Watermelon runs customer service through an AI agent that handles routine questions – order status, returns, delivery times – across website chat, email, WhatsApp, Messenger and Instagram, with a shared inbox humans can take over from.
The handover is the part that decides whether a deployment works. An agent that cannot pass a conversation cleanly to a person creates the experience everyone has had – repeating your problem to a human who cannot see what you already typed. A single inbox where the agent and the team see the same thread avoids that, and it is a harder engineering problem than the answering itself.
Integrations feed real-time data in, so the agent can answer from actual order state rather than guess. Two evaluation points: measure how often it hands over rather than how often it answers, and test the channels you actually use – WhatsApp and Instagram behave very differently from website chat.
