Customer service across social channels
One customer history across connected social conversations.
A customer may ask about a product on Instagram, continue on WhatsApp and return with a service question on Facebook. TFlow helps your team work across supported social channels with linked customer history, clear assignments and follow-up tools. Each channel retains its own messaging capabilities, permissions and provider policies.
Build continuity around the customer, then organize the people and actions needed to resolve the request.
Start your free trialConnect the history without losing the channel context
Bring WhatsApp Business, Facebook Messenger, Instagram Direct and TikTok Business Messaging into your workspace. Messages from accounts linked to one customer form a chronological conversation, so an authorized teammate can pick up the earlier discussion even when the customer changes channels. Account linking is required; names alone are not a promise of automatic matching.
Use channel filters when you need to focus on a particular source. Supported comments and their available post context can inform a reply, while a private follow-up is possible only where the channel permits it. Confirm the exact message, media and comment capabilities during setup.
- Search customer details and earlier message content.
- Keep internal notes separate from customer-facing replies.
- Review assignment changes and conversation activity.
Make responsibility and the next action clear
Assign a request to the appropriate person or department instead of leaving the whole team to infer who will reply. Use statuses, tags and quick replies to organize repeated work. A colleague mention brings the right person into an internal note without sending that discussion to the customer.
When the issue needs more than a reply, create a ticket with an owner, priority and history. Add attachments, comments and related tasks as permitted. A sales inquiry can become an opportunity with a follow-up date; an appointment request can move into the configured booking workflow.
- Define who answers, who escalates and who closes a request.
- Use task checklists and due dates for work between teams.
- Keep the sales or service outcome connected to the conversation.
Use AI with your knowledge and a clear handoff
Give the assistant your business instructions and available knowledge sources. It can support replies, summarize a conversation and use enabled tools for tasks such as creating a ticket or checking booking availability. Supported image analysis and voice-message transcription depend on the model and configuration.
Control automation by channel or conversation, and pause it when an employee takes over. Connected product, price or order data can improve the answer only when that information is available and authorized. Review sensitive commitments and incomplete answers with a person, rather than assuming every automated reply is correct.
- Set the assistant’s tone, scope and permitted information.
- Use available controls to reduce competing or duplicate replies.
- Track AI usage through managed credit or a supported provider account.
Review service quality and introduce channels gradually
Start with a channel your team can supervise, test handoffs and confirm what happens after a request is resolved. Conversation ratings can collect feedback according to your settings, including a thank-you or a request for more detail after a low rating. Review available employee and branch reports within your permissions.
Agree on access, reply responsibilities and campaign consent before expanding. WhatsApp campaigns require approved templates and customer consent under the applicable provider rules. The 30-day trial supports evaluation with up to five users and enabled features. Professional costs $49 monthly or $490 annually; AI usage and external services may add costs.
- Test messages, eligible comments and a real escalation scenario.
- Follow tickets and tasks through resolution, not just the first reply.
- Choose the mobile app distribution available to your organization.
Before you start
Questions about multichannel customer service
Does TFlow automatically identify a customer across every platform?
A shared history relies on linking the relevant accounts to the same customer. Do not assume identical names on different platforms identify the same person. Available customer identifiers and permissions determine what can be connected.
Can AI answer every message and comment?
Automated replies depend on channel support, permissions, enabled settings and knowledge sources. Comments and private follow-up are not available in every situation. Define human handoff rules and check representative cases before launch.
How is this different from collecting messages in an inbox?
TFlow connects the conversation with customer records, team assignments, sales opportunities, bookings, tickets and tasks. The purpose is to preserve context and make the next action trackable, using the features and integrations enabled for your workspace.