WhatsApp support operations console with AI analysis.
Call logs, chat records, AI FAQ and ticket analysis, email classification, agent performance and scheduled backups - on your own server.
What it does
CITSChat is the operations console for a WhatsApp support channel. Every call and every message is recorded against the number it came from, the person who handled it and the company it belongs to, so a conversation that happened in a chat window becomes a record your business can report on.
On top of that record sit the analysis tools: the assistant reads the conversations, proposes FAQ entries and product tags, drafts ticket answers, resolves unknown numbers against your debtor master, and sorts incoming mail into the right company's file. A person reviews and confirms - the console never invents an answer your team has not seen.
Marketing copy aside, the practical value is threefold. First, nothing is lost: calls and chats are stored with their media and are searchable. Second, the repetitive part of support - the same twenty questions - is answered from a knowledge base that the product keeps up to date. Third, you can see how the team is doing: who answered, how fast, and which products generate the most contact.
It runs on your own server. The application, its database, the media and the mail it reads stay on your premises; the only thing that leaves is the usage information the AI provider needs to answer a question, under keys you hold.
Capability groups
Everything on your own server
Installs as a web application on your Windows server with XAMPP or Apache and MySQL. Chat content, media, mail and reports stay on your premises.
AI that maintains the knowledge
Asked-and-answered pairs become FAQ entries with a verification state; products and categories are tagged; ticket replies are drafted for an agent to approve.
Mail, read-only
Connect an IMAP mailbox or Microsoft 365 with an application registration. Messages and attachments are read, classified and matched to the right company - the product has no send path.
Reporting that means something
Agent attribution, first-response and service-time measures, product tagging, plus cost reporting for the AI usage itself.
How the assistant fits in
WhatsApp channel ──▶ automation host ──▶ CITSChat (your server)
calls, chats (token) records, knowledge, cases
│
analysis requests
▼
AI provider (your key)
│
FAQ entries · product tags · ticket drafts
contact enrichment · mail classification
│
▼
a person reviews and confirms
Technical specification
| Platform | PHP 8.1 or newer with MySQL/MariaDB on your Windows server (XAMPP or Apache), installed as a web application folder. HTTPS enforced by the shipped rules. |
|---|---|
| Storage | Your database for records, knowledge and operations; uploaded media on disk beside the application. |
| Sign-in | Individual accounts with roles (administrator and user), per-page permissions, forced password change on first use, rate-limited sign-in and an audit trail. |
| Secrets | Provider credentials and mailbox passwords are encrypted at rest with a key held outside the web root; a machine token lives in a file outside the web root as well. |
| Read-only IMAP or Microsoft Graph. There is no send path in the product. | |
| Automation host | Any runtime that can call the token-protected endpoints - typically the same assistant that serves the WhatsApp channel. The console tells it which behaviours are enabled (call logging, chat logging, auto-reply, allowed numbers, AI provider and model). |
| Backups | A scheduled job takes the database, the application and the assistant's state and copies them to a network share, with retention. |
| Upgrades | Administrator-uploaded packages are validated (size, entry count, file types, safe paths), staged, then applied with a database snapshot and a code manifest; a rollback is available. |
What the console holds
| Area | Contents |
|---|---|
| Messaging | Call events and chat messages, with media references and the raw payload kept for audit |
| Contacts & companies | The address book, company links, matching rules, and the debtor master imported from your accounts |
| Knowledge | Products and categories, the FAQ knowledge base with verification state, and the source documents the assistant answers from |
| Cases | Tickets and cases with their AI drafts, plus Q&A pairing used by analytics and agent reports |
| Accounts, synchronised messages, AI classification and company resolution | |
| Operations | Agents, users and roles, token usage and cost, backups, upgrade history, release and developer notes |
Add-on modules
| Add-on | Price | What it adds |
|---|---|---|
| AI Claim add-on | RM 900 / year | Assisted claim preparation from chat evidence and receipts. |
| Onsite Record add-on | RM 900 / year | Structured on-site visit records linked to the customer and the ticket. |
| PandaBee module | included when licensed | Contact and company import from the PandaBee portal, with a name-review queue and alias rules. |
| WhatsApp numbers quantity | 1 - 50 | How many WhatsApp numbers this installation may serve; the licence carries the number and the product enforces it. |
Add-ons are switched on per licence by the vendor and take effect at the next check-in. The product shows nothing for an add-on that has not been granted.
Prerequisites
| Server | Windows with XAMPP (or Apache + PHP 8.1+ + MySQL/MariaDB). |
|---|---|
| Extensions | pdo_mysql, curl, mbstring, openssl, json, zip, with mod_rewrite. |
| Certificate | An HTTPS certificate for the console's host name. |
| Disk | About 10 GB to start; grows with chat media and backups. |
| Network | Outbound to your AI provider and to the licence service; inbound only for your own staff. |
Questions we are asked
Whose server does it run on?
Yours. The console, its database, the media and the mail it reads stay on your premises - that is the point of running it locally rather than subscribing to a shared cloud inbox.
Does the AI see our customers' messages?
The analysis runs under your own provider key, and the console records what was sent and what it cost. You decide which conversations are in scope and which numbers are excluded.
Do our staff need new accounts?
They get console accounts with roles and per-page permissions. The WhatsApp channel itself is serviced by your automation host; agents review and correct what it proposes.
What happens when the licence expires?
The console drops to sign-in only and keeps all of your data. Renewing restores everything at the next check-in; nothing is deleted for being unlicensed.
Can we see how much the AI costs?
Yes - token usage and cost are recorded per run and shown in the console, with budget alerts configured in the settings.
How is it installed?
An engineer sets up the web server and database, connects the WhatsApp channel and the mail account, and runs the go-live checks in the one-time installation fee.