iSMS WhatsApp Business API
Connect the WABA channel with the issued App ID, App Secret, username, password and sending phone number.
WhatsApp automation with a clear human handover
AI Chat Assistant
Connect iSMS WhatsApp Business API, enable AI-assisted replies, route conversations and notifications to BizCloud agents, and improve service with a shared inbox, complete history and measurable response KPIs.
OneShared WhatsApp inbox
AI + HumanReply ownership
SLAPerformance visibility
What you can do
Everything your team needs, connected.
Connect iSMS WhatsApp Business API, enable AI-assisted replies, route conversations and notifications to BizCloud agents, and improve service with a shared inbox, complete history and measurable response KPIs.
Company-wide activation
Mark the WhatsApp account active and make the approved WABA connection available for whole-company use.
AI Chat activation
Enable automatically generated AI responses for incoming WhatsApp messages.
BizCloud App forwarding
Forward incoming chat notifications to the BizCloud companion app so mobile agents can stay informed.
AI response forwarding
Send AI-generated response notifications to BizCloud App for operational visibility.
Business-hours work pattern
Apply an AI work pattern and forward work-pattern information to BizCloud App.
Named push-notification users
Select which employees receive BizCloud push notifications and optionally include after-hours coverage.
Agent command
Define the words customers can type to request a human agent, such as /agent or /support.
Exit command
Define the command a customer uses to leave or reset the AI conversation.
Leave-a-message command
Let customers leave a message for the team when a live handover is not immediately available.
Working-hours response
Set the message customers receive when an agent is expected to take over during business hours.
After-hours response
Set a different response that explains when the team will return.
Shared incoming-message inbox
Review WhatsApp conversations from one workspace where either AI or an agent can reply.
Contact queue
Search contacts and separate all, unread and needs-agent conversations.
Live intake visibility
See new-record counts, message identifiers, last update time and live status.
Inbox AI controls
Enable AI Chat, BizCloud forwarding and AI-response forwarding directly in the incoming-message workspace.
Customer linking
Identify a new sender and link the WhatsApp conversation to an existing CRM customer when appropriate.
Agent reply tools
Reply from the conversation view, add an attachment or emoji, and use approved WhatsApp templates.
Conversation history
Review message time, type, direction, responder, escalation level and available actions in sequence.
Acknowledgement control
Mark reviewed conversation records as acknowledged to support operational follow-through.
Analytics overview
Measure incoming messages, agent replies, unique customers, average response time, reply rate and unanswered volume.
SLA measurement
Choose an SLA target and track compliance across a date range, agent or WhatsApp number.
AI-versus-human insight
See how much conversation handling was completed by AI compared with human agents.
Agent KPI and advanced analytics
Move from the overview into agent performance, SLA, AI and waiting-time analysis.
Volume and message-type trends
Review daily message volume, unique contacts, reply activity and the mix of text, image, reaction, video or unsupported content.
Report and export options
Print performance results, open the message log and export incoming-message lists to CSV.
Connected inbound WhatsApp service
Let AI handle the routine. Keep a person within reach.
iCRM combines a company WABA connection, automated responses, explicit handover commands, BizCloud mobile notifications, a shared conversation workspace and service-performance reporting. Automation increases coverage while the team keeps control of customer context and reply ownership.
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RELATED MODULEAI Chat Assistant
Incoming WhatsApp conversations, automated replies, agent handover, conversation history, acknowledgement and response KPIs.
Omnichannel Messenger
Outbound email, SMS, WhatsApp and BizCloud campaigns, recipient selection, campaign records and scheduled reminders.
Explore Omnichannel Messenger →01ConnectActivate company WABA
02ConfigureAI, commands and hours
03ReceiveLive incoming queue
04ResolveAI or agent response
05RecordHistory and acknowledgement
06ImproveSLA and KPI insight
01 / WABA AND ROUTING SETUP
Define how AI, BizCloud and human agents work together.
Start from the iSMS WhatsApp Business API account. Beyond the connection credentials, administrators can activate AI replies, route notifications and AI responses to BizCloud App, select a business-hours work pattern and nominate employees for push notifications.
- App ID, secret, user credentials and sender number
- Active and whole-company-use controls
- AI Chat and BizCloud forwarding switches
- Exit, agent and leave-a-message commands
- Different working-hours and after-hours replies
- Named BizCloud notification users
02 / SHARED INCOMING INBOX
See which conversations need AI, an agent or a customer link.
The incoming-message workspace combines a searchable contact queue with live conversation records. Teams can filter all, unread and needs-agent chats, update AI and forwarding settings, send an approved template, review history and link a new WhatsApp sender to the right CRM customer.
- Contact and phone-number search
- Unread and needs-agent queues
- Live new-record counter and last-update time
- AI or human reply identification
- New-customer and linked-customer status
- CSV export, refresh and template actions
03 / ANALYTICS AND KPI
Measure the customer experience—not just message volume.
The performance report turns conversation records into response KPIs. Filter by period, agent, SLA target and WhatsApp number, then compare workload, reply behaviour, unanswered demand, service-level performance and the contribution made by AI.
- Incoming, replies and unique-customer totals
- Average response time and trend
- Reply rate and unanswered count
- SLA compliance against a chosen target
- AI-versus-human handling ratio
- Agent KPI and advanced waiting-time analysis
04 / COMPLETE CHAT HISTORY
Preserve the full reply trail for context and accountability.
The conversation detail keeps every message in sequence with its time, type, direction, responder and escalation level. An agent can reply from the same screen, attach a file, link the sender to a customer and acknowledge reviewed records.
- Chronological conversation record
- Incoming and outgoing direction
- AI and human reply ownership
- Reply composer with attachment and emoji
- Customer linking from the history view
- Mark-as-acknowledged control
Human control throughout
Automation with clear operating boundaries.
Define how customers enter and leave the automated flow, when agents should respond and how the team stays informed.
AI on or off
Enable automated replies only for the WABA account and workflow where they are wanted.
Agent command
Give customers a clear phrase for requesting live assistance.
Exit command
Let customers leave or reset the AI conversation intentionally.
Leave a message
Capture a message when a live agent is unavailable.
Contextual replies
Use different handover messages during and after working hours.
BizCloud forwarding
Forward notifications and AI-response information to selected mobile users.
Needs-agent queue
Separate conversations that require human attention from the wider inbox.
Acknowledgement
Mark reviewed records so operational follow-through is visible.
How to introduce AI Chat
A practical route from WABA connection to measurable service.
Configure the boundaries first, then let the team improve automation and human response with real conversation evidence.
Connect WABA
Enter the iSMS credentials and sending number, then activate the approved company account.
Enable AI
Turn on AI Chat Assistant for incoming WhatsApp messages.
Set boundaries
Define agent, exit and leave-a-message commands plus working-hours responses.
Configure BizCloud
Choose notification and AI-response forwarding, work pattern and receiving employees.
Triage the inbox
Monitor unread and needs-agent queues and link known senders to CRM customers.
Handle escalations
Let agents reply, attach supporting material, send templates and acknowledge completed review.
Review history
Use the chronological record to understand what the customer asked and who responded.
Improve with KPIs
Track response time, reply rate, unanswered demand, SLA, agent results and AI-versus-human handling.
Detailed capability map
More than a feature list. A complete working process.
Explore how the screens and functions in AI Chat Assistant support setup, daily operations and continuous improvement.
Configure the foundation
iSMS WhatsApp Business API
Connect the WABA channel with the issued App ID, App Secret, username, password and sending phone number.
Company-wide activation
Mark the WhatsApp account active and make the approved WABA connection available for whole-company use.
AI Chat activation
Enable automatically generated AI responses for incoming WhatsApp messages.
BizCloud App forwarding
Forward incoming chat notifications to the BizCloud companion app so mobile agents can stay informed.
AI response forwarding
Send AI-generated response notifications to BizCloud App for operational visibility.
Business-hours work pattern
Apply an AI work pattern and forward work-pattern information to BizCloud App.
Named push-notification users
Select which employees receive BizCloud push notifications and optionally include after-hours coverage.
Agent command
Define the words customers can type to request a human agent, such as /agent or /support.
Exit command
Define the command a customer uses to leave or reset the AI conversation.
Run day-to-day work
Leave-a-message command
Let customers leave a message for the team when a live handover is not immediately available.
Working-hours response
Set the message customers receive when an agent is expected to take over during business hours.
After-hours response
Set a different response that explains when the team will return.
Shared incoming-message inbox
Review WhatsApp conversations from one workspace where either AI or an agent can reply.
Contact queue
Search contacts and separate all, unread and needs-agent conversations.
Live intake visibility
See new-record counts, message identifiers, last update time and live status.
Inbox AI controls
Enable AI Chat, BizCloud forwarding and AI-response forwarding directly in the incoming-message workspace.
Customer linking
Identify a new sender and link the WhatsApp conversation to an existing CRM customer when appropriate.
Agent reply tools
Reply from the conversation view, add an attachment or emoji, and use approved WhatsApp templates.
Control, report and improve
Conversation history
Review message time, type, direction, responder, escalation level and available actions in sequence.
Acknowledgement control
Mark reviewed conversation records as acknowledged to support operational follow-through.
Analytics overview
Measure incoming messages, agent replies, unique customers, average response time, reply rate and unanswered volume.
SLA measurement
Choose an SLA target and track compliance across a date range, agent or WhatsApp number.
AI-versus-human insight
See how much conversation handling was completed by AI compared with human agents.
Agent KPI and advanced analytics
Move from the overview into agent performance, SLA, AI and waiting-time analysis.
Volume and message-type trends
Review daily message volume, unique contacts, reply activity and the mix of text, image, reaction, video or unsupported content.
Report and export options
Print performance results, open the message log and export incoming-message lists to CSV.
How it works
A clear workflow from setup to insight.
Connect
Configure and activate the company iSMS WABA account.
Define
Enable AI, routing, work patterns, commands and agent messages.
Receive & identify
Collect inbound WhatsApp conversations and link senders to CRM customers.
Respond or hand over
Let AI answer routine questions while agents take over requested or flagged chats.
Review & improve
Use history, acknowledgement, SLA and KPI reports to improve response quality.
See AI Chat Assistant in action
Let’s map iCRM to your real workflow.
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