Intake over WhatsApp
People report an issue from the WhatsApp app they already have. The system accepts text, voice notes, photographs, video and shared locations, and keeps everything submitted about one issue together as a single case record.
Software engineering company · Registered in India
Complaint intake and service operations, run over WhatsApp
Scafell Tech Private Limited builds messaging-first operational systems on the WhatsApp Business Platform. Our software lets an organisation receive complaints and service requests from citizens and customers over WhatsApp — as text, voice notes, photographs, video and shared locations — then classifies each request, routes it to the right department and field officer, and tracks it to closure on an operations dashboard.
We operate as a technology provider: we integrate the WhatsApp Business Platform on behalf of client organisations, and we manage their messaging infrastructure and message templates for them.
What the software does
Five capabilities make up the system we build and operate for client organisations.
Multilingual conversational workflows
Guided conversations in Gujarati, Hindi and English. A person completes a report in the language they speak, without downloading an app, creating a login or filling in a web form.
Classification and routing
Incoming requests are classified automatically by type and location, then routed to the department that owns the problem and the field officer accountable for that area.
Operations dashboards
Supervisors see live status for every open case, track it against the response and resolution targets the organisation has set, and work from an audited record of what was done, by whom and when.
Geospatial ward and zone mapping
Cases are placed on the ward, zone and boundary structure the organisation actually uses, so work is assigned, escalated and reviewed on the same geography as its own operations.
Our role as a technology provider
Scafell Tech Private Limited operates as a technology provider that integrates the WhatsApp Business Platform on behalf of client organisations. Each client organisation holds its own WhatsApp Business Account and remains the controlling party for the data collected through it. We do the engineering and operations work on that account under its instructions.
WhatsApp and Meta are trademarks of Meta Platforms, Inc. References to them on this website are descriptive only and do not imply any partnership, endorsement or affiliation.
What that involves
- Configuring and operating the WhatsApp Business Platform integration, including business phone numbers, webhooks and message delivery.
- Creating, submitting and maintaining message templates on the client’s behalf, and managing template versions and category changes.
- Running the messaging infrastructure: queuing, delivery and status handling, retries, rate limits and monitoring.
- Building and hosting the conversational workflows, routing logic, dashboards and integrations behind the messaging channel.
- Processing personal data only on the documented instructions of the client organisation, as its data processor.
Who the software is built for
The system is designed for organisations that receive a high volume of inbound requests from the public and have to resolve them through field teams — municipal corporations and other urban local bodies, public utilities, and enterprises running service operations at scale.
We do not publish client names, logos or case studies on this website. References can be provided directly on request, subject to the client’s consent.
Compliance and data protection
We process personal data on behalf of our client organisations and publish how we do it.
- Privacy Policy — categories of data, purposes, retention, sub-processors and data subject rights
- Terms of Service
- Data Deletion Instructions
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Talk to us
If you are evaluating a WhatsApp-based intake or service-operations system, write to us and we will respond with a scoped, factual answer.