In-app chat · WhatsApp · Machine QR · Tickets · SLA
Support Desk & Assistant
Five doors lead into one inbox: Help in the app and on the web, “Get help” on any order, WhatsApp, a QR on the machine that works for guests with no login, and manual tickets for calls and email.
A menu-driven assistant takes the first pass — order help, dispense-code recovery, refunds, wallet — and hands over to an agent with the order, the machine’s verdict and the customer’s history already in the thread.
The old way
Lost dispense codes turning into refunds?
- In vending networks we’ve measured, 8–9% of daily orders become refunds because the customer lost the code
- Support lives on a personal WhatsApp number — no record, no priority, no clock
- Agents start every chat from zero: which order, which machine, what happened
5
doors into one inbox
8–9%
of daily vending orders lost to missing codes — the cost we go after
Per priority
first-reply and resolution SLA
What Support Desk & Assistant does for you
Dispense-code recovery
Looks up recent orders, matches the payment by order id, UTR or hints, asks the machine what it actually did — then hands the code back or escalates.
Flows you switch and word
Greeting and router, order help, code recovery, refunds, wallet — each on or off per company, every line overridable. Refund flows never quote amounts or dates.
Handover with the facts
When a flow is exhausted, the customer disputes, approval is needed or a guest order can’t be identified, an agent joins — after login or a one-time code. Strictness is configurable.
Context card and history
The order and the machine’s verdict sit in the chat and in the agent panel, with the customer’s record as facts: repeat claims, refunded before, machine agreed.
SLA that counts support hours
First-reply and resolution targets per priority — on track, at risk, breached — paused by a refund hold, with escalation alerts by email.
An inbox that runs itself
Auto-category (dispense code, order issue, refund, wallet, other), dispense-code tickets go high priority, abandoned bot-only chats auto-resolve, idle chats close. Filters, assignment, saved replies, WhatsApp templates and post-chat ratings for agents.
Three steps, zero friction
Arrive
Customer taps Help, scans the machine QR, messages on WhatsApp or an agent opens a ticket.
Resolve
The assistant works the case: order found, payment matched, machine asked, code returned.
Hand over
If it can’t close, an agent takes it — context card and history already there, SLA clock running.
Works even better with
See Support Desk & Assistant on your own operation.
A 30-minute walkthrough with your real use case — no slideware, the actual product.
Or write to us directly — contact@engageflake.com