AI Agent for customer service | Watermelon

What is watermelon?

Watermelon is an AI customer service platform from the Netherlands that enables companies to create AI agents available 24/7, which can answer questions and carry out various business tasks via websites, emails, WhatsApp, Messenger, Instagram and other channels. Human customer service agents can take over complex conversations from a unified inbox.

The platform is intended for use in the e-commerce, education, healthcare, government, leisure, and service sectors. The official website highlights that the service is hosted in the EU, complies with GDPR standards, and holds ISO 27001 certification; however, companies still need to verify the scope of application when making purchases.

A one-sentence summary

Watermelon brings together multi-channel AI customer service, manual intervention, real-time business data, and operational analysis in a single enterprise customer service dashboard.

Core functions

• Train enterprise-specific AI Agents using websites and files
• Answer common questions in over 100 languages
• Unified handling of websites, emails, and social messages
• Query real-time data on orders, deliveries, returns, etc.
• Execute actions in external systems through AI Actions
• Seamless transfer to human customer service when judgment is needed
• Identify the logged-in user and create a customer profile.
• Statistical automation, topics, human workload, and service performance

AI Agent

Watermelon’s AI Agent can answer questions based on the company’s knowledge, and it can also use the system to carry out searches and execute actions. The team needs to determine which questions can be resolved automatically and which ones require manual approval.

• Answer questions regarding order status, returns, and delivery times.
• Explain products and services based on company information
• Maintain consistent answers across multilingual channels
• Automatically label sessions and identify customer intentions.
• Collect the customer information required to complete the task.
• Switch to manual handling in cases of low confidence or sensitive scenarios.
• Knowledge gaps in session discovery remain unresolved.

Knowledge training

Users can scrape websites and upload files to create Agent knowledge. All available plans support an unlimited number of websites and files, but the total amount of knowledge that can be stored is limited by the plan chosen.

Multi-channel customer service

The same AI Agent can serve multiple customer channels, eliminating the need for the team to maintain separate sets of responses. Each channel still has its own platform policies, message windows, and identity restrictions.

Unified inbox

Agent Inbox aggregates conversations from various channels; AI handles those issues that can be resolved automatically, while customer service agents take over those conversations that require human judgment. There is also business support team and role-based access control in place.

• View multiple channel sessions on a single interface
• Distinguish between AI processing, waiting for human intervention, and resolved status
• View customer details and past interactions
• Taken over manually by the agent to continue with the same thread
• Use notifications and queues to avoid missing messages.
• Manage permissions for roles, data, and sessions.

Manual takeover

When AI is unable to resolve a problem safely, the entire context can be handed over to human operators via Handoff. The team needs to establish working hours, response timelines, and procedures for handling tasks when they are offline.

• Complaints, refunds, and exception policies – routed to human agents
• Upgrade when confidence is low or there is no factual basis.
• Upgrade is required when identity verification and sensitive data are needed.
• Retain all conversation histories between AI and customers.
• It is up to the customer service team to decide whether to create subsequent tasks.
• Add the issue of repeated upgrades to the knowledge base.

AI Actions

AI Actions can be used for handover, searching, application execution, and interface calls, enabling Agents to carry out tasks such as order queries, returns, or other business processes. Different packages include 0, 1, 5, and 10 Actions respectively.

• Check order status, inventory, and delivery status
• Initiate the return or address change process
• Search for internal company products and customer data
• Call Zapier, API, or Webhook
• Collect and verify the necessary parameters before execution.
• Add authentication and user confirmation for write operations.
• Record each call, the result, and the reason for failure.

E-commerce integration

Watermelon lists e-commerce connectors such as Shopify, WooCommerce, Magento, BigCommerce, Lightspeed, as well as tools for handling returns, logistics, and product data. The specific fields and functions available depend on the version of the integration.

Website chat component

• Use floating bubbles or embedded chat boxes
• Set up a welcome page, shortcut links, and a starting point for conversations
• Match the brand through more than 50 design options
• Configure the pre-chat form and privacy notices.
• Display product recommendation sliders and past orders
• Provide structured forms for address changes and similar tasks
• Analyze visitor interactions through GTM events

Customer identification and information

Starting from the Advanced version, it is possible to identify logged-in users and track website visitors, which helps agents link the current conversation with the customer’s profile. The identity of these users must be verified by the company’s trusted system.

• Distinguish between anonymous visitors and logged-in customers
• Display related orders and historical sessions
• Provide personalized services based on the customer’s status.
• Automatically collect contact information with consent.
• Avoid performing account actions based solely on a name or email address.
• Control the roles that can view customer data and the retention period for it.

Clue generation

Advanced includes automatic lead collection; AI can identify customer intent during website conversations, obtain contact information, and facilitate scheduling or follow-up for sales purposes.

• Identify pricing, demonstration needs, and purchase intentions
• Ask about the company, requirements, and contact information.
• Conduct a preliminary qualification assessment of the clues based on the criteria.
• Hand the complete conversation over to the sales staff.
• Synchronize CRM or marketing systems via APIs
• Record the user’s consent and limit the scope of data collection.

Analysis and Reporting

Watermelon offers basic and advanced analytics to help determine automation levels, human resource needs, key topics, and customer service performance. The official customer case data reflects specific implementation results and cannot be regarded as a general guarantee.

• Statistics on total sessions and the proportion of automatically resolved cases
• Check which issues still require manual intervention.
• Analyze popular topics and knowledge gaps
• Compare channels, timing, and Agent performance
• Monitor customer contact volume and manual workload
• Custom reports can be created to support management decision-making.

Applicable scenarios

• E-commerce systems provide automatic responses to questions regarding orders, delivery, and returns.
• Educational institutions handle course-related matters and common inquiries from students.
• The city government provides information services to residents outside regular working hours.
• Tourism sites and recreational facilities need to deal with the large number of visitors during peak seasons.
• Medical institutions handle non-diagnostic procedures and appointment-related issues.
• The website automatically identifies potential customers and gathers leads.
• Employees within a company can query policies and knowledge.
• Unified management of AI and human customer service by a multi-channel team

Which companies are suitable?

• Organizations that need unified customer service via websites, email, and social media channels
• Companies that have a large number of repetitive questions and structured business processes
• Customers who place importance on data hosting in the EU and GDPR compliance
• A technical team capable of connecting order systems, CRM systems, and logistics systems
• An operations team willing to continuously maintain the knowledge base and assess the effectiveness of automation.
• Large organizations that require role-based permissions, SLAs, and dedicated support

Watermelon price

Watermelon offers plans named Free, Starter, Advanced, Business, and Enterprise. The public pricing is on a monthly basis; paying annually saves 15%. Taxes, any additional charges, and the total contract cost are specified on the settlement page.

Comparison of package capabilities

Additional items

Session billing rules

A session refers to all messages exchanged between the same visitor and the AI Agent over a period of 4 consecutive days, that is, within 96 hours. Messages sent during this time frame are counted as part of just one session.

• The session quota is refreshed on a monthly basis at the time of subscription renewal.
• Messages from the same visitor within 96 hours are considered part of one session.
• Contacting again after more than 96 hours will create a new session.
• Messages sent for backend testing are also included in the monthly quota.
• Once the limit is reached, the AI Agent will pause.
• It is possible to upgrade or purchase an additional pack of 250 sessions.
• Internal duplicate tests and malicious volume inflation should be excluded.

Free version and annual subscription

• Free includes 50 sessions per month.
• The free version supports over 100 languages, website scraping, and file uploading.
• The free version includes website components, online chat, and an inbox.
• Annual payment is 15% cheaper than monthly payment.
• The package can be changed or canceled at any time, with no waiting period for cancellation.
• The changes will take effect on the next renewal date.

Quick Start Tutorial

1. Register for a free account and determine the first customer service scenario.
2. Import websites, documentation, and approved policy documents.
3. Remove conflicting, expired, and inappropriate knowledge for public release.
4. Define rules for the agent’s identity, tone, boundaries, and handoff to a human agent.
5. Use real customer issues for testing in Playground.
6. Configure website components, privacy notices, and session start points.
7. Start with a low volume of traffic and review the unresolved sessions on a daily basis.
8. Upgrade the package based on the volume of conversations, channels, and action requirements.

E-commerce automation tutorial

1. Connects e-commerce platforms, logistics, and return systems.
2. Specify the authentication requirements for placing orders, shipping, and returning items.
3. Configure permissions separately for read-only queries and write operations.
4. Set up parameter validation for order numbers, email addresses, addresses, etc.
5. A second confirmation is required for requests to cancel, get a refund, or change the address.
6. It covers tests for no order, shipped items, overdue situations, and API failures.
7. After going live, audit each action and the final outcome for customers.
8. Convert the reasons for repeated failures into knowledge or manual processes.

Tutorials available through multiple channels

1. First, use website chat to verify the answers and then have human intervention.
2. Standardize the brand tone and policies used across all channels.
3. Connect emails, WhatsApp, and social accounts one by one.
4. Confirm the identity, message window, and attachment rules for each channel.
5. Set up queues, notifications, online hours, and responsible persons.
6. Test the AI response, manual transfer, and offline recovery paths.
7. Compare the automation rate across various channels with customer satisfaction.
8. After stabilization, custom channels and business actions can be integrated.

Safety and compliance

The Watermelon website states that it complies with ISO 27001 standards, EU data hosting requirements, end-to-end encryption, and GDPR regulations; it also specifies that customer data is not used to train external AI models. Companies should verify the certifications, sub-processors, and scope of the contracts through the Trust Center.

• Verify the location where the data is actually stored and backed up.
• Separate permissions for administrators, agents, and analysts.
• Answers related to protecting accounts using login authentication
• Encryption management for API keys, Webhooks, and system actions
• Use deletion, export, and role control in Business.
• Confirm the data responsibilities of third-party channels and integrations
• Establish processes for security incidents, data requests, and business continuity.

Effect evaluation

Product advantages

• It covers websites, emails, WhatsApp, and social messages all at once.
• AI Agents can answer questions and carry out real-time business actions.
• The unified inbox allows for seamless manual takeover.
• The available packages range from free trials to enterprise solutions, with a clear hierarchy.
• Sessions are calculated based on a 96-hour window; long conversations are not billed on a per-message basis.
• Offers e-commerce, logistics, return processing, and automation integration.
• Advanced supports user identification, lead tracking, and advanced analysis.
• Business offers team permissions, white-labeling, and compliance features.
• EU hosting and ISO certification are suitable for companies that place importance on data governance in Europe.

Usage restrictions and precautions

• The free version provides only 50 sessions and does not include AI Actions.
• Internal testing also consumes the monthly session quota.
• Once the session limit is reached, the AI Agent will pause.
• The standard package includes only 1 AI Agent and 1 account user.
• Additional agents, users, and sessions are charged on a monthly basis.
• Email and social media channels require a Starter or higher plan.
• Advanced models, APIs, and visitor identification require Advanced.
• Team permissions, white labeling, and compliance features are mainly available in Business.
• Failures in third-party channels and integrations can affect automation continuity.
• The core platform is not open-source; its full functionality relies on commercial hosting services.

GitHub and open source

No official core open-source repository for the Watermelon customer service platform was identified in this investigation. AI Agents, the inbox, multi-channel connectivity, as well as the analysis and management interfaces are all provided as commercial hosted services.

Watermelon offers API references, custom channels, Webhooks, and integration capabilities; however, the presence of open interfaces does not mean that the software is open source. Most projects with the same name on coding platforms have no relation to this product.

Basic information

Recommendation score

4.7 / 5. Watermelon is suitable for European companies that need AI-powered customer service across multiple channels, human intervention, and e-commerce functions. It offers clear pricing, a 96-hour session policy, as well as comprehensive information regarding integration and security; however, advanced features are available only in higher-tier packages, and additional agents, users, and sessions increase the cost.

Frequently Asked Questions

What is Watermelon mainly used for?

It enables companies to deploy AI customer service on websites, in emails, and via social media channels, while also providing options for human intervention, business process execution, and analysis.

Is there a free version of Watermelon?

Yes. The free version includes 50 sessions per month, 1 agent, and basic website chat capabilities.

How much is watermelon?

The current monthly fees are 99 euros for Starter, 199 euros for Advanced, and 399 euros for Business; a quote is available for Enterprise.

How is a session calculated?

All messages exchanged between the same visitor and the Agent within 96 hours are considered one session.

Do test messages count toward the quota?

Yes. The official pricing FAQ clearly states that internal tests are also counted as monthly sessions.

Is it compatible with WhatsApp and Instagram?

Supported: Plans starting from Starter include WhatsApp, Messenger, and Instagram DM as part of their features.

Can I check orders and handle returns?

This can be achieved through e-commerce, logistics, return integration, and AI Actions, but authentication and verification must be in place.

Where is the data for Watermelon?

The official website states that the data is stored on servers in the European Union; nevertheless, the purchaser should still verify the terms of the contract as well as the scope offered by the Trust Center.

Is Watermelon open source?

It is not open source; no official open-source repository for its core customer service platform was found this time.