AI Customer Support for Calls, WhatsApp, Instagram and Facebook
Customer support in MySA Business is one AI assistant that answers your phone, your WhatsApp and your Instagram and Facebook messages from the same business details, in the customer's language and at any hour. It answers the repeated questions, records every conversation, and hands the ones that need a person to your team. This page explains how it works on each channel, where the answers come from, and what it does not do.
Sorry we missed your call! 🙏 How can we help you today? auto-sent
What time do you open tomorrow?
We're open 10 AM–8 PM. Want me to call you back now? AI reply
- 1Customer calls or messages
- 2AI answers from your details
- 3Booking, lead or answer recorded
- 4Hand-off to a person when needed
- 5Summary in your console
What AI customer support means here
Most customer questions are the same few: timings, prices, delivery, the status of an order, whether a slot is free. MySA Business puts one AI assistant in front of those questions on every channel you connect, so a customer gets an answer in seconds whether they ring, write on WhatsApp or send a DM. It is not a separate bot per channel: calls, WhatsApp, Instagram and Facebook all answer from the same Business Details, so the answer is the same wherever it is asked.
On phone calls
With AI inbound call answering the assistant picks up calls to your MySA business number, answers from your details, and can book an appointment or promise a call-back. Calls default to Hinglish and can run in 100+ languages; on inbound numbers you choose whether the AI keeps to one language or follows the caller. Every call ends with a recording, a transcript and a summary with the suggested next step. When a customer says “call me tomorrow at 3”, a follow-up is scheduled for that time.
On WhatsApp
Link a WhatsApp number with a QR code or a pairing code and switch on Smart reply: the AI answers chats from your details around the clock — or only 9 am to 9 pm, if you prefer to take the late ones yourself — with a goal per number such as collecting a name and a preferred time. Missed call auto-reply answers a WhatsApp call you could not take with a text and, if you enable it, an AI voice callback. Family and staff go on Exceptions and are left alone. See WhatsApp AI automation.
On Instagram and Facebook
Connect with Facebook Login and the same assistant answers Instagram DMs and Facebook Messenger within Meta's 24-hour window, and replies to comments publicly, privately or both. When a customer asks about price, booking or a visit, it asks once for a name and number and saves the lead. Instagram and Facebook are enabled per workspace.
Where the answers come from
Only from what you approved. Business Details hold your timings, prices, services and policies in plain language, and on WhatsApp a Today's update covers what is only true today, such as “closed after 4 pm”. For answers that change by the minute — an order's status, today's rate, stock — Custom APIs let the AI read them live from your own system. When the AI does not know, it says so rather than inventing a price or a policy.
When a customer needs a person
Every WhatsApp, Instagram and Facebook chat sits in an inbox you can reply from yourself. On a call, call transfer connects the customer to your support number after the AI briefs your colleague. Without transfer, a request to speak to a person becomes a Call from a person follow-up that the AI will not dial itself, and Lead Feed can alert you the moment it happens.
What it does not do
MySA Business is the first answer on calls and chats, not a ticketing helpdesk:
- It does not answer email or run a ticket queue with SLAs; keep your helpdesk for those.
- It cannot pick up a WhatsApp voice call; it declines politely and follows up as described above.
- It answers from your details and APIs only, so a question they do not cover gets an honest “I don't know” and a hand-off, not a guess.
How to set it up
- 1
Write your business details
Timings, prices, services, delivery and policies in plain language. Every channel answers from them.
- 2
Connect your channels
Buy a number for calls, link WhatsApp with a QR code, connect Instagram and Facebook with Facebook Login.
- 3
Set the hand-offs
Reply hours, Exceptions, call transfer to your support number and where alerts go.
- 4
Test, then go live
Ring and message your own business in the Test workspace, check the answers, then switch to Live.
Go deeper in the docs
Every screen, setting and limit, in the documentation.
Frequently asked questions
What is AI customer support?
An AI assistant that answers customers' calls and messages on your behalf, from information you approved, and hands the conversations that need a person to your team. In MySA Business one assistant does this on phone calls, WhatsApp, Instagram and Facebook.
Can the AI answer in Hindi and Hinglish?
Yes. Calls default to Hinglish and can run in 100+ languages including Hindi, and chats are answered in the customer's language.
Will the AI make up answers?
It answers from the Business Details you approved and, where connected, your own APIs. When it does not know, it says so rather than inventing prices or policies.
Can a customer reach a real person?
Yes. On a call, call transfer connects them to your support number after the AI briefs your colleague. Every WhatsApp, Instagram and Facebook chat is in an inbox your team can reply from.
Does it replace a helpdesk with tickets and email?
No. MySA Business answers phone calls, WhatsApp, Instagram and Facebook. It does not answer email or manage tickets, so businesses that need those keep their helpdesk alongside it.
How much does AI customer support cost?
Calls are paid from a prepaid wallet, with no subscription; your workspace's own rate is shown in the console, and for the best price for your volume, contact sales. Calls of 10 seconds or less are free. A new workspace gets ₹100 of Test credit once the owner verifies their mobile number.
Related
Inbound Calls
The AI picks up when customers ring your number
WhatsApp AI Automation
AI replies, keyword triggers and voice calls from one number
Instagram DM & Comments
AI replies to DMs and comments, 24/7
Facebook Messenger & Comments
AI replies to Messenger DMs and Page comments, 24/7
Custom APIs
The AI knows your live rates, orders & repairs
AI Lead Qualification
Every enquiry answered, scored and delivered to your team
MySA for your industry
How AI Customer Support works in a real business, step by step.
From the blog
All articlesHear it on your own phone before a customer does
Every workspace starts with a Test environment, and ₹100 of test credit once you verify your mobile number. Prepaid, per minute, no subscription.