Missed leads
Chats get buried and forgotten.
WhatsApp-first • Shared Inbox • AI Ticketing • POPIA-ready
Turn WhatsApp + Email Enquiries Into Trackable Tickets (With AI Handling First Response)
Stop losing leads in chats. We centralise incoming messages, convert them into tickets, route them to the right person, and automate follow-ups, with reporting so management sees what’s happening.
Why WhatsApp chaos kills revenue
WhatsApp is where customers talk, but teams can’t run operations off personal phones and scattered inboxes.
Double replies
Two people answer the same enquiry.
No ownership
Nobody is responsible for next steps.
Slow response times
Customers wait, then move on.
No reporting
Management can’t see the backlog.
Repetitive questions
Hours wasted answering the same basics.
The fix is governance
Convert conversations into tickets with owners, SLAs, escalations, and dashboards, so enquiries become trackable work.
AI Ticketing + Shared Inbox for your business
A helpdesk layer that turns every enquiry into a ticket with category, priority, status, owner and SLA. AI helps with triage, summaries, suggested replies and routing.
Shared inbox to tickets
WhatsApp + email + web, unified.
- Centralised intake
- Clear ownership
- Status tracking
AI triage and routing
Intent to team to next step.
- Auto-tagging and prioritisation
- Qualifying questions
- Smart handover
Templates and approvals
Humans stay in control.
- Macros and saved replies
- Approval workflows
- Consistent tone
Knowledge base
FAQs and policies in one place.
- Fewer repeated questions
- Faster resolutions
- Better consistency
Follow-ups and escalations
No more dropped threads.
- Reminders and nudges
- SLA escalations
- Exception handling
Dashboards and analytics
See workload and performance.
- Backlog and response times
- Top categories
- Team accountability
How it works (end-to-end)
A simple flow your team can adopt quickly.
1
Customer messages you
WhatsApp, email, or web chat starts the journey.
2
Ticket auto-created
A ticket is created with an SLA timer and ownership rules.
3
AI qualifies quickly
2 to 5 questions capture key details and intent.
4
Routed with context
The right team gets a summary and a suggested reply.
5
Updates and reporting
Status updates and dashboards keep everyone aligned.
Integrations available
CRM, Sheets, and booking tools, so tickets become leads, jobs, or cases automatically.
Must-have features (non-negotiables)
Everything you need for real operations, not just a bot.
Core Ticketing
Keep every enquiry owned, tracked, and measurable.
Most used:
Assignment • SLA timers • Saved replies • Escalations • Dashboards
- Omnichannel intake: WhatsApp, email, web
- Tags and categories
- Assignment: owner per ticket
- SLA timers
- Internal notes
- Saved replies: templates and macros
- Customer updates: status notifications
- Escalations: reminders and overdue alerts
- Knowledge base
- Dashboards: backlog, response time, outcomes
AI That Actually Helps
Reduce admin work and speed up handling.
Most used:
Auto-triage • Smart routing • Suggested replies • Summaries • Insights
- Auto-triage: topic, urgency
- Smart routing: rules plus AI
- Suggested replies: with approval option
- Chat summaries
- Duplicate detection: merge related tickets
- Quality flags: risk, frustration, missing info
- Insights: repeat issues, root causes
Where it works best
Three common implementations, same platform, different workflows.
AI qualifies leads
Capture what sales needs upfront.
- Service, urgency, location, budget
- Less back and forth
- Better handover
Captures details cleanly
Structured details, not messy chat logs.
- Standardised fields
- Auto-tagging
- Less admin
Follow-ups that close deals
Stop losing leads to silence.
- Timed nudges
- Escalate hot leads
- Higher conversion
POPIA and security by design
We build consent and opt-out flows, access control, audit trails, and guardrails so sensitive queries escalate to humans.
Consent and opt-out
Consent patterns and opt-out enforcement.
Role-based access
Control who can see and respond.
Audit logs
Traceable actions and handovers.
Encryption
In transit and at rest.
Human escalation
Guardrails for sensitive queries.
Retention controls
Keep what you need, not more.
Implementation plan (measurable and safe)
A fast rollout that prioritises adoption and clear KPIs.
1
Shared inbox and ownership
Centralise channels and assign accountability.
2
Templates and ticket categories
Standardise replies and structure workload.
3
AI triage and routing
Speed up qualification, tagging, and handover.
4
Integrations
CRM, Sheets, booking tools, where work needs to land.
5
Optimise with KPI feedback
Use transcripts and metrics to improve weekly.
Track response time, backlog, resolution time, automation rate, top categories, agent performance.
What impact should you expect?
Light on hype. Strong on operational wins.
More handled with the same team
AI triage and templates reduce workload.
Reduced backlog and fewer missed leads
Ownership, SLAs, and escalations keep work moving.
Higher conversion from faster replies
Better response time usually means better close rate.
FAQ
Short, practical answers.
Will customers feel stuck with a bot?
No. AI handles first response and qualification, then routes to a person. You can enforce handover rules and approvals.
Can you combine WhatsApp + email + web chat?
Yes. Incoming messages can be centralised, ticketed, assigned, and tracked through one shared workflow.
Can my staff approve AI replies?
Yes. Suggested replies can require approval, and sensitive categories can always escalate to humans.
Is it POPIA compliant?
We build consent and opt-out flows, role-based access, and audit trails. We also implement guardrails and retention rules.
How long to launch a pilot?
A pilot can be launched quickly once your categories, routing rules, and templates are defined. We start simple, then iterate.
What do you need from us to start?
Your key enquiry categories, who should handle what, any existing FAQs or policies, and your preferred follow-up timelines.
Ready to turn WhatsApp into a governed system?
We’ll scope your categories, routing and automations, then launch a pilot fast.
