Answer on WhatsApp first. Never lose the story.
Nautix ACT answers every request, checks the customer’s account and solves what it can. When a person is needed, it hands over with the whole story, and every deadline stays on screen until the customer rates the help.
SUPPORT AGENTYour team may be answering. The customer is still waiting.
Support rarely fails for lack of effort. It fails in the gaps: between channels, between people and between the promise and the deadline.
From first message to solved and rated.
Six steps, one ticket, one timeline. Watch it play out for different businesses, or pick a step.
A message on WhatsApp, Instagram, email or web chat becomes a ticket, and the first-reply timer starts.
Two hundred messages. One incident. One update.
When many customers report the same fault, Nautix spots the pattern and suggests an incident. Link the tickets, and every customer hears the same update on the channel they used.
- Updates go to every linked customer on their own channel
- Solving the incident solves all linked tickets
- ACT answers new reports with the latest status
- 07:30Router alarms on KLM-OLT-02 from the network system
- 07:41First customer message on WhatsApp
- 08:03Triage spots 9 similar reports and suggests an incident
- 09:05INC-12 opened · 14 tickets linked
- 09:12Update 1 sent to 214 customers · help-centre notice posted
- 12:48Fixed · every linked ticket solved, survey sent
Everything for the reply on one screen.
The queue sorted by deadline, the customer’s story and account beside the thread, and replies that keep up. Fast for experts, obvious for someone on their first day.
- Internet down since morningWanjiru K. · WhatsApp · Brian is viewingOverdue 22 min
- Paid via M-Pesa, still suspendedOtieno J. · WhatsAppReply in 14 min
- Reschedule installation to SaturdayAchieng O. · InstagramReply in 1 h 10 min
- Invoice shows the wrong company nameLakeside Traders · EmailPaused · waiting on customer
- Plan
- Home 20 Mbps
- Balance
- Paid to 14 Nov
- Router
- Offline since 07:28 · LOS
Hi Wanjiru, we found a cable fault affecting several homes in Kilimani. A team is fixing it, and we expect you back online by about 13:00.
ACT answers first. Your team owns the outcome.
ACT solves the requests it can and hands over the rest with a note your agent reads in seconds. You decide when it hands over and what it is allowed to do.
No internet since about 07:30; the router shows a red LOS light. ACT walked her through a restart and a cable check, and neither worked. Her account is paid up to 14 Nov.
- 01UnderstandsLarge language models read each message in context: the problem, the urgency and how the customer feels, in English or Kiswahili.
- 02GroundsAnswers come from your help-centre articles and the customer’s account, so ACT cites what it used instead of guessing.
- 03ActsIt runs only the checks and actions you switch on: look up a payment, check a line, open a ticket, book a visit.
- 04ChecksLow confidence, limits and the topics you flag hand over to a person with a summary. Every AI action is labelled and can be undone.
Help where they already are. No portal to learn.
Know what to fix next, not just what happened.
See where targets slip, what ACT solves alone, which questions your help centre can’t answer and which problems keep coming back.
Four modules. One customer timeline.
Four modules run support, and the rest of Nautix works on the same customer, so your team and ACT always see the whole story.
See all modulesBuilt for teams like yours.
Serve works best where customers write in often, about their own account, and expect an answer the same day.
Test one high-volume support workflow.
Start with the request type costing your team most, measure it against your own baseline and only scale what works.
Book a Support Workflow Review- TodayPick one workflowA 20-minute review to choose the request type costing your team most.
- Day 7ACT goes liveHelp-centre articles, checks, targets and hand-off rules configured and tested.
- Day 14Tune with your teamReview real tickets and hand-offs, and tighten the rules.
- Day 21Decide on evidenceCompare against your baseline, then scale, refine or stop.
Serve questions.
What support teams ask before they hand their first workflow to ACT.
Ask ACT, running on this site, or walk through your support flow with our team in a 20-minute Workflow Review.
No. ACT answers first and solves the repeatable requests. Anything that needs judgement goes to a person, with a summary of what was tried, so your team spends its time on the cases that need it.
It writes a note on the ticket: what the customer asked, what ACT tried, why it handed off and how the customer feels. The agent picks up from there, and the customer doesn’t have to repeat themselves.
When many customers report the same problem, Nautix suggests an incident. Linked tickets get every update on their own channel, ACT answers new reports with the latest status, and solving the incident solves them all.
Yes. Response targets, business hours, routing, ticket types and fields, macros, hand-off rules and the satisfaction survey are all set in Setup for your business, not in code.
Yes. ACT replies in the customer’s language, and the help centre and survey can be written in English and Kiswahili.
Yes, through connectors such as Splynx, SmartOLT and M-Pesa, plus a REST API and webhooks. ACT only uses the checks and actions you switch on.
Stop making customers tell their story twice.
Give us one support workflow. We’ll configure ACT around it, run it for 21 days and show you what changed.