Nimbus CRM streamlines first-line support with a WhatsApp triage bot
Overview
Nimbus CRM introduced a WhatsApp-based support triage bot to deliver instant, first-line assistance to customers managing contacts, producing quotes, tracking orders, and creating PDFs in their SaaS CRM. The bot reduces wait times, resolves everyday issues, and seamlessly escalates complex cases to the support team—keeping customers updated in real time until resolution.
The Challenge
Customers needed quick answers while working inside their CRM—without switching channels, submitting forms, or waiting in queues. Routine requests were slowing the support team, while urgent issues needed faster triage and clearer handoffs.
A WhatsApp-First Experience
Customers message a dedicated WhatsApp number to get help instantly. The bot recognizes the customer by phone number, identifies their CRM instance, and provides contextual support.
Why WhatsApp works for busy CRM users
- No apps to download
- No new logins or passwords
- Personal, familiar experience
How the triage bot helps
- Knows the customer instantly: Identifies the user from their WhatsApp number and looks up the correct CRM tenant for immediate context.
- Answers common questions fast: Uses approved documentation and knowledge to guide users through tasks like generating PDFs, building quotes, and configuring pipelines.
- Reads live CRM data (read-only): Pulls order statuses, quote details, contact records, and recent activity to provide accurate, personalized answers without risking data changes.
- Creates and routes tickets when needed: If the issue can’t be solved in-chat, the bot opens a support ticket with full context and alerts the right team.
- Proactive updates: The bot continues messaging the customer as the ticket progresses—acknowledged, assigned, in progress, needs info, and resolved—closing the loop automatically.
Customer Use Cases
- Producing quotes: Guidance on templates, pricing fields, approval flows, and converting quotes to orders.
- Order tracking: Quick retrieval of an order’s status, shipment details, and delivery ETA.
- Contact management: Help with imports, deduplication, list segmentation, and permission settings.
- Document creation: Step-by-step support for generating and emailing PDFs, including troubleshooting common formatting issues.
- Account and access: Self-serve steps for password resets and lockouts, with escalation when policy requires human action.
Business Outcomes
- Faster first response: Immediate answers reduce wait times and deflect routine tickets.
- Higher agent efficiency: Support staff focus on complex issues while the bot handles common tasks and data gathering.
- Better customer experience: Always-on, conversational support in a familiar channel with continuous status updates.
- Clean handoffs: Tickets arrive enriched with user identity, CRM instance, affected records, and steps already taken.
- Trust and control: Read-only data access ensures safety while still providing personalized, accurate guidance.
Safeguards and Trust
The bot uses read-only visibility into customer records, shares only what’s necessary to resolve the issue, and follows clear consent and privacy guidelines. When human review is needed, it escalates with full context and a clear audit trail.
Result
Nimbus CRM now delivers instant triage on WhatsApp, solves common issues in minutes, and keeps customers informed throughout the support journey. The support team is more productive, and customers can stay focused on their work—quotes, orders, contacts, and PDFs—without leaving a channel they already use every day.
Example Conversations
Below are some example conversations between a user and the chatbot, whilst fictional, they have been generated by the same AI that powers the chatbot and represent realistic interactions.
1. User can’t generate quote PDF. Bot identifies account, sees pending approval, guides submission. Auto-approval triggers, PDF generates successfully.
Hi, my quote won’t generate a PDF—the button is greyed out. Can you help?
Hi! I’ve matched your WhatsApp to Acme Corp (EU instance). I can see quote Q-10457 updated today by you. It’s currently Pending Approval, which disables PDF per our docs (PDF prerequisites). Is Q-10457 the one you’re trying?
Yes, Q-10457.
Great. Required fields look good, but the Approval step shows: “Awaiting submission — no approver selected.” To fix:
- Open Q-10457 > Approvals tab
- Select approver: Sales Manager (Team West)
- Add a brief justification
- Click Submit
I’ll watch for the status change.
Done—submitted to Sales Manager with a justification.
Nice. Checking… The rule Auto-approve under $5k just applied. Status is now Approved. The Generate PDF button should be enabled—please try it.
It worked! The PDF downloaded.
Awesome—glad it’s sorted. I’ll mark this resolved. If anything else comes up, message me and I can help or open a ticket.
2. User requests Order #48327 status. Bot confirms tenant, returns stage, carrier, ETA, last scan, tracking link, and opens alert ticket.
Hi, can you get me the latest status for Order #48327?
Hi! I’ve matched your WhatsApp to Acme Corp’s CRM tenant and pulled Order #48327.
- Stage: In transit
- Carrier: UPS
- Estimated delivery window: Sep 27–28, 10:00–14:00 local
- Last scan: Sep 26, 08:42 — Departed UPS Houston, TX
Tracking: View live. Want me to alert you on any changes?
Thanks. Is it still on track for tomorrow morning? Client is asking.
Yes—carrier shows on time with no exceptions since the Houston departure.
- Next milestone (expected): Arrive Dallas hub by 04:30 tomorrow
- Delivery window: 10:00–14:00 tomorrow; morning arrival likely
I’ll ping you after the next scan.
Can you email the client automatically if the window changes?
I have read-only access to your CRM, so I can’t enable emails directly. I can:
- Create a support ticket to set up client email alerts
- Share a secure tracking link you can forward
Which do you prefer?
Do both—share the link and open the ticket.
Here’s the link: UPS tracking for #48327.
Support ticket #SR-21984 created: “Enable client email alerts for Order 48327.” Triage ETA ~2 hours; aiming to resolve today.
I’ll keep you updated on shipment scans and ticket progress.
3. User locked out; bot verifies instance, explains reset steps, opens ticket, and sends updates as support unlocks and resolves issue.
Hi, I can’t access my CRM—keeps saying my account is locked after a few failed logins.
Hi Alex. I’ve matched your number to Alex Chen at BrightLeaf Foods (tenant: brightleaf), CRM instance: eu-crm-03.
I can see user alex.chen@brightleaf.com was locked at 09:38 UTC after 5 failed attempts. Policy: 30‑minute lockout.
Self‑serve once unlocked:
- Click “Forgot password”.
- Use the reset email sent to alex.chen@brightleaf.com.
- Set a new password and complete 2FA.
I’ve opened ticket BLF-2198 with your identity, tenant, and timestamps to request an early unlock. I’ll update you here.
Thanks. Please keep me posted.
Update: Support acknowledged BLF-2198 at 09:44 UTC. ETA ~10 minutes to review and unlock.
In the meantime, please don’t attempt more logins.
Good news: Support unlocked alex.chen@brightleaf.com at 09:51 UTC on eu-crm-03.
Wait 60 seconds, then sign in. If unsure of your password, use “Forgot password”; the lock counter has been reset.
Trying now…
I’m in! Password reset worked. 🙌
Great to hear. Support has now closed BLF-2198 at 09:55 UTC (cause: policy lockout after failed logins).
I’ve marked this resolved. Need anything else? Just reply “help”. View ticket
4. Manager reports incomplete contact import; bot finds mapping mismatch, shares re-import checklist, opens ticket, sends updates, validation completed, ticket closed.
Morning. Yesterday’s contact import looks incomplete—expected ~3,200, only ~2,450 show. Can you check what happened?
Hi Alex—matched your number to Horizon Tools (prod). I’m checking read-only import logs now…
Found partial failures: 17% rejected. Cause: field mismatch—CSV “Contact Type” mapped to “Lifecycle Stage”.
Fix: map “Contact Type” -> “Relationship Type”, or add missing picklist values.
Guide: Field mapping for imports
Safe re-import checklist:
- Download failure report
- Normalize values (“Partner”, “Reseller”, etc.)
- Test in sandbox
- Re-import with “skip duplicates by email”
Want me to open a validation ticket?
Yes please. Open a ticket and have support validate and confirm the corrected mapping before we re-import.
Done—ticket SD-4821 created for Data Ops validation. Scope: confirm mapping, run sandbox dry-run, share corrected CSV header/value list. ETA 2 hours.
I’ll update you here. If possible, upload your CSV to the ticket (first 500 rows is fine).
Update on SD-4821: assigned to Data Ops (Mina). She’s sampling 50 failed rows and verifying picklists in your schema.
Validation complete for SD-4821:
- Root cause confirmed: “Contact Type” values (“Partner/Reseller”, “VIP”) not in target picklist.
- Recommended: map to “Relationship Type” or add values, then re-import.
- Sandbox dry-run: 3,198/3,200 succeeded; 2 duplicates skipped by email.
They’ve attached the corrected mapping sheet and failure report to the ticket.
SD-4821 closed. Summary:
- Fix approved: use “Relationship Type”; normalize values; keep “skip duplicates by email”.
- Next steps: apply mapping, re-import full file; re-run in sandbox if changed.
Want me to schedule a guided re-import window for this afternoon?
5. Admin questions license spike; bot finds temporary seats, explains proration and renewal scheduling, opens ticket, updates assignment, then resolves with credit applied.
Hi, our latest invoice shows more licenses than usual. Did something change? We didn’t plan to add seats.
Hi! I’ve identified your CRM: Acme Retail (EU). I’m seeing 15 temporary seats added on May 10 for the Spring Promo by L. Ortega; auto-removed May 25. Invoice INV-1047 includes prorated charges for May 10–24.
To avoid mid-cycle proration next time (renewal Aug 1), schedule seat changes:
- Admin > Billing > Manage seats > Schedule change
- Set effective date to the renewal
Want me to open a ticket with Accounts to review proration/possible credit?
Yes, please open a ticket to review the proration and see if a credit applies.
Done — Ticket CS-53821 created and routed to Accounts. I attached seat-change logs and the campaign note. Target response: today EOD. Track it here: CS-53821. Anything else to add?
Update: CS-53821 assigned to Fiona K. (Accounts). She’s validating the proration for 15 temp seats (May 10–24) against INV-1047. I’ll keep you posted.
Thanks!
Resolution: Accounts confirmed the proration was correct and applied a $20 courtesy credit for the end-of-campaign overlap. A revised invoice and credit memo were emailed to billing@acmeretail.com. Ticket CS-53821 is now closed. Want help scheduling seat changes for Aug 1?
