A complaint and service-request system that runs inside WhatsApp

Intake over WhatsApp, including voice, photo, video and location

A citizen or customer starts a WhatsApp conversation with the organisation’s business number and describes the problem. The system accepts the formats people actually use to report things:

• Voice notes — for people who would rather speak than type, and for reports made while standing in front of the problem.
• Photographs and video — visual evidence attached to the case from the start, so a field team knows what it is going to.
• Shared locations — the WhatsApp location attachment, which places the report on the map without the person having to describe where they are.
• Text — free text and structured replies within a guided conversation.

Everything submitted about one issue is held together as a single case record, so nothing arrives as a loose attachment with no context.

Multilingual conversational workflows

Conversations are built as guided workflows and run in Gujarati, Hindi and English. The person reporting an issue chooses the language and completes the report in it — there is no app to download, no account to create and no web form to fill in.

Working in the language the public actually speaks matters operationally, not just presentationally: it changes who is able to report a problem at all, and it reduces the number of reports that arrive too vague to act on.

Automatic classification and routing

Each incoming request is classified by the type of problem it describes and by where it is, then routed to the department that owns that category of work and to the field officer accountable for that area.

Routing rules follow the organisation’s own structure — its departments, its areas of responsibility and its escalation ladder — rather than a fixed model imposed by the software. Where a request cannot be classified with confidence, it is sent for human triage instead of being guessed at.

Operations dashboards with live status, SLA tracking and audited records

Supervisors and administrators work from a dashboard rather than from the messaging thread. It shows:

• Live status for every open case — what stage it is at, who holds it and how long it has been there.
• Service-level tracking against the response and resolution targets the organisation has defined, with cases approaching or past target surfaced rather than buried.
• An audited record of each case: what was reported, what was decided, who acted, what evidence was attached at closure and when each step happened.

The audit record is what makes the system usable for review and accountability after the fact, not only for dispatch on the day.

Geospatial ward and zone mapping

Cases are placed on the geography the organisation actually administers: wards, zones and the boundaries defined for municipal service delivery. A shared location or a described location resolves to the ward and zone that owns it.

Because assignment, escalation and review all happen on the same geography the organisation already uses for its own operations, workload and performance can be read by area without a separate reconciliation exercise.

WhatsApp Business Platform integration and template management

Scafell Tech Private Limited operates as a technology provider that integrates the WhatsApp Business Platform on behalf of client organisations, and manages messaging infrastructure and message templates for them. In practice that means we:

• Configure and operate the client’s WhatsApp Business Platform integration, including business phone numbers, webhook endpoints and message send and receive handling.
• Create and submit message templates on the client’s behalf, and maintain them — language variants, versions, category changes and replacements when a template is rejected or paused.
• Run the messaging infrastructure behind the channel: queuing, delivery and read status handling, retries, rate limiting and monitoring.
• Maintain the conversational workflows, routing logic, dashboards and any integrations with the client’s existing systems.
• Process personal data only on the client organisation’s documented instructions, as its data processor.

The client organisation holds its own WhatsApp Business Account and remains the controlling party for the data collected through it.

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