Nexus ERP · User Guide

Service Desk & WhatsApp

A full service desk: cases with queues, assignment, comments and dashboards; a public portal for logging and tracking; and a WhatsApp channel where a bot takes messages in, opens cases, and agents reply from the desk — with delivery ticks on every outbound message.

Service desk agentsAdministratorsThe public (portal & WhatsApp)

Demo sign-ins: demo.staff, demo.admin — shared password Demo@2026

How it flows

A WhatsApp message becomes a case

Public / customerPerson messages the business number
→
System / automaticWebhook verifies & logs itSignature-checked, deduplicated
→
System / automaticBot walks the intakeButtons or typed replies
→
System / automaticCase opened with a referenceSLA clock starts
→
Staff / SETAAgent replies from the deskTicks: sent, delivered, read
Staff / SETAPublic / customerSystem / automatic

A portal case

Public / customerLogs an issue on the portalOr browses the knowledge base
→
Staff / SETACase triaged & assignedQueues and dashboards
→
Staff / SETAWorked and resolvedComments visible on tracking
→
Public / customerTracks, reopens or ratesBy reference
Staff / SETAPublic / customer

1. WhatsApp Case Intake Process

From a stranger’s message to a measured resolution, every hop recorded.

1
A person messages the business number. The delivery arrives on the signature-checked webhook — anything unsigned is refused — and the intake bot walks them through what they need. Every conversation sits on the board with its step and status. WhatsApp intake board
↓
2
The conversation becomes a case. When the bot has what it needs, a case opens with a real reference and an SLA clock, alongside cases from email, the portal and social — the channel column says where each came from. Case register with channels and SLA
↓
3
The desk replies from the conversation popup. Open the thread and answer in the reply box — allowed whenever WhatsApp’s 24-hour window is open, whatever the bot flow’s status. Outbound messages earn their ticks: one sent, two delivered, blue read, red failed. Conversation popup with reply box and ticks
↓
4
The dashboard keeps score. Volumes, ageing, SLA position and how cases arrive — the WhatsApp channel measured beside every other. Service desk dashboard

Screen-by-screen

Cases

/ServiceDesk/Cases/Index
  1. Work the list or My Queue.
  2. Open a case for its timeline, comments and assignment.
  3. The dashboard (/ServiceDesk/Cases/Dashboard) shows volumes, ageing and SLA position.
Cases Screenshot

WhatsApp intake

/ServiceDesk/WhatsApp/WhatsAppIntake

Every WhatsApp conversation: who wrote, what the bot did, which case was opened, and the full thread.

  1. Open a conversation to read the thread — media and voice notes are filed on the case.
  2. Type in the reply box to answer on WhatsApp; outbound messages show ticks (one sent, two delivered, blue read, red failed).
  3. Close conversations past the reply window from the header button.
Note. WhatsApp only allows free-form replies within 24 hours of the person's last message. Outside the window the reply box explains itself and stays hidden.
WhatsApp intake Screenshot

Public portal

/ServiceDesk/Portal/Index
  1. The public logs issues, tracks by reference, comments, reopens and rates.
  2. The knowledge base answers common questions before a case is needed.
Public portal

Setup

/ServiceDesk/Setup/Index
  1. Categories, SLAs and channel settings.
  2. The WhatsApp webhook URL for the Twilio/Meta console is shown on the intake screen.
Setup

FAQ & troubleshooting

Why did my reply not send?

If the conversation is older than 24 hours, WhatsApp refuses free-form messages — the desk tells you before you type. Otherwise check the delivery tick: red means the provider reported a failure, with the error stored on the message.

A voice note came in — where is it?

Attached to the case, marked as awaiting transcription. Nothing pretends to have understood audio.