1. Customer Message

Customer sends a WhatsApp message through KwikEngage.

2. Fast Webhook ACK

Server validates and returns accepted immediately so KwikEngage does not wait.

3. Numbers-Only Classification

The message is read only to classify intent and update counters. Full message text is not stored.

• order_status
• change_address
• wrong_damage_order
• return_refund
• support

4. Customer Menu / Reply

Existing bot reply flow stays the same. Menu numbers 1–5 remain valid customer options.

5. Ticket Creation

For complaint, damage, return or human support, the bot creates a lightweight ticket.

6. Team Resolution

Team member resolves from the dashboard. The dashboard stores who resolved it and when.

7. Dashboard Numbers

Owner/team sees daily query count, open count, resolved count, categories, and resolver totals.

8. No Feedback Flow

Feedback/rating prompts are fully removed. Old feedback template echoes are ignored silently.