A prospect asking about a trial and a customer reporting a bug both land in the same inbox - if there's no automatic way to tell them apart and route accordingly, sales spends time on support tickets and support spends time on sales questions.
Sales vs. support, by keyword automation
Trial leads ranked by real engagement
For both pre-sale and post-sale conversations
"How do I connect this to our system?" could be a prospect evaluating a trial or a paying customer stuck mid-setup - without automated routing, every message needs a human to triage it before the right person even sees it.
As trial volume grows, this triage tax grows with it: more messages means more time spent sorting instead of replying, and a slow first response is often the difference between a trial that converts and one that quietly expires.
Automatically tag and route messages mentioning "trial," "demo," or "pricing" to sales, and "bug" or "error" to support.
A trial prospect's engagement - reply speed, questions asked - feeds a live score so sales knows who's actually close to converting.
Move a trial lead from First contact through Demo to Closed Won, value attached if there's a paid tier involved.
Set a follow-up for a support conversation awaiting a fix or an update, so nothing goes unanswered.
An automation detects trial-related keywords and routes it to sales, tagged and scored.
A highly engaged trial lead surfaces at the top, so outreach goes where it's likeliest to convert.
Different keywords route it to support instead, kept out of the sales pipeline entirely.
A task is set until the issue is resolved, keeping the customer informed without manual tracking.
Keyword-based automations that tag and route sales versus support conversations
Lead scoring for trial prospects, based on real reply speed and engagement
A dedicated pipeline for trial-to-paid conversion, separate from support conversations
Follow-up tasks for support requests awaiting a fix, an update, or an escalation
Segments built from tags like "trial - week 1" for onboarding check-in sequences
Shared inbox visibility so support and sales can both see relevant customer history
Yes - automations route based on message content, so one shared number can serve both without either team drowning in the other's conversations.
From real engagement signals - reply speed, message frequency, and how closely their questions match your ideal customer profile.
Yes - the shared inbox model means relevant conversation history is visible to whoever's authorized to see it, regardless of which team is currently engaged.
The same shared inbox, pipeline, and automation flex to fit most WhatsApp-driven sales or support workflow.
