iCRM connects your WhatsApp Business number to an intelligent AI chatbot — trained on your own knowledge base. When complex questions arise, a live agent takes over seamlessly with full chat history.
How it works
From the moment a customer sends a message to final resolution — here's exactly what happens at every step.
Customer texts your WhatsApp Business number — a question, complaint, booking request, or just "Hello". No app download. No registration. Just WhatsApp.
The message arrives in your iCRM WhatsApp inbox. All conversations are logged and linked to contact records automatically. Full history retained.
iCRM's AI instantly scans your Q&A database. If a matching answer exists, AI replies in under 1 second. If the question is complex or out of scope, it flags for agent takeover.
Question matches your knowledge base. AI sends the correct answer instantly — 24/7, no staff required. Customer gets help immediately.
Question is complex, sensitive, or needs human judgment. AI flags the conversation. A live agent is notified and joins the chat with full context.
Agent receives a push notification on their iOS/Android phone via BizCloud App. They see the full conversation — including what AI already said — and can reply immediately from their phone.
Agent replies directly in the same WhatsApp thread. The customer sees a smooth continuation — no need to start over, no repeating themselves. Agent has complete history.
Conversation is marked resolved. iCRM logs it to the customer's contact record and links it to any open service case. Follow-up task created if needed.
See it in action
Both happen inside the customer's existing WhatsApp. No new app, no new account — just a natural, seamless conversation.
All answered instantly, 24/7 — zero staff needed
Agent sees full history — customer never repeats themselves
Three response modes
Mix and match all three modes based on your business hours, staffing, and customer type.
AI answers all questions from your knowledge base. No staff involvement. Best for after-hours, public holidays, or high-volume routine enquiries.
AI answers first, then forwards the entire conversation to agent's BizCloud App. Agent can step in, add to, or override the AI reply from their phone.
All messages go directly to agent via BizCloud App. AI is on standby — agent can trigger AI suggestions manually. Best for high-value accounts.
Training your AI
Enter questions and answers directly in iCRM. AI only replies from your approved data — no hallucinations, no off-brand answers.
Find the AI Database section in your iCRM admin panel. No technical setup needed.
Type a question your customers commonly ask, then the answer you want AI to give. As simple as filling a form.
Your AI knowledge base updates immediately. New questions are answered within seconds of saving.
Our team connects your WhatsApp Business API. Usually done within 24 hours of signup.
Send a message to our demo number +603-2780 3801 on WhatsApp. See exactly how AI will respond.
Agent capabilities
Agent sees every message — including AI replies — before joining. Never needs to ask "what did we discuss?"
Respond from BizCloud App on iOS or Android. No VPN, no desk required. Reply from anywhere.
Agent can review what AI said and add to it, correct it, or take over — all transparent.
Agent sees customer's full CRM profile — membership tier, service history, past cases — right in the chat.
Agent can open a service case directly from the chat. Conversation is attached as evidence.
Turn agent forwarding on/off with one tap. Office hours: AI only. After hours: forward to phone.
Multiple agents can monitor different queues. Assign conversations to specific team members.
Track response times, AI resolution rate, agent performance, and customer satisfaction over time.
Try it now — live
Experience the full AI chatbot + agent handover flow on your own phone right now. No sign-up. Just open WhatsApp and send a message.