Voice, WhatsApp, Instagram, Telegram support that never sleeps
Solwees is an AI answering service for support teams that answers calls and chats from your knowledge base around the clock and hands over to a person.
Try for freeEvery unanswered query is a lost customer
Customers expect answers in minutes, not hours. Every delayed response is a churn risk you can't afford.
14 min → seconds
median first reply from staff, compared with the agent (Solwees data, May to August 2026)
71%
of conversations the agent closes without staff stepping in (Solwees data, May to August 2026)
double-digit
CSAT improvement typical for teams switching to AI-first support
Which AI answering service fits a small support team?
A support team needs an AI answering service that answers only from approved texts, covers the phone and the messengers and not only email, says honestly when it does not know and passes the client to a person together with the context. Solwees fits service businesses and small teams that want first-line questions answered in WhatsApp, Instagram, Telegram, website chat, email and on calls, with every conversation kept in one inbox.
Solwees for support teams, in short
- Solwees answers repeated questions from your knowledge base in calls and chats, in 50+ languages.
- Solwees hands a conversation to a person when a client asks for one or the question is outside your rules, and adds a short summary.
- Solwees keeps all channels in one inbox, where the team sees who is handling each conversation.
- Solwees shows in its reports which questions had no answer in the knowledge base, so you can add them.
What Solwees does for your support team
Hi, I need help with my order #4521
Instant AI Responses, 24/7
Resolves Tier-1 tickets automatically, from refunds to FAQs to order status, in seconds
Smart Ticket Triage & Routing
AI classifies priority, assigns to the right agent, and drafts a response before your team even opens the ticket
Proactive Customer Outreach
AI follows up on open tickets, sends status updates, and collects CSAT scores automatically
Ticket #4521 resolved ✓
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Auto-CSAT Collection
Closes the loop with every customer, boosting satisfaction scores without manual effort
Plugs into your existing helpdesk and CRM
Solwees handles voice, WhatsApp, Instagram, Facebook Messenger, Telegram, Viber and web chat. These are channels most helpdesks don't cover well. Tier-2 escalations flow into Freshdesk, Intercom, your Shopify store and your Slack channel, and every conversation is written back to your CRM (Bitrix24, amoCRM/Kommo or the built-in CRM).
Voice + WhatsApp + Instagram Customer Support Automation by Solwees
They miss the channels customers actually reach for in 2026: phone calls, WhatsApp, Instagram DMs, Facebook Messenger, Telegram and Viber. Solwees plugs that gap. It picks up every voice call, WhatsApp, Instagram, Messenger, Telegram and Viber message and web chat in 50+ languages, resolves tier-1 questions instantly, and escalates everything else into your existing helpdesk with full context attached.
Most support queues are full of repetitive, low-complexity questions. Every "Where is my order?" or "How do I reset my password?" query that reaches a human agent is time and budget wasted. On Solwees, 71% of conversations close without staff stepping in (Solwees data, May to August 2026), across the live channels, so your agents only see what genuinely needs human judgment.
Speed is the biggest driver of customer satisfaction in support. With Solwees, average response time on voice and chat channels drops from 4 hours to under 1 minute. Teams that add a voice + messaging AI layer on top of their existing stack typically see double-digit CSAT improvements. Customers who get instant answers stay loyal and convert again.
How Solwees AI Works Alongside Your Helpdesk
When a customer calls, WhatsApps or DMs, Solwees classifies the request by intent, priority and category. Tier-1 questions are resolved on the spot: the system retrieves the relevant data (order details, account status, knowledge base articles), composes an on-brand response, and closes the conversation. Tier-2 and tier-3 issues are routed to the right human agent in your helpdesk, with a pre-drafted response suggestion and full context attached.
We focus on the live channels (voice, WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, web chat) where most helpdesk AI doesn't reach.
Beyond reactive support, Solwees also runs proactive outreach. The AI monitors open tickets, sends proactive status updates before customers escalate a follow-up, re-engages dormant customers with outbound WhatsApp or calls, and automatically collects CSAT survey responses after ticket resolution, logging every outcome to your CRM.
Customer Support
FAQ + smart handoff to humans
Questions support leads ask
What share of support conversations can an AI answering service close on its own?
The share Solwees closes on its own depends on how much of your support is repeated questions that have a written answer. On Solwees, 71% of conversations were closed without staff stepping in (Solwees data, May to August 2026). Your own figure is shown in the analytics, which separates conversations handled without a person from those handed to a human.
What does Solwees do when it does not know the answer?
Solwees does not guess. Solwees answers only from the knowledge base and the connected systems. When there is no answer, or the client asks for a person, it calls your team. The notification says who is asking and why, with a short summary, so nobody has to read the whole thread. The question then appears in the report of what the assistant was missing.
Does Solwees replace our helpdesk or CRM?
No, Solwees does not replace them. Solwees talks to clients and writes the result where you already work: every chat goes into Bitrix24, which receives chats and not calls. In amoCRM or Kommo it is the sales assistant that creates a contact and a lead with notes. If you have no system yet, Solwees has its own inbox, and deals and tasks (the CRM and tasks module, €19 a month).
Can a human agent take over a chat from Solwees at any moment?
Yes, in the messengers: a teammate starts typing in the conversation, in the dashboard or in the mobile app, and Solwees gives the chat to them; it can be handed back in one tap. The exception is the website chat widget: a reply typed by staff does not reach the visitor yet, so there Solwees takes a name and a phone number and the teammate continues by phone or in a messenger.
How do we teach Solwees our answers?
Through the knowledge base of Solwees, without programming. You add articles with your prices, policies and instructions, upload files and photos, and set rules for the tone and for handover. Solwees answers from the published articles, so once you correct a text, the next conversation uses the new version. Articles can be edited in the dashboard and in the mobile app.
How much does an AI answering service for a support team cost?
Solwees costs €99 a month on the Solo plan, where it answers chats for up to 400 active clients and five teammates share the inbox. When the volume grows, active clients are added in packs, for example 500 for €89 a month, and each extra seat is €15. Phone answering is on Studio at €249. Hub, the inbox without the assistant, is €39. Prices as of October 2026.
Stop making customers wait. Solwees answers instantly.
Try for freeCustomer Support by country
Active coverage with local context per market.
Spain
National coverage, locally configured per city.
Poland
National coverage, locally configured per city.
Portugal
National coverage, locally configured per city.
Czechia
National coverage, locally configured per city.
Kyrgyzstan
An example conversation, the busiest hours and local context for every town.
Kazakhstan
An example conversation, the busiest hours and local context for every town.
Uzbekistan
An example conversation, the busiest hours and local context for every town.