Provixon Connect · in pilot build
The WhatsApp CRM where every enquiry has an owner, a clock and an outcome.
A shared WhatsApp inbox has no owner, no clock and no memory. Connect turns each enquiry into a case that one named person owns, that a working-hours clock is counting, and that ends in a recorded outcome. Built for service teams that sell over WhatsApp with a human in the loop.
Connect is in pilot build and is not open for self-service signup. The first businesses are set up by hand. No results are claimed on this page because no live pilot has produced any yet.
- Owner
- Priya N. assigned 17:41
- First reply due
- 40 working min left
- Documents
- 1 of 3 received
- Quotation
- Not started
- Outcome
- Open
Illustration with sample data, not a screenshot of a live system.
The problem
A WhatsApp inbox with a team behind it still loses enquiries.
Picture a quote request landing at 17:40 on a Saturday. Four people can see it. Each assumes someone else has it. Nobody replies, the office closes, and by Monday the customer has gone elsewhere. Nobody did anything wrong, and nobody was responsible. That is the gap Connect closes.
No owner
Everyone can see the chat, so no one is accountable for it. The first person free answers, or nobody does.
No clock
There is no deadline that counts working hours, so a slow reply is invisible until the customer has left.
No memory
Who handled what, what was quoted and how it ended lives in scrolled-up chat history and people’s heads.
How a case works
Nine steps, each one recorded as a fact.
A customer messages your WhatsApp number. Connect verifies and stores the message before it does anything else, then creates or updates a case. Every later step hangs off that case.
- STEP 1
Enquiry arrives
A case is created and the first-reply clock starts.
- STEP 2
Assignment
Routed or manager-assigned to a named owner; acknowledge and reply clocks start.
- STEP 3
Acknowledgement
The owner picked it up. This is not the same as contacting the customer.
- STEP 4
First human reply
The customer has actually heard from a person.
- STEP 5
Missing document
Checklist item marked required, received, needs review or missing.
- STEP 6
Quotation
Totals computed in code, versioned, PDF, sent by a human.
- STEP 7
Follow-up
A quiet thread or unanswered quote resurfaces in a queue.
- STEP 8
Approved transfer
Manager approves with a reason; the old owner loses access at once.
- STEP 9
Recorded outcome
Paid, completed or lost, as separate facts. A reason is required on lost.
The clock
A deadline that pauses at closing time, and resumes, not restarts.
Every case runs six clocks, counted in your working hours. Worked example: a business open Monday to Saturday, 09:00 to 18:00, closed Sunday, with a 60-minute first-reply clock. An enquiry arrives Saturday at 17:40.
- Sat 17:40
Enquiry arrives. Clock starts at 60 minutes.
- Sat 18:00
Office closes. 20 minutes used, 40 remain.
- Sunday
Closed. The clock holds at 40 remaining and uses nothing.
- Mon 09:00
Office opens. The clock resumes with 40 minutes left.
- Mon 09:40
Breach, if no human has replied.
| How the clock is counted | Breaches at | What goes wrong |
|---|---|---|
| Ignoring the calendar | Sat 18:40 | Staff are blamed for time when the office was closed. |
| Restarting when the office reopens | Mon 10:00 | The customer’s real wait is quietly extended by 20 minutes. |
| Connect: pause and resume | Mon 09:40 | Fair to the customer and to staff. |
- Acknowledging resets nothing. Picking a case up never extends the reply deadline.
- A transfer does not reset the customer’s wait. The new owner gets fresh reminder clocks; the first-reply clock keeps running.
- A breach is permanent. A late reply closes the wait. It does not erase the record.
All timings are defaults you can edit per business. Editing your hours changes future deadlines only, never one that already exists.
Who sees what
Employees see their own work. Managers see everything.
This is what stops customers and conversations leaking between staff. Access is enforced on the server for every path, including search, exports and file downloads, not only hidden in the screen.
| Role | Can see and do | Cannot |
|---|---|---|
| Employee | Own assigned cases in full. Unassigned queue as a restricted summary. | Other people’s cases, even for the same contact. Team dashboards, settings, audit. |
| Manager | Every case in the business, live. Can reply, take over, assign, approve transfers, set hours and timers. | Another business’s data. Edit the audit log. |
| Provixon operator | System health and queue metrics. | Customer chat content, unless you grant time-limited, recorded access. |
| Customer | Their own WhatsApp conversation. | There is no customer login. |
One deliberate exception: an unassigned enquiry shows every employee a triage summary (service, language, region, how long it has waited, source). It never shows the message, the contact’s name or number, documents or notes. Claiming a case is an assignment and is recorded. A case assigned to someone else is not visible at all.
What Connect refuses to do
Five rules that cannot be switched off.
It never claims a send it cannot prove.
A quotation is “sent, staff reported” until the provider confirms it. Most tools collapse both into one tick.
It never sends a quotation by itself.
Sending is always a human action.
The AI never qualifies, prices or sends.
It ships off. Prices, routing, permissions and time arithmetic stay in code.
No unofficial WhatsApp Web bots.
Connect runs only on the official WhatsApp Cloud API, at any price.
No broadcast blaster, no chatbot builder.
Those pull a product into a price war. Connect is for staffed, quote-based conversations.
A quotation moves through four separate states
generated→sent, staff reported→sent, provider confirmed→accepted
“Staff say they sent it” and “the provider confirms it went” are different facts, and so are “accepted” and “paid”. Totals are computed in code from validated prices and tax rules; if a tax rule has not been set, Connect refuses to raise the quote.
WhatsApp CRM vs shared inbox vs the app
Where an inbox stops and a case desk starts.
Shared-inbox tools are good at putting several people in one chat list. Connect does less of that and more of the accountability part.
| WhatsApp Business app | Typical shared inbox tool | Provixon Connect | |
|---|---|---|---|
| Who owns an enquiry | Whoever answers first | Assignment, usually advisory | One named owner, enforced by access |
| Deadline to reply | None | Basic response-time stats | Six clocks in working hours, permanent breach record |
| What staff can see | Everyone sees every chat | Usually everyone in the inbox | Own cases only; manager sees all |
| Missing documents | Scroll the chat | Usually none | Per-service checklist |
| Quotes | Typed by hand | Usually none, or AI-written | Totals computed in code, versioned, PDF |
| Did the quote actually go? | One tick | One “sent” status | Staff-reported and provider-confirmed kept apart |
| AI | None | Often replies on its own | Suggests only, never prices or sends |
“Typical shared inbox tool” describes the category as we found it reviewing vendor pages in September 2026. Features vary by vendor and plan, so check any tool you are comparing. The Connect column is design intent for the pilot, not a claim about a live customer result.
Who it is for
Fit is the shape of the work, not the industry.
Fits well
- Quote-based or multi-day services: real estate, travel, visa and immigration, education consultancies, legal and corporate services, repairs and home services, B2B distributors, document services
- Appointment-led services with an intake step: clinics, salons and wellness, coaching and training
- 3 to 30 staff sharing one business number
- A manager who wants to see and step into any conversation
Poor fit
- Retail or e-commerce order flow
- High-volume support desks that need macros and bots
- Fully automated, unstaffed replies
- Teams that need many numbers, or channels beyond WhatsApp
You need all of these
- A business-owned WhatsApp number, not an individual’s personal one
- The official WhatsApp Cloud API
- A named manager and a staff roster, so escalation reaches a real person
- Real prices and tax rules, or Connect refuses to raise a quotation
- One number per business
Where Connect stands
In pilot build, and we will tell you exactly what that means.
The backend for the pilot is built and the screens are designed. It has been run against sample businesses and a simulated WhatsApp provider, not yet against real customers. We will not describe anything as live, or quote a result, until a dated pilot has shown it working. Onboarding is by hand: we set up your workspace, team, hours and services, and connect your number.
Connect is built on the official WhatsApp Cloud API. Provixon is registered as a Meta Tech Provider for the WhatsApp Business Platform, which means WhatsApp message fees are billed by Meta to your business directly. Provixon is the agency behind a documented Meta Ads to WhatsApp result for a UAE client; that is paid-media proof, not Connect proof.
Questions
What people ask before they book.
See a case move from enquiry to outcome.
A demo walks one enquiry through the nine steps on sample data. We ask about your team and your number, then tell you honestly whether you fit the pilot.