Serve in the chat — Octwin · Octwin Platform

Octwin by Cequens · Playbook

Support that never restarts the conversation.

When the bot cannot finish the job, a person picks it up — with the whole thread, the customer's record and the right queue already attached. The customer never notices a handover, because there isn't one.

The chat widget handling a damaged order: the complaint typed, the issue chosen, a replacement picked, then a case reference returned. — A case raised and resolved · captured from the shipped widget

The problem

"Let me transfer you" is where satisfaction goes to die.

For the customerTell it againThe new person starts from nothing, so the customer re-explains from the beginning.

For the agentWork with no contextA ticket with a one-line summary, and the real conversation somewhere else.

For the managerNo idea what is queuedVolume, ageing and who is overloaded are all guesses.

The design choice

The agent stays the only voice the customer hears.

Your team works the case from the console. What they decide goes back to the customer through the same agent, in the same thread, in the same voice.

A case

Escalation opens a record, not a mystery.

New

The customer sees nothing change — the agent is still the only voice in the thread.

The record holds the whole conversation, the customer’s record, a type and a queue.

Assigned

The customer sees nothing change. Routing is internal by construction.

The record holds an owner, and an SLA clock that started when the case opened.

Waiting on customer

The customer sees a question, asked by the agent in the same voice as everything before it.

The record holds the SLA paused, and the internal note your agent wrote but never sent.

Resolved

The customer sees the answer — still from the agent, still in the same thread.

The record holds a disposition, so you can count why cases happen, not just how many.

The work inbox

Any record can become work.

Cases are the obvious one, but the same inbox handles anything your business reviews by hand — an application to approve, a refund to authorise, a listing to verify.

A work inbox: refund approvals queued, each with an assignee, an SLA bar and a claim action; two items are unassigned. — Work inbox · queues, assignees, SLA

Access control

A grant answers three questions.

The eight verbs are fixed, which is what lets the console, the audit trail and your compliance reviewer read a grant the same way.

The defaults

Nobody gets work access by being added to the workspace.

Deny firstNo role, no accessA new member with no assignment sees no queues and no work. Access is granted, never inherited.

Read onlyAuditors touch nothingA viewer gets the same grants with every verb but view masked.

Bound lateOne role, many queuesWhich queues a person covers is set when the role is assigned — so a single "regional agent" role serves every region.

Seeing it

Where people drop out — and whether the message even arrived.

The delivery view reconciles the actual last send error against WhatsApp's own optimistic health reading — so "the number is fine" and "messages are bouncing" cannot both be on screen at once.

The demo worth asking for: push a conversation into a case, work it from the console as an agent, and see the reply arrive in the customer's thread in the bot's voice.

One boundary. Everything here runs inside a conversation the customer started. If a case is resolved days later and needs a proactive WhatsApp message, that is business-initiated messaging — it needs an approved template, and that path is still landing.

OCTWIN BY CEQUENS · Service & operations