Ten modules. One job: no enquiry goes unowned.

Logins and permissions

Everyone signs in as one of three roles, and each role sees only what it needs.

• Roles for operator, manager and employee
• Two-step sign-in on privileged roles
• Secure account recovery
• Removing a staff member ends their access, not just their login

Customers never log in. They only ever see a WhatsApp conversation with your business.

WhatsApp inbox

One shared inbox for your business number, with every message tied to a case.

• Text, images, PDFs, documents and voice notes, in and out
• Voice-note playback in the thread
• Live delivery state on every message
• Search that respects who is allowed to see what
• A composer built for phones, with reconnect

WhatsApp's 24-hour service window is an external rule. Inside it staff reply freely. Outside it, only a pre-approved template can be sent, so the composer changes to match.

More on the WhatsApp shared inbox

Contact and case panel

One contact can have many separate cases. Each case holds the facts that matter.

• Service, document type, purpose, region, source and qualification
• Owner and next action in plain view
• Notes that are only ever added, with author and time
• One person, many repeat service cases

Assignment and acknowledgement

Every enquiry reaches a named person, fairly, and picking it up is recorded.

• Goes to the eligible, available person with the fewest open cases
• Acknowledgement is separate from reply
• Manager override at any time
• Inactive staff are excluded automatically
• When nobody fits, the case waits in an unassigned queue

Staff see a short triage summary of unassigned cases (service, language, region and wait time) but never the messages or the contact.

More on WhatsApp enquiry management

Follow-up and deadlines

Deadlines run on your working hours, and what is due shows on screen for the right person.

• Deadlines held in working time, not wall-clock time
• Due and overdue cases show on the case and in the manager queues
• A next-follow-up date the owner sets
• Phone and browser alerts are not available yet, so someone needs Clientlo open

Outside working hours a clock holds its remaining time and resumes later. It does not restart. A breach that happened is permanent.

More on follow-up deadlines

Manager intervention and transfer

Managers can step into any thread, and ownership can change without losing history.

• Live view of team threads
• Manager reply and takeover
• Employee requests a transfer with a reason
• Manager approves, history is kept and cannot be edited
• The old owner loses access immediately

The customer's first-reply clock does not reset when a case changes hands.

Document checklist

Know what has arrived and what is still missing, without scrolling a chat.

• A checklist per service
• States: required, received, needs review, missing
• Attach a document the customer already sent on WhatsApp
• Staff mark when a case is ready

The checklist records arrival. It never decides whether a document is officially acceptable.

Quotation generator

A consistent quote, with totals your staff cannot get wrong.

• One approved layout
• Staff enter the prices you authorise
• Totals and tax computed in code
• Quote ID and version number
• PDF preview and download
• Separate states: generated, sent, accepted

A quote is recorded as sent by staff first. It is only marked confirmed when delivery evidence arrives, so the record never claims more than it can prove.

Outcomes and manager overview

Close every case with a written outcome and see what needs attention today.

• Qualified, unqualified or unknown, with reasons
• Completed and paid are recorded separately
• A reason is required when a case is lost
• Reopen history is kept
• Queues: unassigned, not acknowledged, overdue, waiting for documents, quotes to follow up

Acknowledged is not contact. No answer from a customer is not the same as an unqualified lead. The record keeps these apart.

Small AI assistant

A narrow helper that suggests, never decides.

• Suggests field values and a missing question
• Cites the approved knowledge it used
• Staff review every suggestion
• A hard spending limit and an off switch
• If it is unavailable, the manual workflow carries on untouched

The AI never qualifies, prices or sends. It ships switched off.