Two-Way Customer Support for Saudi Businesses
Handle Saudi customer queries over SMS and WhatsApp from a unified agent inbox — with AI triage, Arabic-English routing, and smart handoffs that cut handle time by 40%.
Why Saudi Businesses Choose This Solution
Saudi customers increasingly expect to get support on their terms — by WhatsApp or SMS, not phone calls or email. Qalaama's customer support solution gives your team a unified two-way messaging inbox to handle inbound queries in Arabic and English, with AI assistance and seamless agent handoffs.
Unified WhatsApp & SMS Inbox
All inbound customer messages — WhatsApp, SMS, and future channels — appear in a single agent console. No more switching between apps or missing messages from different channels.
Arabic-First Agent Console
The agent interface is fully Arabic-RTL compatible. Saudi agents can read and compose Arabic messages without copy-paste workarounds, with proper character handling and formatting.
AI-Powered Message Triage
Incoming messages are automatically classified by topic, language, urgency, and sentiment. High-priority or VIP customer messages are escalated immediately — before a human reads them.
Smart Agent Routing
Route Arabic messages to Arabic-speaking agents, technical queries to specialist teams, and VIP customers to senior agents — based on rules you define, executed automatically.
Canned Responses & Templates
Build a library of approved Arabic and English response templates for common Saudi customer queries. Agents respond faster and more consistently — reducing quality variance.
Full Conversation History
Every customer message, agent reply, and internal note is preserved in a searchable timeline. New agents picking up a conversation immediately have full context.
Up and Running in Minutes
Connect your inbound numbers
Link your WhatsApp Business Account and SMS long codes to Qalaama. All inbound messages immediately appear in the shared inbox for your Saudi support team.
Configure routing rules
Define routing logic — by language, keyword, time of day, or customer segment — to send conversations to the right team or agent automatically.
Agents handle in the unified console
Your Saudi team sees all incoming conversations, customer history, and context in one place. Compose replies in Arabic or English with template suggestions from AI.
Measure and improve
Track first response time, resolution time, CSAT scores, and volume by channel and agent. Identify training needs and optimize routing rules to continuously improve performance.
Purpose-Built for the Saudi Market
Saudi consumers rate WhatsApp as their preferred channel for customer support — ahead of phone, email, and in-app chat. Businesses that offer WhatsApp support in Arabic see significantly higher customer satisfaction scores and lower churn than those relying only on phone or email.
Trusted Across Saudi Industries
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Join 2,000+ Saudi businesses using Qalaama for enterprise messaging.