Never lose a customer request again.
Convert WhatsApp conversations into trackable support tickets, assign ownership, automate workflows and improve customer satisfaction — on the official WhatsApp Business API.
Your support team's command center
Every WhatsApp message becomes an owned, prioritised, SLA-bound ticket — in real time.
- #48211P1Refund not received — order #A8821Owner · Riya02:14 · Breach risk
- #48210P2Wrong size delivered, need pickupOwner · Amir12:40 · In progress
- #48209P3Where is my order?Owner · Bot1h 04m · Auto-resolving
- #48208P4Newsletter unsubscribeOwner · —— · Closed
The cost of lost customer requests
Untracked WhatsApp support quietly bleeds revenue. Here's where it leaks.
of inbound WhatsApp requests on a personal number never get a reply within 24 hours.
of support tickets reopen because nobody owned them end-to-end.
of customers switch brands after a single bad support experience.
average rating swing when first-response time drops below 10 minutes.
lost per agent searching old chats, asking colleagues 'who's handling this?'.
average lifetime value lost per churned customer in B2C SaaS and e-commerce.
From inbound message to lifetime customer
A proprietary 8-stage lifecycle that turns chaotic chats into a closed loop of resolution, feedback and retention.
- 01Message received
Customer pings your WhatsApp Business number. Inbound is captured the millisecond it arrives.
- 02Ticket created
A ticket is opened automatically with channel, contact, intent, language and source attribution.
- 03Assigned
Routing rules pick the right owner — by skill, language, region, product, VIP tier or load.
- 04Investigated
Agents collaborate with internal notes, attach orders, push knowledge-base answers and loop in specialists.
- 05Resolved
Approved template confirms resolution. Ticket auto-tags by reason and product.
- 06Follow-up
Scheduled check-in 24/72 hours later — automated, throttled, opt-out aware.
- 07Customer feedback
One-tap CSAT/NPS survey on WhatsApp itself. Comments flow back as ticket notes.
- 08Retention
Happy resolutions feed segments — upsell, advocacy and reactivation campaigns.
Support operations architecture
The seven moving parts of a healthy WhatsApp support engine — wired together by default.
Auto from chat, manual, webhook, ad reply, missed call or form. Every channel = a ticket.
Sales, billing, returns, abuse — rules route by keyword, language, region or working hours.
VIP tag, repeat issue, refund risk, churn signal — auto-prioritised P1→P4.
Breach approaching? Auto-escalate to lead → manager → ops with full context attached.
Approved templates, macros and AI-suggested replies cut handle time in half.
Ticket closes only after CSAT prompt + 24-hour cool-off. Full audit trail preserved.
Customer replies after closure? Same ticket reopens with prior owner and history intact.
Who needs a WhatsApp ticketing system?
Any team where customer requests arrive on WhatsApp and 'I'll get back to you' isn't good enough.
Order issues, COD confirmation, returns, RTO disputes and post-purchase support — routed by store, SKU and order value.
Onboarding, billing, bug triage, feature requests and renewal saves — synced with CRM and product analytics.
Appointment changes, prescription queries and report follow-ups — with consent capture and PHI safeguards.
Admissions, fee queries, attendance and parent escalations — routed by class, counsellor and language.
Policy questions, claim status and renewal disputes — escalation paths to underwriters and TPAs.
Booking changes, document collection and in-trip SOS — routed by destination, language and tier.
Multi-client support with separate inboxes, brands, SLAs and white-label reporting.
Site-visit reschedules, document queries and broker handoffs — tracked per project and unit.
Salons, clinics, gyms and restaurants — every reschedule, no-show and review request as a ticket.
The Ticket Ownership System
Every ticket has a name on it. Every escalation has a path. Every action has an audit log.
Every ticket has one named accountable agent. No 'who's on this?' confusion, ever.
Round-robin, skill-based, language-based, territory or load — combine any in one rule.
Time-based, breach-based or sentiment-based escalation to leads, managers and on-call.
@mention teammates, attach docs and discuss without the customer ever seeing it.
Live queue, breach risk, agent workload and resolution heatmap — one screen.
Every action, reply, transfer and edit is logged. Performance reviews write themselves.
SLA Management Center
Visible countdown clocks. Automatic escalation. Zero 'oops, we missed it.'
| SLA | Target | What it covers | Live clock |
|---|---|---|---|
| First response | ≤ 5 min | From inbound message to first human or AI reply. | 00:42 |
| Resolution | ≤ 4 hr | From ticket creation to verified resolution. | On track |
| Escalation | ≤ 30 min | Before breach, alert lead → manager → ops. | On track |
| VIP customer | ≤ 2 min | Priority queue with dedicated routing and senior agents. | On track |
| Department-specific | Custom | Sales, billing, technical — each with its own clock. | On track |
Support performance analytics
Know exactly where your queue is breaking — before customers tell you on Twitter.
Per channel, intent, product, agent, day-part and source campaign.
Median, P90 and breach rate by team, agent and category.
Open vs. closed, aging buckets and SLA risk heatmap.
CSAT, NPS, qualitative comments and trend per agent/team.
% of tickets escalated, top causes and recovery rate.
Tickets/hr, AHT, first-contact resolution and utilisation.
Interactive ROI calculator
Plug in your numbers. See what disciplined ticketing returns in a month.
Estimates based on aggregate LandinChat customer benchmarks across 500+ teams. Actual results vary by industry, channel mix and operating maturity.
Real business scenarios
Five complete support workflows running on LandinChat today.
- 1Bug report inbound on WhatsApp
- 2Auto-tag 'bug · billing'
- 3Routed to Tier-2 with Stripe context
- 4Resolved in 38 min, CSAT 5★
- 5Auto-create Jira ticket for engineering
- 1'Where's my order?' message
- 2Bot fetches Shopify order, replies with tracking
- 3Customer asks for refund
- 4Auto-escalated to ops with order context
- 5Refund issued via integrated Razorpay
- 1Patient reschedules appointment
- 2Consent confirmed via template
- 3Calendar slot opened, SMS+WhatsApp confirmation
- 4Reminder fires 24hr before
- 5CSAT survey post-visit
- 1Parent asks about fee due
- 2Bot pulls fee balance from ERP
- 3Sends UPI payment link
- 4Payment auto-reconciled
- 5Receipt + thank-you template
- 1Customer asks to change flight
- 2Routed to OTA desk by destination
- 3Agent rebooks, sends new itinerary as PDF
- 4Pre-departure check-in reminder
- 5Post-trip review request
Why LandinChat
Outcomes, not feature checklists.
Stop losing requests — every chat becomes an auditable ticket with status, owner and history.
One WhatsApp number, unlimited agents — replies never collide or go silent.
Auto-route, auto-tag, auto-reply and auto-escalate — agents focus only on the hard stuff.
Customer LTV, orders and past tickets sit beside the chat — full context, zero swivel.
Deflect 40–70% of repetitive tickets with no-code flows and AI replies.
Know exactly where the queue is breaking — before customers tell you on Twitter.
Internal notes, @mentions and live transfer — no more screenshots in WhatsApp groups.
Where are you on the curve?
Most teams hit the wall between Level 2 and Level 3. LandinChat takes you to Level 4 in a week, Level 5 in a quarter.
One phone, one person, no history. Pain hits at ~10 tickets/day.
Phone passed around or duplicated SIM. Replies collide, context lost.
Multiple agents see chats, but no ownership, no SLAs, no reporting.
Tickets, owners, SLAs, automation. Where most scaling teams should sit.
Tickets + CRM + bot + analytics + integrations + workflow automation.
Buyer decision framework
Five common paths. One honest comparison.
| Option | Tickets | SLAs | Routing | Reporting | Verdict |
|---|---|---|---|---|---|
| Manual tracking (spreadsheets) | ✗ none | ✗ none | Manual | Manual | Breaks past 20 tickets/day. |
| Email support tools | ✓ | ✓ | Email rules | Basic | Wrong channel. Customers want WhatsApp. |
| Basic shared inbox | Partial | ✗ | Manual | Low | Good start, ceiling at ~5 agents. |
| Traditional helpdesk (Zendesk etc.) | ✓ | ✓ | Strong | Strong | Email-first. WhatsApp bolt-on feels foreign. |
| LandinChat | ✓ native | ✓ native | AI + rules | Native + BI | Purpose-built for WhatsApp at scale. |
40 questions about WhatsApp ticketing systems
Everything procurement, ops, IT and support leaders ask before switching.
What is a WhatsApp ticketing system?
A WhatsApp ticketing system turns every inbound WhatsApp conversation into a structured support ticket with an owner, status, priority, SLA timer and complete audit trail. It runs on the official WhatsApp Business Cloud API, so customers keep messaging your normal number while your team gets the operational discipline of a helpdesk.
How is this different from a shared inbox?
A shared inbox shows the same conversations to multiple agents. A ticketing system adds ownership, priority, SLAs, escalation, internal notes, automated routing, reporting and CSAT — the operational backbone needed past ~5 agents or ~50 tickets a day.
How is this different from WhatsApp helpdesk software?
Helpdesk is the umbrella term; the ticketing system is the engine underneath. LandinChat's helpdesk product includes ticketing plus chatbot deflection, analytics, CSAT, knowledge base and integrations. If you only need ticketing, the same engine powers it.
Will customers know they've raised a 'ticket'?
Only if you want them to. By default the customer sees a normal WhatsApp conversation. You can optionally send a confirmation template with a ticket reference, ETA and a way to check status.
Does it work on the official WhatsApp Business API?
Yes. LandinChat is an Official Meta Tech Partner. Every ticket flows through the official WhatsApp Business Cloud API — no unofficial gateways, no risk of ban.
Can multiple agents reply from one WhatsApp number?
Yes — that's the core of it. Unlimited agents, role-based access, conflict-free assignment and full audit. Every action is logged against the agent who took it.
How are tickets auto-assigned?
Rules combine round-robin, skill, language, region, working hours, current load and VIP status. You can stack conditions (e.g. 'Spanish + billing + business hours → senior billing agent, else queue').
What SLA types are supported?
First-response, resolution, escalation, VIP and department-specific SLAs. Each can have a calendar (24×7 or business hours), pause conditions (waiting on customer) and breach actions.
What happens when an SLA is about to breach?
An escalation policy fires — typically warn the owner, then reassign to a lead, then alert a manager. All in-app, on WhatsApp, on Slack or by email.
Can it auto-close stale tickets?
Yes. Define inactivity windows per priority. Auto-close sends a templated check-in, waits for response, then resolves with reason 'auto-closed: no response'.
Does reopening preserve history?
Always. If a customer replies after closure, the same ticket reopens with the original owner, full thread, attachments, notes and SLA history intact.
How does priority assignment work?
Auto-set from rules (VIP tag, refund risk, repeat issue, churn score, keyword) or set manually. Priority drives SLA, queue order and escalation policy.
Can I have multiple WhatsApp numbers in one account?
Yes — sub-brands, regions, products or languages can each have their own number, agents, templates and SLAs, while sharing CRM and analytics.
Does it support tags, categories and reasons?
Yes. Tags can be free-form or controlled vocabulary, set manually or by AI. They power routing, reporting and downstream workflows.
Can I add internal notes invisible to the customer?
Yes. @mention teammates, attach files, paste screenshots. Notes never reach the customer and are searchable across tickets.
Does it integrate with my CRM?
Native integrations with HubSpot, Zoho and Salesforce; bi-directional sync of contacts, deals and tickets. Anything else via Zapier, Make or our REST API.
Does it integrate with Shopify and WooCommerce?
Yes. Each ticket shows the customer's orders, status and LTV. Refunds, cancellations and re-shipments can fire from inside the ticket.
Can a chatbot handle tickets before they reach agents?
Yes. No-code flows + AI replies can resolve 40–70% of tickets (order status, password resets, opening hours, FAQs) and only escalate the rest.
How does the bot know when to hand off?
Confidence thresholds, intent triggers, sentiment ('angry'), keyword ('manager'), explicit user request, or after N failed turns. Handoff carries full context to the agent.
Can supervisors monitor live conversations?
Yes. Live queue, agent screens, breach risk and whisper-mode (notes visible only to the agent) — all without interrupting the chat.
What CSAT / NPS does it support?
One-tap WhatsApp surveys after resolution. CSAT, CES and NPS, with per-agent, per-team and per-issue reporting.
Can I see how each agent is performing?
Yes. Tickets handled, AHT, FCR, CSAT, SLA breach rate, idle time and quality scores per agent — exportable, schedulable, BI-ready.
Is there a mobile app for agents on the go?
Yes. Native iOS and Android apps with push, voice notes, attachments and offline draft.
How long does setup take?
Most teams go live in under a week: 5 min to sign up, 1–2 days for Meta number verification, 24–48 hr for template approval, and a final day to load rules and train agents.
Do I need to leave my current helpdesk?
No. Run LandinChat for WhatsApp only and keep Zendesk/Freshdesk for email if you wish — we'll sync tickets both ways.
Can I import historical tickets?
Yes — CSV or API. Historical context helps the bot and routing rules learn faster.
Does it support multiple languages?
Yes. UI in 30+ languages, AI replies in 100+, routing by detected customer language and per-language templates.
Is conversation data encrypted?
Yes — TLS in transit, AES-256 at rest. Role-based access, IP allow-listing and full SSO/SAML for enterprise plans.
Is it GDPR / HIPAA / DPDP compliant?
GDPR and DPDP-ready out of the box; DPA on request. For regulated health data we offer BAA-ready deployments with PHI redaction and consent capture.
What does WhatsApp pricing look like?
Meta charges per 24-hour conversation by category (Marketing, Utility, Authentication, Service). Service messages — most support — are free inside the 24-hour service window. LandinChat passes Meta's rates at cost and adds a transparent platform fee. See the pricing page for current tiers.
Does LandinChat charge per agent?
No per-seat fees on standard plans. Add as many agents, managers or viewers as the team needs.
Can I run it on my own existing WhatsApp number?
Yes — we migrate the number from your phone (or another BSP) to the Cloud API. The number stays the same; only the back-end changes.
Can I send proactive outbound tickets too?
Yes. Approved templates fire from bulk campaigns, CRM triggers, e-commerce events or APIs — each creating a ticket so replies are tracked.
Does it support voice notes, images and documents?
All WhatsApp media types — voice, image, video, PDF, location, contacts, stickers — with transcription on voice notes and OCR on images.
Can customers reopen a ticket themselves?
Yes — they just reply on WhatsApp. The system reopens the same ticket and routes back to the original owner when possible.
What integrations are available?
Shopify, WooCommerce, HubSpot, Zoho, Salesforce, Razorpay, Stripe, Shiprocket, Google Sheets, Zapier, Make, Slack, plus a REST API and webhooks for anything else.
Can I A/B test response templates?
Yes — split traffic across templates, measure CSAT and resolution time, then auto-promote the winner.
Does it work with Click-to-WhatsApp Ads?
Yes — Meta CTWA replies create attributed tickets with the source ad/campaign so support and marketing share one source of truth.
Can I white-label this for my clients (agency use)?
Yes. Custom domain, branding, separate workspaces per client and reseller-friendly billing. Built for agencies.
What's the fastest way to evaluate it for our team?
Pick the closest tier on the pricing page, connect your number, import 100 tickets and run a real shift. Most teams know within 48 hours.
Give your support team complete control over every customer request.
Ticketing, ownership, SLAs, automation and analytics — on the channel your customers actually use.
Start replying to customers in seconds
— set up by tomorrow.
Join 500+ businesses worldwide using LandinChat to reply faster, sell more, and never miss a customer on WhatsApp.