GoSumo: One AI Inbox for WhatsApp, Instagram, SMS & More

Here's what customer management looks like at a typical Indian SMB: a WhatsApp Business account on the owner's phone, Instagram DMs that three people check sporadically, a website contact form that emails someone who quit last year, and SMS notifications from a bulk provider that nobody replies to.

Leads come in on one channel, follow up on another, and disappear when the person who was handling them goes to lunch.

GoSumo fixes this by putting every conversation — WhatsApp, Instagram, SMS, web chat, email — in one AI-powered inbox.

The Multi-Channel Problem

Indian consumers don't pick one channel and stick to it. A customer might:

1. Discover you on Instagram
2. DM you a question
3. Get your WhatsApp number from your bio
4. Send a message on WhatsApp
5. Call when they don't get a reply fast enough

In your current setup, steps 2, 4, and 5 are three different conversations with no shared context. The person handling Instagram doesn't know what was said on WhatsApp. The person who picks up the phone doesn't know either.

GoSumo sees one customer across all channels.

What GoSumo Does

Unified Inbox

Every message from every channel arrives in one timeline. WhatsApp messages, Instagram DMs, SMS replies, web chat sessions, emails — all threaded by customer, not by channel. When a customer switches from Instagram to WhatsApp, the conversation continues without the "can you repeat what you told my colleague" moment.

AI-Powered Responses

GoSumo's AI reads the conversation context and drafts responses:

• Quick replies for common questions (pricing, availability, location, hours)
• Contextual drafts that reference what the customer asked, not generic templates
• Language detection — responds in Hindi, English, Tamil, or whatever the customer wrote in
• Escalation detection — flags conversations that need a human instead of auto-replying something unhelpful

The AI drafts. You approve or edit. Nothing goes out without a human decision.

Customer Profiles

Every conversation builds a profile:

• Contact details from WhatsApp and email
• Purchase history (when connected to your billing)
• Conversation history across all channels
• Tags and notes your team adds
• AI-generated summaries of what this customer typically needs

Team Features

• Assignment — route conversations to the right person by channel, topic, or load
• Internal notes — discuss a customer's case without the customer seeing it
• SLA tracking — how long since the last reply, who's falling behind
• Handoff — transfer a conversation to another team member with full context

WhatsApp Business API

GoSumo connects to the official WhatsApp Business API, not the grey-market hacks that get numbers banned:

• Template messages for outbound notifications (order updates, appointment reminders)
• Session messages for two-way conversations within the 24-hour window
• Media support — send and receive images, documents, and voice notes
• SPF/DKIM aligned — your messages come from your verified business, not a shared number

Instagram Integration

• DM management — reply to Instagram DMs from GoSumo's inbox
• Story mentions — see when someone mentions you in their story
• Comment monitoring — track and reply to comments on your posts
• Lead capture — automatically create customer profiles from new DM conversations

Why Not Zendesk or Freshdesk?

Two reasons:

1. Channel coverage for India. Zendesk added WhatsApp as an afterthought. GoSumo was built around it, because in India, WhatsApp is the customer service channel. The Instagram integration is similarly first-class, not a connector that loses message types.

2. Pricing for SMBs. Zendesk starts at $19/agent/month for the plan that doesn't include WhatsApp. Add the WhatsApp integration and you're at $49/agent/month. A five-person team is $250/month before you send a single message. GoSumo is built for the business that has five people total, not five support agents.

Who Uses GoSumo

• D2C brands managing customer conversations across Instagram, WhatsApp, and their website
• Service businesses (salons, clinics, coaching centers) that book appointments over WhatsApp
• B2B SMBs tracking leads that come in on multiple channels
• Agencies managing social media and customer interactions for multiple clients

Get Started

Visit crm.doaide.com to connect your first channel.

Part of the DoAide business suite — AI-powered tools built for Indian SMBs.