The Multichannel Support Problem
Today's customers use WhatsApp to ask questions, Telegram for files, email for invoices and call when they get frustrated. Each channel is a silo. Your team answers the same question 5 times in 5 different places. It's inefficient and frustrating.
The Solution: Unification with AI
Our Messaging Agent connects WhatsApp Business API, Telegram Bot API and your CRM into a single brain. The result:
- Unified memory: If a customer asked on WhatsApp, the reply on Telegram knows the context
- Smart automated replies: They're not templates, they're AI-generated responses that understand the question
- Seamless human escalation: When the AI can't handle it, it passes to a human with the full history
- Out of hours: the agent can handle weekends, holidays and nights
Technical Architecture
Cliente → WhatsApp/Telegram
↓
Agente de mensajería
↓
┌─────┴─────┐
↓ ↓
RAG CRM (memoria)
↓
Respuesta inteligente
The agent queries:
- Knowledge base (RAG) for technical answers
- CRM for customer history
- Stock/Orders for real-time information
Real Use Cases
E-commerce
"Where is my order?" → The agent checks the tracking and replies with a link + current location. No human intervention.
Services
"I want to book an appointment" → The agent checks availability, suggests times, confirms and adds it to the calendar.
B2B
"Do you have X in stock?" → Queries the ERP, replies with quantity + price + delivery time. Generates a quote if requested.
What's worth measuring
- Repetitive queries that no longer take up a person's time.
- First response time per channel.
- Lead-to-customer conversion, comparing before and after with your own data.
Implementation
The platform includes its own CRM, so you don't need to set up anything separately. BionicAdri connects to:
- WhatsApp y Telegram
- Odoo in read-only mode (via MCP) and WordPress
- Other in-house systems via API or webhook
You start with a scoped flow, measure it and expand it. The agent draws on your knowledge base and CRM history to respond with context.