AI-powered auto-reply, live agent inbox, performance analytics, conversation reports, and transparent billing — all from one unified platform built into iCRM.
Module 1
The main operational hub where your agents manage live WhatsApp conversations daily. Reply to customers, send templates, toggle AI, and link contacts to CRM records — all from one screen.
All customer conversations with name, phone, last message preview, timestamp, and WABA number badge.
Auto-polls every 60 seconds for new messages. Shows "New" badges and notification count instantly.
Type and send text messages directly to customers. Attach images, videos, documents, and audio files.
Send pre-approved WABA templates (marketing, utility, authentication) with parameter filling.
Enable/disable AI auto-reply per company with one click. AI handles routine questions automatically.
Auto-forward incoming messages to BizCloud mobile app for push notifications to your agents.
Link WhatsApp contacts to existing CRM customer records with quick Edit and Service Record shortcuts.
Detects expired WhatsApp sessions (>24h) and disables reply, prompting template send instead.
Filter by date range (11 presets), phone number, AI level, agent assignment. Server-side search.
Module 2
The most comprehensive WhatsApp analytics in any CRM. Three tabbed sections with 9+ interactive charts covering volume, response times, agent performance, SLA compliance, and AI vs human analysis.
Summary KPI cards, daily volume chart, message type distribution, response time trends, peak hours, day-of-week analysis, conversation heatmap, and top 20 customers.
Agent performance leaderboard ranked by replies, SLA compliance per agent with visual status bars, conversation depth analysis, first response vs follow-up time comparison, and idle detection during working hours.
AI vs Human workload split, AI vs Human daily trend, AI handoff rate, and average customer wait time by hour — reveals understaffed time slots and AI efficiency.
Incoming messages, agent replies, unique customers, avg response time, reply rate, SLA compliance, unanswered count, and AI vs human ratio.
24x7 grid (Hour x Day-of-Week) with colour-coded intensity showing when customers are most active.
Ranked by reply count with avg/fastest/slowest response time and visual speed bar (green/orange/red).
Conversations measured, within SLA count, breached count, compliance %, and configurable SLA target.
Proportion of AI auto-replies vs human replies. AI handoff rate. Estimated cost savings from AI handling.
Bar chart showing average customer wait time by hour of day — colour-coded to reveal understaffed slots.
Module 3
Browse and read complete conversation threads. Review customer interactions, quality-check agent responses, and audit AI behaviour — all in a clean chat-style view with message distribution bars.
Messages displayed in a clean chat format with sender identification (Customer / AI / Agent name).
Visual bars showing the ratio of customer vs agent vs AI messages per conversation at a glance.
Summary cards showing total conversations, messages, average msgs per conversation, and days in range.
Filter by date range, agent, WABA number, phone number, and text content.
Shows linked customer name, phone number, WABA number, and assigned agent for each conversation.
Navigate between conversations efficiently with keyboard — designed for QA team daily workflow.
Module 4
Full transparency on your WhatsApp costs. See your monthly subscription, reply usage fees, and WABA delivery charges broken down in one clear report. Know exactly what you are paying for.
Fixed platform fee for iCRM + WhatsApp AI + BizCloud App. Plus 8% SST.
Every 2,000 AI + agent outbound reply messages = RM 10. Customer incoming messages are NOT charged.
Service RM 0.10/session, Marketing RM 0.50/msg, Utility RM 0.12/msg, Auth RM 0.10/msg. Charged by iSMS.
Module 5
One-page management overview designed for CEO and business owners. Combines the most important metrics from all other reports into a single elegant dashboard with month-over-month comparison.
Composite metric combining Reply Rate (30%), Response Speed (30%), AI Resolution Rate (20%), Customer Growth (20%). Animated doughnut ring, colour-coded.
Automatically calculates previous period of equal length. Every metric shows trend arrows with percentage change.
AI Reply Share %, AI Resolution Rate %, messages sent, handoff to agent count, and estimated cost savings from AI.
Estimated total (incl. SST), subscription breakdown, usage fee with unit count, cost per conversation, cost per message.
New vs Returning customer split with percentage bar, busiest hour, and busiest day of week.
Ranked by reply count with customers served and fastest responder badge. Quick performance check.
Why iCRM
Start with a free trial. Our team sets everything up — WhatsApp API connection, AI knowledge base, agent accounts — all within 24 hours.