Octwin by Cequens
Your customers are already in a chat window. Finish the job there.
Not a bot that answers questions and hands off. One agent that carries a customer from first hello to a paid order, a booked appointment or a resolved case — on WhatsApp and on the web, in the same conversation.
The problem
Answering the question is the easy half.
Every chatbot can reply. The work is everything after the reply — and it is where most deployments stall.
Stalls at"Let me transfer you"The customer repeats the whole story to a human who starts from nothing.
Stalls at"Visit our website to order"The thread ends, the browser opens, the basket is abandoned.
Stalls at"Please start again"A half-finished booking that cannot resume loses the customer at the last step.
How a turn runs
Two lanes for every message — one smart, one instant.
Most turns in a guided conversation are taps — which is what keeps a high-volume deployment cheap, without giving up free text.
One agent, every channel
Compose the conversation once. The renderer adapts it.
Each channel declares its own limits; the platform clamps, pages and splits to fit them.
| Limit the channel imposes | Web widget | |
|---|---|---|
| Rows in a list | 10 | 10 |
| Reply buttons on a message | 3 | 3 |
| Body text | 1,024 chars | 4,096 chars |
| Button label | 20 chars | 256 chars |
| Native catalog & cart | Yes | Rendered by the widget |
Web deliberately mirrors WhatsApp's numeric caps so a conversation built against one looks right on both.
What you get
The whole journey, not just the chat.
SellCatalog to paymentProducts, cart, order and checkout inside the thread.
ServeCases and queuesEscalation with routing, SLAs and the full history attached.
BookSlots and bookingsResources, availability and confirmed appointments.
KnowRecords and journeyYour own data model, plus where customers actually drop out.
ListenVoice and imageA voice note or a photo is understood, not rejected.
OperateA console for your teamMulti-tenant, per-user sign-in, role-based access, cost in view.
Build or buy
The same six jobs, either way.
| What you need | Do it yourself | On Octwin |
|---|---|---|
| Launch a new bot | Wire channels, storage and routing from scratch | Declare a pack, author flows, provision |
| Add another channel | Re-implement rendering per surface | Compose once; the renderer adapts |
| Keep routine chats cheap | Every reply is a model call | Taps route directly — no model call |
| Hand off to a person | Copy-paste the history, lose the context | A case opens with the full thread and its routing |
| Run several brands | Stand up separate stacks | Isolated workspaces on one platform |
| Prove it is working | Stitch together your own reporting | Journey analytics and per-workspace cost, built in |
Pluggable by design
A new business domain is a new pack, not a new build.
A pack declares one domain — its agent, its conversations, its data model, its roles — in a single manifest. Adding one does not touch the platform underneath.
Trust
A pack ships no executable code. That is enforced, not promised.
A pack is YAML, Markdown, JSON and images — nothing else. Every code
extension, every route file, and every .sql file is rejected by the
validator before a bundle is ever stored.
IsolationOne workspace, one boundaryEvery database call is tied to its tenant and project by the runtime, not by a query someone remembered to filter.
AccessGrants answer three questionsWhat resource, which action, and how far — own, team, queue or everything.
SecretsEncrypted, and fails closedCredentials are encrypted at rest, and in production the platform refuses to store one without a key.
What it takes to go live
Two of the gates are Meta's, and they are the long pole.
Be precise about outbound. Conversations the customer starts are fully supported today, including everything in this deck. Business-initiated messaging outside WhatsApp's 24-hour service window needs an approved template, and that path is still landing — so do not promise scheduled campaigns on WhatsApp yet.
Next
The fastest way to judge this is to talk to one.
A live bot beats a slide. Ask for the demo number, or a walk-through of the console with your own domain sketched into a pack.
SeeA working conversationOn WhatsApp, or in a web widget on your own page.
ReadThe capability guidesEvery module in this deck has a guide that goes a level deeper.
TryYour own workspaceSign up, install a pack, and have a bot answering the same day.
OCTWIN BY CEQUENS · Conversational agents for WhatsApp + web