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Support in one place, replies sent by a person

Kiran describes how their support moved from WhatsApp to Chatwoot, OpenClaw and a Discord thread. The agent drafts replies. A person sends them.

Done with OpenClawAdvanced

This is a public report, not advice from Skatteetaten, NAV, Altinn or an accountant. Check figures, deadlines and decisions against the original.

What was done

On 16 October 2026 Kiran (@mkirank) writes that customers used to message him, the support number, or the developers directly on WhatsApp. The profile says Bangalore. They hosted Chatwoot on their own server, connected it to the PongFox app, and let OpenClaw open a Discord thread per case. The agent, which they call SupportMate, suggests fixes from earlier robot cases, points to support videos, and estimates time, parts and cost. It also drafts a reply, including for teammates who are not fluent in English.

How it went

He writes that he can now open the helpdesk and see the status when someone asks. Replies to the customer are not sent automatically. Someone on the team reads the suggestion and sends it in Chatwoot.

Worth knowing

He writes that the setup was the easy part, and that it took time and constant tweaking to make OpenClaw fit their case. The person who sets the agent up is not necessarily the person who should maintain it. Check the original. This is not a finished support contract.

How to do it

  1. Collect incoming cases in one place you are already allowed to use, instead of private chats.
  2. Let the agent suggest a fix from earlier cases and write a draft. It should not send the reply.
  3. A person reads the draft, corrects it, and sends it.

Try it with OpenClaw

A case arrives from [channel]: [case text]. Find similar cases in [archive] and suggest what was done. Write a draft reply in [language]. Do not send it. I will send the reply myself after I have read it.

Replace text in brackets with your own.

Done when. The draft is waiting for review, and no message has been sent to the customer.

Safety rule. The agent does not reply to the customer. A person reads it and sends it.

Read the original

Read the original · Kiran on X ·

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