Support / Cases and messages

Cases and messages

Every client conversation across WhatsApp, portal and email, and the cases consultants open around a problem. Admins can read everything, step in, and reassign.

Response SLA Templates Open case

Waiting on us 7 Open cases 23 All conversations Resolved

Osei Agro SuppliesTRF-24011 · "Is the examination tomorrow still 9am?"	3h 15mKwesi off sick
Kumasi Build MartTRF-23975 · "Truck has not arrived"	2h 20mDaniel Quaye
Boakye ElectronicsTRF-23998 · "The code is not coming"	repliedEsi · case open
Adwoa Mensah TradingTRF-24018 · "Can I pay half now and half Friday?"	resolvedEsi · split invoice
Tetteh ImportsTRF-24015 · "FDA permit renewal takes 2 weeks"	1h 05mAbena in meeting
Accra Textile HubTRF-23990 · no reply to 4 messages	7 daysoutbound only
Takoradi Fish Processorsonboarding · "Which documents do you need from us?"	48 minAbena

Sorted by time waitingReassign

Boakye Electronics · TRF-23998 · all channels

Join conversation Reassign

Shipment TRF-23998 | Container OOLU 771203-2
Status: Arrived at Tema Port. Import duties of GHS 22,100 are due.

Pay by Saturday 4 October to avoid storage charges of GHS 320 a day.

Choose an action below. You will be taken to a secure page.

Fri 16:10 · payment_due_v3 · read

Make PaymentCheck Finance OptionsGet in Touch with Consultant

The code is not coming

Mon 18:55 · client · WhatsApp

Hi Mr Boakye, Esi here. Sorry about that. I have switched your code to SMS. Please tap Make Payment again and you will get it by text within a minute.

Mon 19:02 · Esi Asante · portal → WhatsApp

System: 5 failed OTP attempts. Account locked for 15 minutes. Consultant and administrators notified.

Mon 19:30

I have asked our admin to unlock your account now. You can also send the payment by bank transfer to GCB 1041••••0 with reference 7731, or Grace in your accounts team can pay from her login.

Mon 19:34 · Esi Asante

Reply as administrator · delivered on WhatsApp

Type a message, or pick a template…

Send Insert template Send payment link to Grace Boakye

Case cs_1198 · payment difficulty

Open

Owner: Esi Asanteopened Sat 4 Oct
Priority: Highraised from medium at lockout
State: Waiting on client
Linked: TRF-23998 · INV-DUTY-7731 · tsk_51455 · u_5120 locked
Next step: Unlock user, send link to Grace, confirm paymentcallback booked Tue 7 Oct 09:30

Unlock user now Add note Change owner Resolve with code

Case history

19:34
Esi: bank transfer option given
19:31
Priority raised to highsystem · lockout
19:02
OTP switched to SMSEsi
Sat
Case openedclient tapped Make Payment twice, abandoned at method