Every chat becomes a ticket your team can finish.
Messages from WhatsApp, Instagram, web chat and email open tickets on their own, with a priority, an owner and a deadline. Your team works them from one inbox, with notes, macros and the full story.
Running customer conversations for WhatsApp-first businesses
The customer just chats. The ticket writes itself.
A new message opens a ticket, sets its priority and category from what the customer said, and goes to the least busy person who’s available. Later messages join the same ticket.
- TICKET · OPEN#4821 created from the chatChannel WhatsApp · linked to Wanjiru’s contact
- TRIAGEPriority Urgent · category OutageSet on arrival from the words in the message
- HANDOFFHanded off by AI: needs a technicianSummary and mood written for the person who picks it up
- ASSIGNEDMercy A. · TechnicalLeast busy person who’s available, 4 of 8 open
- FIRST REPLYReplied in 3 minFirst-reply target met
Sorted by what’s due, not by what arrived last.
Every row shows its next deadline in words. Pick a view, tick a few tickets and act on them together, or switch to the board.
| Select | Ticket | Customer | Status | Next deadline | Owner | Updated |
|---|---|---|---|---|---|---|
| Internet down since morning, router shows red LOS light#4821 · WhatsApp · I’ve restarted it twice already, still nothingBrian is viewing | Wanjiru KamauHome 20 Mbps · Kilimani | Open | Overdue 22 minNext reply | Mercy A. | 2 min | |
| Paid via M-Pesa but account still suspended#4819 · WhatsApp · Code RJK4…, paid 2,500 at 9:14 | Otieno JumaBusiness 50 Mbps | Open | Reply in 14 minFirst reply | Mercy A. | 6 min | |
| Reschedule installation to Saturday#4816 · Instagram · Can the technician come after 10am? | Achieng OdhiamboNew customer | In Progress | Reply in 1 h 10 minNext reply | Mercy A. | 18 min | |
| Invoice shows the wrong company name#4812 · Email · Please change it to Lakeside Traders Ltd | Lakeside TradersBusiness · 3 contacts | Pending | PausedWaiting on customer | Mercy A. | 1 h |
A square shows priority and the deadline is written out, so colour is never the only signal. Save any filter as a view of your own or share it with the team.
The whole story, on one screen.
The chat, your team’s notes, every change and who touched it, plus the deal, orders and appointments for this customer. Click through the tabs.
Wanjiru has had no internet since about 07:30. The router shows a red LOS light; two restarts didn’t help. Mood: frustrated.Hello?? I work from home, I need this fixed todayHi Wanjiru, Mercy here. We’ve found a fibre fault in Kilimani and a team is on site. We expect you back online by about 13:00.WhatsApp ReplyInternal noteReply to Wanjiru…
One click replies and updates the ticket.
A macro writes the reply and sets the status, priority, category, issue type or resolution, marks the ticket as waiting on the customer, or assigns it. Share it with the team or keep it personal.
New tickets only go to people who can take them.
Auto-assignment skips anyone who isn’t available, isn’t online or is at their cap. Brian is full, so the next technical ticket goes to Mercy.
Ticket & inbox questions.
What support teams ask before they move their queue into Nautix.
Ask ACT, running on this site, or bring your busiest week to a 20-minute Workflow Review.
A new message from a customer opens a ticket, and later messages in the same conversation join it, so one problem stays one ticket. Your team can also open, merge or split tickets by hand.
Any conversation in your Nautix inbox: WhatsApp, Instagram, Messenger, web chat, email and SMS. The ticket keeps the channel, so you reply where the customer wrote.
Yes. Statuses, which status can follow which, priorities, categories, issue types and resolution codes are all set in Support Setup for your business. You can also require a resolution note before a ticket is closed.
The inbox and the ticket show who else has it open, for example “Brian is viewing”. Internal notes sit in the ticket where only your team sees them, and @mentions land in that person’s Mentions view.
No. A macro writes the reply and can also change the status, priority, category, issue type or resolution, mark the ticket as waiting on the customer, or assign it. Macros can be shared with the team or kept personal.
Run support where customers already are.
Tell us how your team handles requests today. We’ll set up the statuses, queues, macros and targets to match.