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Ticketing, SLA timers and escalation to voice, all inside WhatsApp

A customer message opens a ticket. The AI agent answers what the knowledge base can answer; anything else escalates to a person, and to a WhatsApp voice call if it needs talking through.

Ticketing
Native, or your Zendesk, Dynamics or SAP desk
Escalation
Chat to voice without changing channel
SLA
Per priority, per queue, per contract
Where it breaks today

The ticket and the conversation are two different things

The customer explains the problem on WhatsApp, then an email asks them to explain it again in a portal.
Escalating to a phone call means a new channel, a new queue position and a lost history.
SLA clocks run in the ticketing tool but the channel has no idea, so breaches are found after the fact.
Knowledge base answers are copy-pasted by hand, inconsistently, by whoever is on shift.
How whtapis runs it
01 Message opens the ticket Priority, category and contract are set from the customer record and the message content.
02 AI answers the known The AI agent replies from your knowledge base, with a confidence threshold you set before it hands over.
03 Escalate in place A person takes over the same thread. If it needs voice, the call starts inside WhatsApp with the ticket open.
04 Resolve and close Disposition, resolution note and transcript are written to the ticket, and CSAT is asked on the same channel.

What this team gets

SLA timers on the channel
Response and resolution clocks visible to the agent and the supervisor, with breach alerts.
Knowledge base answers
Grounded AI responses with citations, and article suggestions in the agent pane.
Chat to voice escalation
One tap moves a thread to a WhatsApp voice call with no re-queue.
Tiering and hand-off
Tier 1 to tier 2 to field, each with its own queue, skills and SLA.
Self-service flows
Status checks, password resets and appointment changes handled without an agent.
Desk integration
Bi-directional sync with Zendesk, Dynamics 365 Customer Service, SAP and Odoo.
Service
First response, resolution time, SLA attainment
Quality
First contact resolution and reopen rate
Deflection
Share resolved by AI agents and self-service

The measures the platform reports on. Targets are set with you during onboarding.

The team using it

Tier one, tier two, and the customer in between.

The thread stays the same as the ticket moves between people — nobody asks the customer to start again.

Placeholder frames — drop your own photographs in.

whtapis — person specialist
Tier one, handling the thread end to end.
Photo: tier-two specialist at work
Tier two, picking it up with the history attached.
Other use cases
Direct marketingCampaigns people answer SalesPipeline on the customer’s terms Contact centersA full floor, WhatsApp-first E-commerceOrder status to reorder Customer operationsBack office in the loop
Template examples

What your customers see.

InsuranceUtility
AAssura
TODAY
Claim update · #CL-77310
Good news, Emma. Your car claim is approved. €1,240 will be paid within 3 business days.
Assura Claims09:43
View details
Call my adviser
InsuranceVoice
AAssura
TODAY
Call your adviser
Talk to us on WhatsApp
Tap the call button in this chat — no number to dial, no hold menu.
Free inbound call09:43
Call now
HealthcareUtility
CSClinique Saint-Luc
TODAY
Appointment reminder
Dr. Laurent, tomorrow at 10:30. Please arrive 10 minutes early with your insurance card.
Clinique Saint-Luc09:43
Confirm
Reschedule
The ticket, in the thread

Tickets, SLA timers and escalation.

One thread from first message to resolution.

app.whtapis.com/inbox/support
whtapis
Inbox
Voice
Campaigns
Wallboard
Reports
Numbers
Team
Settings
JMJulie M.
Team inbox — Supportlive
WhatsApp chat9
WhatsApp voice4
SMS3
VoIP / DID2
Telephony1
Conversations14 open
SW Sarah Whitfield Order 41-2298 still not delivered live
ÉT Émile Tremblay Called back about the refund answered
AK Anna Kowalski +33 1 •• •• 09 — on hold over SLA
KT Karim Touhami Asked for a new delivery slot in SLA
LM Leïla Mansouri Handed off by AI agent AI agent
Sarah Whitfield · WhatsApp
Hi, my order 41-2298 was due Tuesday and it has still not arrived. 09:41
I can see it — the carrier scanned it into the Casablanca hub this morning. I can book a new delivery window for you. 09:42 · Julie
Thursday afternoon would work. Can I call you about it? 09:43
Customer context
Customer sinceMarch 2024
Open order41-2298
CRM recordSalesforce · synced

One inbox for WhatsApp messages, WhatsApp voice, SMS and your DID lines. The agent sees the thread, the order and the CRM record without switching tools.

Activate an accountTour the platform
Your accounts or ours

Bring your own, or we provide it.

Every connection can come from you or from us — and you can mix per country. Switch later without changing platforms.

Service
Bring your own
We provide it
WhatsApp Business Account
Connect your existing WABA and numbers
We create it under your Meta portfolio
SIP trunk
Point your carrier trunk at us, keep your rates
Our trunk, billed per minute
DID numbers
Keep your ranges, or port them in
Local numbers in most countries
SMS gateway
Plug in your gateway, sender IDs and rates
Our gateway, billed per message
PBX / telephony
Your PBX stays in place behind us
Cloud telephony, no hardware
CRM / ERP
Salesforce, HubSpot, Dynamics, SAP and more
Built-in customer record

Most customers mix: their own trunk in one country, our numbers in another.

Close tickets in the thread the customer opened.

Trial the AI agent against your own knowledge base, then connect your existing desk when you are ready.

Activate an accountTalk to sales
GDPRISO 27001 alignedData residency EU · US · AfricaWhatsApp Business Solution Provider