Overview

As part of the Waktoo Super App ecosystem, we built a customer service–focused integration that connects WhatsApp messaging with our AI platform (Kazee AI).

The backend was developed with Node.js and Firebase, enabling seamless two-way communication and real-time customer support.

The Problem:

• Customer service teams often face challenges handling a high volume of WhatsApp messages:
• Customers expect instant responses, but agents cannot always reply fast enough
• Customers expect near real-time updates, but traditional server polling adds latency and complexity

The Solution:

We built a backend service that integrates WhatsApp with Kazee.ai to deliver hybrid AI + human support:

• AI First Response - incoming messages are answered instantly by the chatbot, reducing wait time and improving response rate.
• Agent Override - customer service agents can enable or disable AI mode at any time, allowing them to take over the conversation directly.
• Webhook Handling - processes incoming messages, delivery receipts, and template status updates from WhatsApp.
• Messaging APIs - enables sending messages, creating message templates, and using pre-approved templates.
• Persistent Storage - every inbound/outbound message is stored in Firebase for auditing and history.
• Reaaltime Updates - the frontend relies on Firebase’s client SDK for instant synchronization of conversations without socket complexity

Impact

By integrating WhatsApp with Kazee AI, we achieved significant improvements in customer support operations:

• Faster Response Times – Customers receive instant AI-powered replies, reducing average wait time.
• Increased Agent Efficiency – Agents can focus on complex queries while AI handles routine messages.
• Seamless Handover – Agents can take over conversations anytime, ensuring human oversight when needed.
• Real-Time Conversations – Frontend updates instantly via Firebase, providing a smooth, responsive chat experience.
• Reliable Message Tracking – All messages and delivery statuses are persistently stored for auditing and historical reference.

This system helped deliver faster, smarter, and more reliable customer support, enhancing overall user satisfaction while reducing operational overhead.