AI Agents · Case study
Symplr Systems: Omnichannel AI Chat Agent
An AI chat agent system for Symplr Systems that replies to customers across SMS, email, live chat, WhatsApp, Facebook, Instagram and Google Business, books appointments and hands off to a human when needed.
- Client
- Symplr Systems
- Category
- AI Agents
- Service
- AI Chat & Messaging Agents
- 1,442contacts enrolled in the “send message to AI” workflow
- 983contacts enrolled in AI response workflow
- 7messaging channels routed into one AI system
The challenge
Customer messages arrived on seven different channels. Each needed a fast, consistent reply, the conversation had to continue on the channel the customer chose, and the team needed to step in the moment the AI couldn’t help.
My role
Designed and built the AI chat workflow architecture, channel routing, fallback and follow-up logic.
Implementation
- Multi-trigger reply-routing workflow with one branch per channel and an “AI status is off” safeguard
- Eight numbered workflows (AI.01–AI.07) so every stage of the conversation is easy to audit
- Booking and support bots configured in Zappychat and connected to the CRM
How the system works
- 01A customer replies on GMB, SMS, email, chat widget, WhatsApp, Facebook or Instagram
- 02A routing workflow detects the reply channel and records it on the contact
- 03The message is sent to the AI agent (AI.01) and the AI response is delivered back on the same channel (AI.02)
- 04When an appointment is booked, the bot stops and confirmation + reminders take over (AI.03)
- 05The team is alerted when a human is needed (AI.04)
- 06A fallback handles anything the AI can’t answer (AI.05), and a stop-bot tag pauses the AI per contact (AI.06)
- 07Contacts who go quiet receive automated AI follow-up (AI.07)
Inside the build
-
AI chat bot workflow suite (AI.01–AI.07)
-
Seven-channel reply routing
-
Booking, support and live-chat bots
The service behind this result
AI Chat & Messaging Agents
I deploy AI chat agents across the channels your customers already use. They answer questions accurately from your own knowledge base, capture contact details, qualify intent and offer booking slots, then hand the conversation to your team with full context.
What this kind of build typically includes
- Agent knowledge base built from your offers and FAQs
- Website widget, SMS, WhatsApp, Messenger and Instagram deployment
- Lead capture and qualification into the CRM
- Booking links and human-handoff triggers
