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Agentic Support

Answers in Bangla and English, with a person one step away.

Agents that answer customers on WhatsApp, Messenger, voice, email and web chat from your own approved knowledge, show their sources, and hand over cleanly when a human is needed.

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Support inbox · All channelsLive
Conversation · WhatsApp
আমার বিল কেন বেশি এসেছে?
Codemen agentএই মাসে দুটি অতিরিক্ত সংযোগ যোগ হয়েছে। বিস্তারিত পাঠালাম।
Please cancel one of them.
Codemen agentSent to Billing to confirm. You’ll hear back today.
Agent notes
Answer sourced
Billing guide, section 4
Cancellation needs a person
Handed to Billing · Rubina Akter
Reply expected today
Customer told, ticket #4821 opened

Names and screens are illustrative.

Why support strains

Customers write at night. Your team does not.

Volume rises, the same ten questions repeat, and customers expect a reply on WhatsApp in minutes, not by tomorrow.

  • Replies come too late. A message sent after hours waits until morning. By then the customer has called, posted or left.

  • The same questions, again and again. Billing dates, status checks and opening hours fill the queue and hide the cases that need a person.

  • Bangla, English and a mix of both. Many tools handle only one language well, and agents lose time translating and rewriting.

  • Chatbots that guess lose trust. One confident wrong answer about a bill or a policy costs more than the time it saved.

Support agents

Five agents for the front line, and the queue behind it.

Each answers from approved knowledge, shows its source and hands over on rules you set.

WhatsApp & Messenger agent

Customers get an answer in their language, in their chat app.

Answers on WhatsApp and Facebook Messenger in Bangla or English, looks up the customer’s own status where you allow it, and passes the conversation to a person when it should.

  • Replies in the language the customer used
  • Looks up orders, bills or tickets with the right permission
  • Sends documents, links and forms inside the chat
  • Hands over with the whole conversation attached

Where a person approves. A support agent takes over refunds, account changes, complaints and anything the agent cannot source.

Works with: WhatsApp, Facebook Messenger and Pages, your CRM and billing system

WhatsApp · Hasina BegumReplied
আমার অর্ডার কবে পৌঁছাবে?
Codemen agentঅর্ডার #10482 আজ বিকেল ৪টার মধ্যে পৌঁছাবে। ট্র্যাকিং লিংক পাঠালাম।
Can I change the address?
Codemen agentI’m passing this to a team member who can change it. They will reply within 10 minutes.
RA
Handed to Rubina Akter
Address change · conversation attached
Waiting
How it runs
  1. 01ReceiveMessage arrives in Bangla or English.
  2. 02UnderstandTopic and intent identified.
  3. 03Look upCustomer record and approved answer found.
  4. 04ReplyAnswer sent with its source.
  5. A personTakes over anything outside the rules.
  6. 06LogConversation saved to the ticket.
Voice support line

The phone line answers, at any hour.

Picks up calls, understands what the caller needs, answers routine questions and creates a ticket for the rest. When the caller asks for a person, it transfers with a summary.

  • Answers in Bangla or English with no queue
  • Handles status checks, hours, locations and simple requests
  • Creates a ticket with a written summary
  • Transfers live calls to a person

Where a person approves. A support agent takes any call about complaints, refunds or safety, and any caller who asks for a person.

Works with: Phone numbers, your ticketing system, CRM, calendar

Support line · +880 2XXX-XXXXXXOn call
01:12
Transcript
আমার ইন্টারনেট সকাল থেকে বন্ধ।
Codemen agentদুঃখিত। আপনার এলাকায় রক্ষণাবেক্ষণ চলছে, বিকেল ৩টার মধ্যে ঠিক হবে।
Ticket #4822 created
Area outage · SMS update promised
Logged
How it runs
  1. 01AnswerCall picked up in under half a second.
  2. 02ListenIntent captured in Bangla or English.
  3. 03RespondRoutine questions answered from approved facts.
  4. 04TicketAnything else logged with a summary.
  5. A personTakes the call when asked, or when rules say so.
  6. 06Follow upCaller told what happens next.
Email triage & drafted replies

The shared inbox, sorted and half-answered.

Reads every incoming email, sorts it by topic and urgency, matches it to the customer and drafts a reply from your approved knowledge for a person to send.

  • Sorts by topic, language and urgency
  • Links the email to the customer and any open ticket
  • Drafts replies with the source shown
  • Spots duplicates, spam and urgent messages

Where a person approves. A support agent reviews and sends each drafted reply.

Works with: Microsoft 365, Google Workspace, your ticketing system

Support@ · Inbox14 drafted
MR
Meherun Rahman · Invoice query
Billing · Draft ready with source
Draft
AK
Abul Kashem · Service outage
Urgent · matched to ticket #4810
Urgent
SB
Shirin Banu · Change of address
Account change · routed to a person
Routed
FA
Faisal Ahmed · Opening hours
FAQ · reply sent by Rubina
Sent
How it runs
  1. 01ReceiveEmail arrives in the shared inbox.
  2. 02SortTopic and urgency set by rules.
  3. 03MatchLinked to customer and open tickets.
  4. 04DraftReply written from approved material.
  5. A personReviews, edits and sends.
  6. 06CloseTicket updated and tagged.
Knowledge answers

Answers from your own knowledge, with the source shown.

Staff and customers ask in plain words. The agent searches your policies, manuals and past tickets, and answers with a link to the page it used. If it finds nothing, it says so.

  • Searches policies, product guides and past resolutions
  • Shows the document and section behind every answer
  • Says “I don’t know” and escalates when nothing supports an answer
  • Remembers corrections, so the same mistake is not repeated

Where a person approves. A knowledge owner approves every change to the approved material, and reviews answers that staff flag as wrong.

Works with: SharePoint, Google Drive, PDFs and Word files, ticket history

Ask the knowledge baseSourced
What is the refund window for prepaid packages?
Codemen agentPrepaid packages can be refunded within 14 days of purchase if unused. After that, the remaining balance becomes credit.
Sources
Refund policy v3 · section 2.1
Updated 12 Aug · replaces v2
Current
Ticket #3977 · same question
Resolved by Rubina Akter
How it runs
  1. 01IngestDocuments and tickets read into memory.
  2. 02IndexStructured, with dates and versions.
  3. 03AskQuestion matched to the right sources.
  4. 04AnswerReply with the source attached.
  5. A personApproves changes to approved material.
  6. 06LearnCorrections saved with the date.
Ticket routing & escalation

The right ticket reaches the right person, before it is late.

Reads each new ticket, applies your routing and priority rules, sets the deadline and watches the clock. If a ticket is about to breach, the owner and their manager are told.

  • Routes by topic, customer tier and language
  • Priority and deadlines set by rules, not by guesswork
  • Reminders before a deadline is missed
  • Escalation to a named manager when it is

Where a person approves. A team lead reassigns anything unusual and clears every escalation.

Works with: Your ticketing system, Microsoft 365, Teams, Slack, email

Ticket queue2 escalated
#4822 · Area outage · Mirpur
Network team · due 15:00
1 h left
#4821 · Billing cancellation
Billing · Rubina Akter · due tomorrow
On track
#4803 · Corporate customer · complaint
Escalated to Head of Support
Escalated

Routing and deadlines follow your written rules. A model reads the message; it does not set the priority.

How it runs
  1. 01ReceiveTicket created from any channel.
  2. 02ClassifyTopic and priority set by rules.
  3. 03AssignSent to the right team and owner.
  4. 04WatchDeadlines tracked, reminders sent.
  5. A personClears escalations and reassigns.
  6. 06ReportResponse times and backlog summarised.
Also available: field and inspection follow-up. An agent that chases field staff for reports and photos, checks them against the job card and flags what is missing. Ask us about it.
The Codemen way

Support you can trust with your customers.

Customers judge you by what the agent says. These four decisions keep it accurate, local and yours.

Checks first, AI second

Routing, priorities and deadlines follow written rules. The model reads the message and drafts; it does not invent policy.

Read more

Stays in Bangladesh

Conversations, customer details and logs can stay in Bangladesh. Outside model services stay off unless your policy allows them.

Read more

Company memory

Your policies and past resolutions live in Lore, with dates and a record of what replaced what. Change the model, keep the knowledge.

Read more

Not locked in

Keep your helpdesk, CRM and channels. Agents connect to what you have and can move with you.

Read more
What support agents work with
  • WhatsApp
  • Facebook Messenger
  • Facebook Pages
  • Email
  • Web chat
  • SMS
  • Phone and voice
  • Teams
  • Slack
  • Telegram
  • Microsoft 365
  • Google Workspace
  • Salesforce
  • HubSpot
  • SharePoint
  • PostgreSQL
  • REST APIs
In production

Voice and email agents already at work.

BungalowUSA

A voice agent on the phone line.

An AI voice agent that answers calls, handles routine questions and hands over to the team when needed.

Residential rentalsRead story
PremiseHQNorth America

Engineering partner behind a property-tech product line.

PremiseHQ sells AI products to commercial real-estate owners across North America. Codemen works as its engineering partner on the products its clients use, including QuadReal, Westfield, Primaris, Colliers, Morguard and Whitman Family Group.

Property technologyRead story
Whitman Family GroupUSA

Insurance certificates investigated from the inbox.

Certificate-of-insurance emails read, matched and investigated automatically, with exceptions raised to the team.

Real estateRead story

Names and screens on this page are illustrative. Client stories describe what was built.

FAQ

Questions buyers ask

Something else? Ask an architect

What stops the agent from making up an answer?
It answers from your approved material — policies, price lists, product guides and past tickets kept in your organisation’s memory — and shows the source. If it cannot find a supported answer, it says so and hands the conversation to a person instead of guessing.
Does it really handle Bangla?
Yes. Customers can write in Bangla, English or a mix, and the agent replies in the language they used. Before anything goes live we test it on your own past conversations, so we can see how it handles your customers’ real wording.
Which channels can it answer on?
WhatsApp, Facebook Messenger and Pages, email, web chat, SMS, voice, and internal channels such as Teams, Slack and Telegram. One agent can serve several channels with the same knowledge. See each channel.
When does a person take over?
You decide the rules. Typical triggers are an angry customer, a refund or account change, a legal or safety topic, a question the agent cannot source, or a customer asking for a person. The person sees the full conversation and the agent’s notes.
Can it change an account or issue a refund?
Only what you allow, using the permissions of the person it works for. Many teams start with read-only answers and drafted replies, and add actions such as ticket creation later. Refunds and account changes stay with a person.
Where is customer data kept?
In the environment you choose. Conversations, memory and logs can stay in Dhaka on Pico Public Cloud’s Tier-III data centre, or on-premises. Outside model services stay off unless your policy allows them.
How do we start?
Pick one channel and one topic, such as billing questions on WhatsApp. We usually have a working prototype on your own material in the first week and a supervised pilot within three weeks, depending on the systems involved.
More in Agents
Agentic OperationsDocuments checked, approvals routed, data reconciled.Agentic Sales & MarketingEvery lead answered, researched and followed up.Agents by channelVoice, WhatsApp, Facebook, email, web chat, SMS and Teams.

Bring us one process.
We’ll show you it running.

A 30-minute call with a Codemen architect. Bring one business problem. We map the workflow, show where rules decide and where a person approves, and what it costs to run in Bangladesh.

Book a 30-minute call Talk to an architect

Free. No slides unless you ask for them.