Customer Support Team
The persona
Sarah manages a 5-person support team at an e-commerce company. They receive 200+ WhatsApp messages daily — returns, tracking questions, product inquiries, and complaints.
The pain
- Messages pile up in one inbox with no assignment system.
- Team members accidentally reply to the same conversation.
- Repetitive questions eat up hours of typing.
- No visibility into response times or resolution rates.
How Spun solves it
Setup in 30 minutes
- Create labels: "Support", "Billing", "Returns", "Complaint", "Resolved".
- Enable AI auto-labeling for each label with clear intent descriptions.
- Create saved filters for each team function.
- Invite team via Share Wizard — assign each person their relevant filters with Team Member role.
- Set up auto-replies for outside business hours.
- Configure Smart Replies for common questions.
Daily workflow
| Time | Action |
|---|---|
| 9:00 AM | Check Daily Summary for overnight messages |
| Throughout day | Use Smart Replies for quick responses |
| Complex cases | AI Compose for thoughtful replies |
| Focus time | Sprint Mode to batch-process without interruptions |
| End of day | Archive resolved conversations |
The outcome
- 60% faster response times with Smart Replies
- Zero duplicate replies — each agent sees only their assigned filter
- Automatic triage — AI labels route messages before humans even look
- Manager visibility — dashboard shows response times and resolution rates
Features used
- Share Wizard — team access with filter scoping
- Labels & Auto-Labels — AI triage
- AI Daily Workflow — Smart Replies + Compose
- Sprint Mode — focus time