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Answer common calls and surface requests needing a team member.
Get routine phone questions answered during the call, with a team chat summary when your team needs to call someone back.
Track tickets awaiting a person and brief the next support shift.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
Answer repeat WhatsApp questions using the team's approved answers.
Get routine WhatsApp questions answered in the same chat, with follow-ups understood and unanswered requests passed to you.