer when they switch.
More ways to use waca.ai
Your process is a little different?
Describe what you want to automate and how you handle it today. A person on our team replies on WhatsApp within one working day.
Contact us now
Tell us a little about your business. A person on our team reads every enquiry and replies on WhatsApp within one working day.
What happens next
- A person reads itNot an auto-responder. Someone on our team reviews your note.
- We WhatsApp you within 1 working dayWith a suggested first journey for your channels, languages and tools.
- You rehearse it for freeTry it in the Test lab with your own scenarios before paying anything.
Prefer to explore first? Create a free workspace →