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Customer Service Automation

Reply to Every Enquiry, Even After Hours

Assistants on WhatsApp, your website and the phone answer routine enquiries, record each one and book appointments. Conversations that need a person go to your team with the full history attached.

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Problems It Solves

  • Messages arrive late at night, and nobody replies until the next morning.

  • We miss calls at busy times and on holidays.

  • Leads go cold because follow-up depends on someone remembering.

Typical Use Cases

  • WhatsApp and Website Assistant

    Replies within seconds on your business number or website, answers common questions and saves each enquiry.

  • Voice Agent

    Answers the phone after hours and at peak times, asks the caller a few questions and books the appointment.

  • Appointment and Enquiry Workflow

    Books into your calendar and creates a follow-up task, so no enquiry is forgotten.

  • Handover to Your Team

    Passes complaints and unusual requests to a named person, with the conversation attached so the customer does not repeat their story.

How We Deliver It

  1. 1Map Your EnquiriesWe list the enquiries you receive most often and agree a good reply for each one.
  2. 2Connect Your ChannelsWe link your WhatsApp Business number, website chat or phone line to your calendar and CRM.
  3. 3Agree the HandoverWe decide which conversations go to which person, and what happens outside working hours.
  4. 4Go Live and RefineWe launch, review real conversations with you, and fix any defects free of charge for 90 days.

What We Need From You

  • Your WhatsApp Business number, website or phone line
  • Your common questions with approved replies, prices and opening hours
  • Access to your calendar or booking system
  • Named staff who take over conversations, and their working hours

Good to Know

  • It handles routine enquiries; complaints, negotiations and unusual cases go to your team.
  • It does not replace your team; someone must be available to pick up handed-over conversations.
  • It can only offer times your calendar or booking system shows as free, so that calendar must be kept up to date.

Timing

WhatsApp and website assistants usually take 2 to 4 weeks; voice agents are scoped after a free consultation.

See It in Practice

Kitchen Display for a Restaurant Chain Kitchen Display · Live orders F Kitchen Display Branch 2 · Dinner service All 6 New 2 Cooking 2 Ready 2 19:42 Live #1046 Delivery 00:48 2× Chicken shawarma 1× Fattoush 2× Mint lemonade Less ice Start cooking #1045 Pickup 01:35 1× Mixed grill 1× Hummus 1× Saffron rice Start cooking #1043 Delivery 06:12 3× Falafel wrap No onions 1× Fries 3× Ayran Mark ready #1042 Table 4 08:40 1× Lamb kabsa 2× Lentil soup 1× Kunafa After mains Mark ready Running long #1041 Pickup 11:05 2× Beef burger 2× Fries Picked up #1040 Delivery 12:30 1× Family platter 1× Tabbouleh Picked up Escalations 2 From chatbot Order #1039 Messenger · 2m ago Cancellation Can I cancel? It’s late. Flagged for staff Resolve Call Order #1044 Messenger · 5m ago Manager I’d like to talk to a manager. Flagged for staff Resolve Call Resolved today 5 #1031 · Refund issued #1027 · Address fixed
Live Product

Kitchen Display for a Restaurant Chain

A client's Messenger chatbot takes orders and sends them straight to a kitchen screen. Cancellations and manager requests are passed to staff to resolve.

Picture: a drawing with demo data, not a screenshot.

See the project →
Technical details (for technical readers)
  • Channels: WhatsApp Business, website chat, Facebook Messenger and phone.
  • Voice agents: speech recognition turns the caller's words into text, and speech synthesis reads the reply aloud during the call.
  • Arabic, including Gulf dialect, English and French, with switching between languages in one conversation.
  • Qualification and booking: set questions are asked before the appointment is written into your calendar or booking system.
  • Human handover: the full transcript and the details collected so far are passed to a staff member.
  • CRM logging: each enquiry is saved with its source and a follow-up task.

Discuss Your Project With Firasa

Tell us what you want to improve. In a free 30-minute call, we will tell you honestly whether this solution fits.

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