Route, assign and scale support

We build the structure to scale WhatsApp support — routing rules, roles and permissions, SLAs and supervisor views — so service stays fast as volume grows.

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I need help with a billing issue.Routing you to our billing team 👋 one moment…Hi, Omar from billing here ✅ I can see your account — let’s sort it.
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SLA met
The challenge

Why this matters

As support volume grows, ad-hoc handling breaks down — chats pile up, SLAs slip and supervisors lose sight of what’s happening.

  • No routing logicChats land randomly instead of reaching the right agent.
  • SLAs slippingWithout targets and alerts, response times quietly drift.
  • No oversightSupervisors can’t see workload, backlogs or performance.
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Search chats
NSNorthStar TravelThe 5-star one please
UKUrbanKeyIs the flat still available?2
BCBrightCartWhere is order #10423?1
MLM.Q LogisticsShipment ETA?
NSNorthStar Travel● Assigned: Aisha
Do you have the Dubai package for 2? Yes 👋 3 options from $740pp — want the itinerary? The 5-star one please On it ✅ sending now.
SLA met
What we deliver

Everything included

  • Routing rules that send chats to the right team or agent
  • Roles and permissions for agents and supervisors
  • SLA targets with monitoring and alerts
  • Supervisor views of workload and performance
  • Escalation paths for complex or urgent cases
How it works

A clear path to live

1Map supportWe map your teams, queues and priorities.
2Build routingWe configure rules, roles and permissions.
3Set SLAsWe define targets, alerts and escalation paths.
4Enable oversightWe give supervisors live views and reporting.
Capabilities

Key features

Smart routing

Chats reach the right agent or team automatically.

Roles & permissions

Clear access for agents, leads and supervisors.

SLA monitoring

Targets and alerts keep response times in check.

Supervisor views

Live oversight of workload and performance.

Outcomes

Results you can measure

Faster
response at higher volume
Clear
ownership for every chat
Who it’s for

Built for teams like yours

E-commerce Retail Finance Software Companies Enterprise
Works with

Fits your stack

CRM Custom APIs Websites
Why Whatsoza

Why teams choose us

Scales cleanly

Routing and roles keep support orderly as you grow.

SLAs you can keep

Targets and alerts make fast response the default.

Full visibility

Supervisors always know where things stand.

FAQ

Questions, answered

By rules you define — by team, topic, language or priority — so each chat reaches the right agent.
Yes — we configure SLA targets with monitoring and alerts so response times stay on track.
Yes — supervisor views show live workload, backlogs and agent performance.
We build escalation paths so urgent or complex cases move quickly to the right person.
Often combined with

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Ready to route, assign and scale your support?

Book a free, no-obligation consultation with a real WhatsApp specialist — or start a chat with us right now.

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