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

flowchart LR
    A[Customer sends WhatsApp message] --> B[AI auto-labels: Support / Billing / Returns]
    B --> C{Label-based routing}
    C -->|Support| D[Agent sees in their filter]
    C -->|Billing| E[Finance team filter]
    C -->|Returns| F[Returns specialist filter]
    D --> G[Smart Replies for quick responses]
    G --> H[AI Compose for complex cases]
    H --> I[Resolve & archive]

Setup in 30 minutes

1. Create labels: "Support", "Billing", "Returns", "Complaint", "Resolved".
2. Enable AI auto-labeling for each label with clear intent descriptions.
3. Create saved filters for each team function.
4. Invite team via Share Wizard — assign each person their relevant filters with Team Member role.
5. Set up auto-replies for outside business hours.
6. 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