A WhatsApp message at 9pm still gets an owner
Most licensing enquiries in the UAE start on WhatsApp. They arrive on one person's phone, get half-answered, and disappear. This module turns each one into a tracked lead with a name against it.
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.
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.