Frequently Asked Questions.

360connect is a WhatsApp-first Business Operations Platform that we configure around your approved workflow. It connects customer conversations with ownership, Contacts, Sales or Service Pipeline, Booking, Smart Forms, Orders, Controlled Campaign Delivery, Dashboard and external systems, so each message can move toward a visible next action and outcome.

The standard app is built for individual or lightweight use. 360connect is built for team collaboration and business process management. It lets you turn chats into customer profiles, follow-up workflows, scheduled bookings, form submissions, order processing, and daily operational dashboards.

It is ideal for teams that need multiple people replying to WhatsApp, sales teams relying on inquiries and follow-ups, service businesses needing scheduling/bookings, companies collecting data via forms, operations requiring payment verification, and anyone looking to turn WhatsApp into a structured business system.

No, it is not just a CRM. More accurately, it is a Business Ops layer with WhatsApp at its core. It encompasses the roles of a CRM, Team Inbox, Booking Engine, Form Builder, Order Manager, Campaign Launcher, and Executive Dashboard all in one.

Because the value is not simply another tool. We identify the broken process, define its owners, stages, handovers and checkpoints, then configure the relevant 360connect capabilities around it. Your team receives one approved operating workflow instead of more disconnected software to assemble.

Yes. One of the core capabilities of 360connect is turning a single WhatsApp number into a Shared Team Workspace. Your team members can view conversations, collaborate, and execute follow-up actions within the same system simultaneously.

Yes. The system brings both 1-on-1 direct messages and Group Chats into the same collaborative space, so your team doesn't have to handle VIP client groups outside the platform.

Besides viewing chats, you can perform multiple operations natively: Search conversations, Mark as unread, Pin/Star important messages, Edit/Delete messages, Trigger Bot flows manually, Create bookings, Access customer profiles, and link to subsequent business processes.

Because its goal isn't just "replying." It turns the chat into the start of a business workflow. In 360connect, a conversation seamlessly extends into customer tags, follow-up statuses, bookings, form data, orders, and operational insights.

No. The Contacts module functions as a Contact Intelligence & CRM layer. Instead of just storing numbers, it structures WhatsApp contacts into an actionable, filterable, and segmentable customer database.

Yes. Using the Field Library, you can create custom fields that fit your exact business needs, such as Booking Preferences, Store Location, Membership Tier, Source Channel, Customer Type, or Internal Notes.

Yes. 360connect supports CSV imports. Imported records can be organised with tags, fields, filters and import batches. Importing a contact does not automatically make that person appropriate for an outbound campaign; audience suitability, consent and the approved delivery policy remain the business user's responsibility.

You can filter by multiple conditions: Tags, Origin Source (e.g., Inbox, Form, Shop, Booking), Active Status (24h window), Custom Fields, Date Fields, and Import Batches. This makes your contact list campaign-ready.

The Pipeline structures WhatsApp inquiries into clear sales or service stages. It provides absolute visibility over who needs follow-up, which deals are stagnating, which cases have SLA risks, and exactly which deals are won, lost, or resolved.

No. It supports a Dual-Track architecture: both Sales (for conversions) and Service/Support (for ticket resolution) workflows. It's perfect for teams managing pre-sales and post-sales simultaneously.

Because most businesses don't suffer from a lack of inquiries; they suffer from inconsistent follow-ups, forgotten leads, and unknown loss reasons. The Pipeline turns casual chatting into disciplined, rhythmic follow-up.

Yes. The system includes a full Booking / Smart Schedule engine capable of handling single bookings, group bookings, time-slot management, pending approvals, attendance tracking, and no-show management.

Yes. The system supports 2-way Google Calendar synchronization, ensuring your external schedules and WhatsApp bookings stay perfectly aligned.

It operates as a complete Booking Operations suite. It handles Approvals, Automated Reminders, Attendance Status tracking, No-Show penalty management, and in-depth Booking Analysis (tracking conversion values and loss).

Smart Schedule is deeply integrated into your WhatsApp workflow. Instead of acting as an isolated link, it connects directly with Smart Forms, Customer CRM Profiles, your Inbox, the Dashboard, and Booking Intelligence reporting.

Smart Forms structure your WhatsApp data collection. They are perfect for Pre-booking questionnaires, Lead qualification, Event registrations, Job applications, Membership sign-ups, and Custom service requests.

Yes. Form submission data can automatically populate the customer's custom fields, ensuring all gathered intelligence drops directly into your CRM layer seamlessly.

Yes. This is a powerful feature: Form-to-Booking integration reduces manual admin work by seamlessly moving a qualified lead straight into your scheduling flow.

The Flash Store is a lightweight WhatsApp ordering and checkout engine. It is built for businesses that don't need a massive e-commerce site, but still want a structured way to take orders directly inside WhatsApp.

Yes. The system handles end-to-end Order Operations. Customers can upload payment receipts via WhatsApp, and admins can Approve, Soft Reject (retry), or Hard Reject (cancel) the order, followed by automated shipping notifications and retention follow-ups.

Yes. You can build an audience from approved Tags, Groups, fields or workflow records, review a reusable message, schedule delivery and track its status. Outbound campaigns then move through Controlled Campaign Delivery rather than being released as an unrestricted bulk send.

No. It is an execution layer for approved outbound communication and ongoing workflow follow-up. Campaigns use reviewed audiences and messages, while configured sending windows, a visible daily allowance, paced queues and delivery-status tracking govern how scheduled messages are released.

It is the delivery-control layer used for scheduled outbound messages. Instead of releasing every selected message immediately, 360connect applies the configured operating window, daily allowance and queue pace, while showing sent, pending and failed delivery states. Limits can vary by connection condition and approved operating policy.

No software can guarantee immunity from WhatsApp or provider restrictions. The controls support more responsible pacing and clearer operational visibility, but audience quality, consent, message relevance, complaint behaviour, account condition and platform policies still matter. Imported or cold contacts should not be treated as automatically safe to message.

It goes far beyond basic auto-replies. It supports Multiple Bot Profiles, Welcome/Fallback logic, Inactivity Follow-ups (anti-ghosting), specific Audience Targeting, Multi-step replies, Interactive Polls/Media, and CSV rule importing.

You can map campaigns to specific Date Fields in your CRM. This allows you to trigger automated WhatsApp messages for events like Birthdays, Renewal Reminders, Post-Appointment care, and cyclical customer nurturing seamlessly.

It is not just a screen of static numbers; it is an active Command Center. It structures your day by rhythm: Morning Triage (clearing red alerts), Afternoon Focus (pushing deals), Today's Ops (handling active forms/orders), and Evening Review (performance recap).

The Dashboard tells your operational team what needs immediate action today. The Insights / Reports module exists to tell management why things are happening, where bottlenecks exist, and what the overall historical performance looks like.

Our Intelligence Layer covers 4 key areas: Bot Intelligence (workload & intent), Pipeline Health (velocity & win rates), Ops Summary, Booking Intelligence, and comprehensive historical reporting.

Yes. The Booking Analysis dives deep into Show Rates, No-Show Hotspots, Booking-to-Won Conversion Rates, Profile Performance, and estimates your Lost Revenue due to absenteeism.

Yes. You can filter and export unrestricted records for Audits, internal reviews, and offline safekeeping—including Chat Histories, Bot Logs, Resolution Histories, and Campaign delivery stats.

It strengthens your existing automation with controlled AI support. It can understand differently worded enquiries, match approved workflow rules, answer from uploaded Knowledge, reply in the customer's language, prepare Inbox Smart Suggest drafts for staff, and identify improvement opportunities from Bot Profiles and recent conversations. Preset workflows remain authoritative, and uncertain answers can be referred to a human.

For WhatsApp Auto Reply, one inbound customer message is grouped into one AI Processing Credit Journey. Approved Semantic and Knowledge stages may both run internally, but the customer is charged at most one Processing Credit for that message. Exact Rules and fixed Workflows can use zero AI credits. Separate staff-requested tools such as Inbox Smart Suggest or improvement analysis count as their own processes.

Advance includes up to 5,000 AI Processing Credits per month. Pro includes up to 10,000 AI Processing Credits per month. Usage is shared across AI Auto Reply, semantic routing, approved Knowledge answers, Inbox Smart Suggest and AI improvement analysis within the workspace. Monthly credits reset with the new usage month and are not carried forward.

360connect reviews Bot Profiles and recent Auto Reply and Inbox evidence, then prepares three types of Candidate: Rule Opportunity when an existing reply or Workflow should recognise another customer phrase; Knowledge Gap when approved information is missing for Auto Reply or Inbox Smart Suggest; and Human Only when the topic should remain with staff or route Auto Reply to a verified handover Rule.

No. Every suggestion starts as a review-only Candidate. An authorised user must inspect the evidence, mark it Ready, choose the correct existing Semantic or Human Handover Rule or Knowledge Set, and confirm the final content. Applying a Candidate does not immediately send WhatsApp or execute a Workflow.

Importing Keyword Rules does not use AI credits. Uploading a Knowledge file and preparing its search index also does not use AI Processing Credits in 360connect. Provider storage or search infrastructure may still create a small platform-level cost, while credits are used when the AI reads, evaluates or drafts a reply from that Knowledge.

It is designed for growing SMEs, multi-agent teams, businesses handling recurring enquiries, bookings, orders or service cases, and organisations that want to replace manual WhatsApp coordination with a clearer operating workflow. The suitable plan and starting workflow are confirmed after reviewing the actual process.

Highly interactive industries thrive here. This includes Medical/Aesthetic Clinics (bookings), Education/Training (forms & follow-ups), Retail/F&B (ordering & customer care), and B2B Consultancies (managing complex sales pipelines and internal collaboration).

You do not need to learn or activate every feature. We review the process you want to improve, then configure only the relevant Inbox, Contact, Pipeline, Form, Booking, Campaign, AI and integration capabilities around the approved workflow. Your team learns the operating steps it will actually use.

No. We normally begin with one high-value workflow, often built on Inbox, Contacts and Pipeline, then add Forms, Booking, Orders, Controlled Campaign Delivery or integrations only when the approved process needs them. Expansion should follow operating evidence rather than feature count.