Help Desk module · Official WhatsApp API · MCP
Help Desk by AI agents.
Agents resolve. You supervise. Claude, ChatGPT or n8n open, assign and resolve tickets on the official WhatsApp API — and your team takes over in the same inbox.
Works with
- Claude
- ChatGPT
- Codex
- Cursor
- n8n
- Zapier
- any MCP client
Tickets · default flow
Open2
Invoice copy
#1048 · normal
Order came incomplete
#1047 · high
In progress1
Size exchange
#1045 · normal · Ana
Waiting on customer1
Order #8841 never arrived
#1046 · high
Delivery address
#1043 · low
Resolved2
Cancel subscription
#1041 · resolved today
Order #8841 never arrived
#1046 · high
Agent · Clauderesolved #1046
Born in the chat.
The ticket opens from inside the conversation, linked to the thread and to the customer. Going back to the conversation is one click.
A flow of yours.
Open, in progress, waiting on customer, resolved: stages with the names and order of your operation, numbered per organization.
Resolved by agents.
The agent opens, prioritises, assigns and resolves. A person takes over on the same number whenever they want — and the customer always knows who is talking.
What the agent does, literally
MCP tools, not a chatbot.
Every Help Desk action is a tool that Claude, ChatGPT, Cursor or n8n call over the MCP protocol — from the ticket to the resolution, through the same rules as the interface.
The agent's key carries a role: read, messages or full. Reopening clears the resolution; deleting stays with people. Everything goes to the audit trail.
› create_ticket { conversation_id: "cv_51d3", subject: "Order #8841 never arrived", priority: "high" }
← #1046 · Open · linked to the conversation and the contact
› assign_ticket { ticket_id: "#1046", assignee_user_id: "ana" }
← Ana (support) · shows up on her board
› move_ticket { ticket_id: "#1046", stage_key: "waiting_customer" }
← Waiting on customer · 24-hour window open
› move_ticket { ticket_id: "#1046", stage_key: "resolved" }
← Resolved · resolution date stamped
The module
What WhatsApp support needs. Without the bureaucracy it doesn't.
- 01
A ticket from the conversation
A button in the thread opens the ticket already linked to the customer and the conversation. The agent does the same with create_ticket and the conversation id.
- 02
Priority, assignee, stage
Low, normal, high or urgent. Assigned to someone on the team. On a stage of your flow — the board shows it all at once.
- 03
The whole customer in one call
get_contact returns who they are, every conversation across all your numbers, open tickets and the latest notes. The agent answers knowing.
- 04
People take over when they want
Agent and team attend on the same official number. The message says who is talking, and the ticket carries on from where it stopped.
- 05
Resolved for real
Reaching a resolved stage stamps the date; reopening clears it. A reopened ticket that still claims it was resolved is a report that lies.
- 06
Audit trail
Who opened, who moved, who resolved — person or agent, with the key used. Records written by agents are marked on the board.
You really supervise
Supervision as a mechanism, not a slogan.
Everyone promises "humans in control". These are the five controls that exist in Nivox today — none of them is a promise.
- 01
Roles that become scopes
Viewer, agent, manager, admin. An AI agent's key carries one of those roles — read, messages or full — and nothing beyond it.
- 02
OAuth 2.1 consent
An MCP client asks for access and someone on the team authorises it on a screen, with the chosen role. Revocable from the same list as the keys.
- 03
Audit trail with an author
Every ticket opened, moved, assigned or resolved is recorded with who did it, with which key and when. Append-only; nobody edits it.
- 04
A person takes over whenever they want
Same inbox, same number. The ticket carries on from where it stopped, and the message now says "Ana · agent".
- 05
The customer knows who is talking
The message says "Agent · Claude" or "Ana · agent". People and agents attend on the same number, without pretending.
Comparison
Against what you're already looking at.
No names — only the facts that change the bill at the end of the month and what happens when the agent cannot handle it.
| Nivox | Traditional help desk with WhatsApp bolted on | Messaging platform with its own AI | AI agent billed per resolution | |
|---|---|---|---|---|
| Channel | Meta's official API, Embedded Signup | WhatsApp as an extra channel, sometimes with a fee on top of Meta's | Official API, through a BSP | On top of the help desk you already have |
| Whose agent | Yours: Claude, ChatGPT, Codex, Cursor, n8n, Zapier | The vendor's copilot | The vendor's proprietary agent | The vendor's proprietary agent |
| How the AI is billed | It is not: the inference is your provider's | Per automated resolution or per session | Vendor credits that expire | Per resolution or per conversation, definition negotiated |
| Seat for an AI agent | Never | Paid copilot per human agent | Sometimes takes a seat | Annual platform minimum |
| When a person takes over | Same inbox, same number, the ticket carries on | Transfer between queues | Transfer when the credits run out | Escalation to another system |
| Price | Per organization, in local currency, no setup fee | Per agent, in dollars | Per organization + setup + lock-in | Annual contract |
How it starts
From a number to an agent resolving tickets.
- 01
Connect the official number
Meta's Embedded Signup, inside Nivox. The number can even stay in the WhatsApp Business app (coexistence).
- 02
Turn the Help Desk on and adjust the flow
The default stages are ready. Customers from earlier conversations are already there, with their history.
- 03
Give the agent a role
An API key or an OAuth login for Claude, ChatGPT or n8n. The public skill teaches the procedure; the audit trail shows every resolution.
Frequently asked questions
What is a Help Desk by agents?
A help desk where AI agents do the support work end to end: they open the ticket from the conversation, prioritise, assign, reply on WhatsApp and mark it resolved. In Nivox that happens over the MCP protocol, with the same rules as the interface, a role you define and every action in the audit trail.
And when the agent cannot handle it?
A person takes over in the same inbox, on the same number, without moving the customer to another channel. The ticket carries on from where it stopped, and the message always says who is talking — the customer knows when it is the AI and when it is Ana.
Do you charge per AI resolution?
No. The plan is per organization, by the size of your human team and your numbers. Tickets and agents are unlimited on every plan, and no resolution triggers an extra charge — nor the end-of-month surprise that per-resolution billing tends to bring. What the plan sets is a monthly quota of agent actions, the writes made over MCP, with cheap extra blocks when it runs out.
Does it work with Claude, ChatGPT and n8n?
Yes. Any MCP client connects to the public Nivox endpoint with an API key or through OAuth 2.1 — Claude, ChatGPT, Codex, Cursor, n8n and Zapier among them. The documentation and the Help Desk skill are public and can be read by the agent itself.
Does the agent answer the customer or only organise tickets?
Both, depending on the key's role. With the read role it only looks things up; with the messages role it replies in the conversation and opens and moves tickets; with the full role it also edits the stages of the flow. Deleting stays with people on every role.
Are there SLAs, a knowledge base or satisfaction surveys?
Today the module covers tickets, priority, assignment, stages with a stamped resolution and the audit trail. SLA timers and satisfaction surveys are not part of it yet; the knowledge base stays with the agent, which reads your documents from wherever they already live.
Is the WhatsApp the official one?
Yes. Nivox connects numbers through Meta's Cloud API with Embedded Signup. There is no unofficial-API QR code and no phone kept online, and the WhatsApp Business account remains yours.
Can I have just the Help Desk, without the CRM?
Yes. Help Desk and CRM are independent modules, switched on per organization. Contacts are shared — if you ever turn the CRM on, the history of every customer is already there.
Does Meta allow AI agents on WhatsApp?
Yes, when they are business agents. Since January 2026 Meta's policy bans general-purpose AI chatbots on the API and allows agents that support, sell or schedule on behalf of a business. In Nivox an agent is born with a role and a scope inside your organization — a business agent by construction, with every action recorded.
How much does Meta charge for messages?
Meta charges per delivered template message, priced by category and by country, directly on your account — Nivox is not in the middle and adds no margin. Meta has announced that from October 2026 replies inside the 24-hour window will be charged too, at the utility rate of the country. A focused agent that reads the ticket and the history in one call instead of asking everything again costs less than a chatty bot.
Can I use my own model or my own AI key?
Yes, that is the default. The agent is yours — Claude, ChatGPT, Codex, Cursor, n8n, Zapier or any MCP client — with the model and the subscription you already pay for. Nivox does not resell inference and charges no AI credits: the plan covers the operation, and the agent brings the intelligence.
Ask your agent about Nivox.
Copy the prompt and paste it into Claude, ChatGPT or whichever agent you use. The documentation is public and written to be read by them.
Read https://nivox.me/llms.txt and https://nivox.me/docs/mcp.md and explain to me: how an AI agent opens, assigns and resolves tickets in Nivox over MCP, which roles a key can have, and what lands in the audit trail. Then list what you could do for my support team on WhatsApp.