WhatsApp lead management for business setup companies
A WhatsApp message at 9pm still gets an owner
toDubai turns each WhatsApp message into a tracked lead and hands it to an agent who is actually online, and web, phone and email enquiries land in the same queue. Supervisors watch the whole thing on a live wallboard that flags the leads about to go cold.
Your best channel is also your leakiest
WhatsApp is where the enquiries are, and it is the one place with no queue, no ownership and no record.
- A lead sits unanswered because the agent who saw it assumed someone else had it.
- Two agents reply to the same person with two different prices.
- Nobody can say how many enquiries came in last month, or from where.
- The busiest agent gets more leads because they answer fastest, then drops them.
The wallboard a supervisor keeps open all day: agent presence, queue, and the two leads about to breach.
Five channels, one queue
However someone reaches you, they end up in the same list, categorised the same way, with the same clock running.
WhatsApp, natively
Connected through the Xafora Business API. An incoming message creates the lead and opens a chat inbox thread your team replies from inside the platform, so the conversation stays attached to the record.
Web, phone, email, social
Website forms post straight in over a webhook. Calls and walk-ins get logged by the agent. Source is recorded on every lead, so you can finally compare where your money is going against where your business is coming from.
Categorised properly
Three levels of categorisation plus priority, so a mainland renewal enquiry and a full free-zone setup don't sit in the same undifferentiated pile.
Assigned to someone who is actually at their desk
Agents set their state to Online, Break, Meeting or Offline, and the router only considers the ones who are available. Among those, the lead goes to whoever is carrying the least.
- Presence-gated: nobody gets a lead while they are in a meeting or on break.
- Round-robin to the least-loaded eligible agent, so the queue distributes evenly.
- Aware of UAE business hours rather than assuming a Monday-to-Friday week elsewhere.
- The assigned agent gets an instant Telegram alert, so they know before the client follows up.
From new to won, without anything going quiet
Leads move from new, to in progress, to resolved, and anything untouched auto-closes after five days rather than rotting in the list forever.
- Supervisors watch queue depth and SLA risk on a live board.
- Agent presence and time analytics show who was online, when and for how long.
- One click converts a won lead into a license application, carrying the details across.
- Nothing is deleted. The full history stays attached for reporting.
What the alerts actually are
Assignment alerts go to your staff on Telegram, and notifications to clients go by email or appear in their app. There is no SMS provider and no mobile push, so don't plan a process around a text message arriving.
What people ask before the call
Which channels end up in the queue?
WhatsApp, web forms, phone, email and social media, all in one list. WhatsApp messages arrive on their own through the WhatsApp Business API (we use Xafora), and website forms post straight in through the inbound lead webhook.
How does it decide who gets a lead?
It goes to the least-loaded agent who is marked Online, during UAE business hours. Agents on Break, in a Meeting or Offline are skipped, so a lead never lands with someone who has gone home.
How do agents know they have a new lead?
A Telegram alert the moment it is assigned to them. There is no SMS and no mobile push notification.
Do we have to retype a lead when it becomes a client?
No. A won lead converts into a license application in one click, and everything already captured carries across.
Can a supervisor see what is happening right now?
Yes. The wallboard shows the queue, who is online, on break or in a meeting, and which leads are close to breaching their response time.
A WhatsApp message, assigned before you finish reading it
That is the whole module in one sentence. Get in touch and we'll show you it happening on a live board.