The platform, in full

Everything TicAte does

15 capabilities, one customer record — including a WhatsApp catalogue, an AI assistant and your own AI model wired into the automation engine. Below is the honest list: what each part actually does, not what a category page says it should.

01 — Capability

Shared team inbox

Every WhatsApp conversation in one place, with your whole team working the same queue without stepping on each other.

  • Live updates over websockets — new messages land instantly, no refresh, no polling
  • Assign a conversation to an agent, or leave it in the unassigned queue
  • Reply to a specific message with a quoted thread, exactly like WhatsApp
  • React with emoji, and see the customer’s reactions on your messages
  • Send images, documents, audio and video; media is stored and served through signed links
  • Insert an approved template in two clicks when the 24-hour window has closed
  • Contact panel beside the thread — fields, tags, open deals and history while you type
  • Filter by open, assigned, unassigned or closed; search across the whole workspace
Unassigned · 12
Anita R.“Do you deliver to Trivandrum?”
New
Vinod K.“Sending the documents now”
Priya
Sameer T.Voice message · 0:14
Closed
Assigned to meUnassignedClosed
02 — The one that changes everything

WhatsApp Coexistence

Keep the WhatsApp Business app on your phone and run Ticate on the same number, at the same time. No migration, no downtime, no lost history.

  • One number, two surfaces — the app on the phone and the shared inbox in the browser stay in sync
  • Your existing chat history comes across when the number is connected, so context is never lost
  • Contacts from the Business app are imported instead of retyped
  • The owner keeps replying from their phone; the team replies from Ticate; both see the same thread
  • Nothing is deleted from the phone — Coexistence is additive, and reversible
  • Move to full API messaging later, at your pace, without changing your number

Read the full Coexistence guide

+91 98 •••• 4410
WhatsApp Business appOwner’s handset
Active
TicAte shared inbox9 agents online
Active
Chat history6 months imported
Synced
Contacts2,184 carried over
Synced
03 — Capability

Connect in minutes, no token pasting

Meta Embedded Signup runs the whole connection inside a popup. You never touch a developer dashboard or copy an access token.

  • Sign in with Facebook, pick or create your WhatsApp Business Account, done
  • Number verification, webhook subscription and token exchange happen behind the scenes
  • Green tick (display-name) verification and business verification guided step by step
  • Run several numbers and several WABAs from one workspace; pick the sender per send
  • Access tokens are encrypted with AES-256-GCM before they ever reach the database
Embedded Signup
Continue with FacebookNo token to paste
Step 1
Pick your WABAOr create one on the spot
Step 2
Verify the numberSMS or voice code
Step 3
Token stored encryptedAES-256-GCM at rest
Auto
04 — Capability

Contacts & segmentation

A real customer record behind every phone number — not just a chat thread with a name on it.

  • Custom fields you define, so the data you actually sell on lives on the contact
  • Colour-coded tags, managed centrally and applied by hand or by automation
  • CSV import with column mapping and duplicate handling
  • Full conversation and deal history on the contact record
  • Phone numbers normalised to E.164, so one customer never becomes three
Anita Raghavan
VIPKochiRepeat buyerNewsletter
CityCustom field
Kochi
Open dealOnam package · Proposal
₹84,000
Last contactedBy Priya
2h ago
05 — Capability

Sales pipelines

A drag-and-drop deal board that lives next to the conversation that created the deal.

  • Kanban board with stages you name and reorder yourself
  • Drag a deal between stages; value, owner and contact travel with it
  • Multiple pipelines for different products, regions or teams
  • Create a deal straight from a chat — or let an automation do it
  • Stage-by-stage analytics: value in play, conversion, and where deals stall
Sales pipeline
New
Anita R.₹84,000
Vinod K.₹32,500
Proposal
Sameer T.₹1,20,000
Won
Reena M.₹46,000
06 — Capability

Template broadcasts

Send an approved template to a segment on a four-step wizard, then watch delivery land in real time.

  • Step 1 — choose an approved template and preview it as the customer will see it
  • Step 2 — build the audience from tags, fields or a manual selection, with a live recipient count
  • Step 3 — personalise variables from contact fields, with a per-recipient preview
  • Step 4 — send now or schedule for a date and time
  • Per-recipient status: queued, sent, delivered, read, failed — with Meta’s error reason
  • Throttled sending that respects your messaging tier instead of burning it
Onam offer · 1,240 recipients
Delivered1,198 of 1,240
96.6%
ReadWithin the first hour
71.4%
07 — Capability

No-code automations

Build the follow-up you keep forgetting. Triggers, conditions and actions, wired together without writing code.

  • Triggers — new message, first message from a contact, keyword match, new contact, conversation assigned, tag added, or time-based
  • Conditions — branch on tag presence, a contact field, message content or time of day
  • Actions — send a message, send a template, add or remove a tag, assign the conversation, update a contact field, create a deal, call a webhook, or close the conversation
  • Nested steps, so one automation can handle several outcomes
  • Run history per automation — what fired, when, and what it did
  • Turn any automation off with one switch; nothing is hard-wired
Missed-enquiry follow-up
WhenFirst message from a new contact
Trigger
IfMessage contains “price” or “rate”
Condition
ThenSend the price-list template
Action
AndCreate a deal · tag “Hot lead”
Action
08 — New capability

AI assistant & chatbotNew

An AI agent that answers the questions your team answers fifty times a day — and knows when to stop and fetch a human.

  • Trained on your material — price lists, policies, FAQs, brochures — not generic web text
  • Understands what the customer meant, not just the keyword they typed
  • Replies in the customer’s language, including Tamil, Hindi and Malayalam alongside English
  • Handover to a human the moment it is unsure, or the moment the customer asks
  • Qualifies a lead in conversation — budget, timeline, city — and writes the answers onto the contact
  • Drafts a reply for the agent to approve instead of sending, if you would rather keep a person in the loop
  • Works inside the same 24-hour window rules as everything else, so nothing breaks Meta’s policy
  • Every AI reply is logged on the thread, so you can audit exactly what was said
AI assistant · live thread
what's the price for 200 pcs, and do you ship to Coimbatore?
For 200 pieces it’s ₹180 each. Yes — we ship to Coimbatore, 2–3 days.
can you do 160?
Handed to a humanDiscount request — outside AI limits
Priya
Intent: pricingQty: 200City: Coimbatore
09 — New capability

AI connectivityNew

Bring your own model and wire AI into the rest of the platform — as a step in an automation, not a walled-off gadget.

  • Connect the model you already pay for — Claude, OpenAI, Gemini, or a private model on your own hardware
  • Your API key is encrypted at rest, exactly like your WhatsApp tokens
  • AI as an automation step: classify a message, extract a date, summarise a thread, then branch on the result
  • Auto-summarise a long conversation before it is reassigned, so the next agent reads one paragraph and not forty messages
  • Suggest replies inline in the inbox, which the agent can send, edit or ignore
  • Draft campaign copy and template variants from a brief, ready to submit to Meta
  • Send anything to your own AI service instead, through the same outbound webhooks
  • Turn it off entirely — nothing in TicAte depends on an AI provider being up
Model connection
ClaudeYour API key · encrypted at rest
Active
Step: classify messageSales · support · complaint
In use
Step: summarise threadRuns before reassignment
In use
Or call your own serviceOutbound webhook
Optional
10 — New capability

Catalogues & commerceNew

Sell inside the chat. Your WhatsApp catalogue, product messages, carts and order updates, all handled from the same inbox.

  • Your WhatsApp Business catalogue managed from TicAte — products, prices, images and descriptions
  • Send a single product or a multi-product message straight into a conversation
  • Customers browse and build a cart without ever leaving WhatsApp
  • Carts arrive in the inbox as a structured order, not a wall of text an agent has to retype
  • Order status updates — confirmed, packed, shipped, delivered — sent as approved utility templates
  • Stock and price synced from your own system through the integrations layer
  • Abandoned-cart follow-ups fired by the automation engine
  • Every order attached to the contact record and, when you want it, to a deal on the pipeline
Catalogue · 48 products
Cotton kurta₹1,240
Silk saree₹4,890
Linen shirt₹1,650
Cart received3 items · from the chat
₹7,780
Order shippedUtility template sent
Delivered
11 — Capability

Message templates

Write, submit and manage your Meta templates from inside Ticate, instead of from Business Manager.

  • Compose header, body, footer and buttons with live variable preview
  • Submit to Meta for approval without leaving the app
  • Approval status synced back and shown against each template
  • Categories — marketing, utility and authentication — handled correctly
  • Approved templates appear instantly in the inbox picker and the broadcast wizard
Templates
order_shipped_v2Utility · English
Approved
onam_offer_2026Marketing · English, Malayalam
Approved
appointment_reminderUtility · submitted 2h ago
In review
12 — Capability

CRM integrations

Ticate talks to the system your team already lives in — starting with a deep, two-way Bitrix24 connector.

  • Bitrix24 Open Channels: reply to WhatsApp from Bitrix24 Messenger, with files, images, audio and emoji
  • Inbound numbers matched to existing CRM contacts, or created automatically
  • Conversations written into the Lead and Deal activity timeline
  • Incoming WhatsApp messages can trigger Bitrix24 automations
  • Outbound webhooks from any automation, so anything with an HTTP endpoint can be next
  • Zoho CRM, HubSpot and Salesforce connectors on the roadmap

See the integration catalogue

Connected
Bitrix24Open Channels · CRM · timeline
Live
Outbound webhooksFrom any automation
Live
Zoho · HubSpot · SalesforceOn the roadmap
Soon
13 — Capability

Analytics that answer questions

Not a wall of charts — the handful of numbers that tell you whether the team is keeping up.

  • Conversation volume over time, inbound against outbound
  • Median first-response time, and how it moves week to week
  • Pipeline distribution — where the value is sitting right now
  • Broadcast performance, per campaign and per template
  • A live activity feed of what the team is doing
Last 7 days
Median first responseDown from 41 min
2m 40s
Conversations handledAcross 9 agents
3,412
14 — Capability

Workspaces, teams & roles

Multiple businesses, multiple teams, and permissions that actually mean something.

  • Owner, admin and agent roles with distinct capabilities
  • Email invitations, and a members screen to change a role or revoke access
  • Separate workspaces for separate brands — data never crosses between them
  • Active session list per user, revocable at any time
  • Every server action re-checks the caller’s workspace and role. Not once at login — every time.
Members
Praveen J.praveen@example.com
Owner
Priya N.priya@example.com
Admin
Rahul S.rahul@example.com
Agent
meera@example.comInvitation sent
Pending
15 — Capability

Security & ownership

Built to be run on your own infrastructure, with your customer data staying where you put it.

  • AES-256-GCM encryption at rest for every WhatsApp access and verify token
  • HMAC signature verification on every inbound Meta webhook — forged callbacks are rejected
  • Every query scoped by workspace, enforced server-side, never trusted from the client
  • Rate limiting on authentication and send paths
  • Self-hosted or private cloud: your Postgres, your storage, your domain
  • No third-party backend-as-a-service in the path of your conversations
Security posture
Token encryptionAES-256-GCM at rest
On
Webhook signaturesHMAC verified per request
On
Workspace isolationEvery query scoped server-side
On
HostingYour infrastructure, your domain
Yours
Under the hood

Engineered to stay up

The parts you never see, and would notice immediately if they were missing.

Real-time by default

Websocket delivery into workspace- and conversation-scoped rooms. No polling, no stale tabs.

Scheduler in-process

Scheduled broadcasts and time-based automations run on a long-lived server, not a best-effort cron.

Rate-limited sends

Outbound traffic is paced to your messaging tier, so a big campaign never burns your quality rating.

No BaaS in the path

Postgres, your storage, your server. Nothing about your conversations depends on a third party staying online.

Put your team on one WhatsApp number.

Keep the number you have, keep the app on your phone, and give the whole team a proper inbox behind it.

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