Product tour
Click through Axonave, one screen at a time.
Twelve screens from the real app, in Teras Home, a demo workspace we run for a made-up furniture shop in Malaysia. Follow one late-night WhatsApp question to a customer record, then see the team’s morning and what’s behind it.
Step 1 of 12
One customer, one night
Nur Aisyah asks on WhatsApp when her sofa will arrive
It’s 11:40 pm and Teras Home is closed. She writes in Bahasa Malaysia, and the after-hours flow answers in Bahasa Malaysia.
One customer, one night
The AI answers from the help centre and names its source
It answers only from articles Teras Home has published, and shows which one it used. When she wants a person, the bot takes a message.
One customer, one night
Her message becomes a ticket, with the chat behind it
The bot files it under Delivery › Late delivery, with her details, the source and an SLA. The team sees a note the bot left them; she doesn’t.
One customer, one night
Everything lands on her customer record
The routing, the reply, the resolved ticket, her 5 out of 5 rating and a new deal, newest first, on one timeline.
The team, the next morning
Chats reach the right team without anyone sorting them
Another customer, Mohd Irfan, needs a technician. The bot asks for the number to call, then hands his chat to Warranty & Repairs.
The team, the next morning
Agent Assist drafts the reply from your articles
Wong Kar Yan asks how long delivery to Shah Alam takes. Mei Ling opens Knowledge: suggested articles and an AI draft in Bahasa Malaysia, which she checks before sending.
The team, the next morning
Every ticket carries its SLA clock
Farah reported a dented fridge door on WhatsApp. Priya’s first reply met the SLA, and the resolution clock is running.
The team, the next morning
A supervisor watches the floor live
Live chats, the queue, the bot, SLAs at risk and every agent’s load, updated as it happens.
Behind the scenes
The flow that answered Aisyah, on a canvas
Teras Home’s main menu: a greeting, a menu, questions that save into the CRM, an AI answer and hand-overs by team, in three languages.
Behind the scenes
Personal data is masked before the AI sees it
The AI gets placeholders. The conversation and the customer’s record keep what the customer wrote.
Behind the scenes
Leads arrive from the conversation, already rated
Chats and WhatsApp messages become leads with their source, a hot, warm or cold rating and a score from 0 to 100.
Behind the scenes
Reports show what the bot settled and where it handed over
How many conversations the bot finished alone, why the rest went to a person, what the AI answered, and where customers stop in the menu.
- 1A WhatsApp chat, through the official WhatsApp Cloud API.
- 2Her question at 11:40 pm: when will the sofa from order TH-104233 arrive?
- 3The after-hours reply: the team is back at 9 am, Monday to Saturday, and the bot can still help.
- 4She picks “Tanya soalan” (ask a question) from the bot’s menu.
- 1She asks how long delivery to Shah Alam takes.
- 2The AI’s answer: 3 to 5 working days in the Klang Valley, from Teras Home’s delivery article.
- 3“Sources”: the article the answer came from.
- 4“It’s been 6 days. I want to talk to a person.”
- 1TKT-1201, filed under Delivery › Late delivery, priority High.
- 2The description, written from the chat: reported by Nur Aisyah Kamal via WhatsApp.
- 3Source: WhatsApp. Created at 11:44 pm, when she left the message.
- 4The SLA: first response and resolution both met.
- 5A note from the bot for the team only: after hours, the order number, her language.
- 1Nur Aisyah Kamal: a customer, active, a repeat customer.
- 2A new deal: a dining set for the new home, RM 6,800.
- 3Her rating: CSAT 5 / 5, “Terima kasih, sangat membantu.”
- 4The ticket, resolved.
- 5The reply on WhatsApp, drafted with Agent Assist.
- 6Assigned to Hafiz: routed to Warranty & Repairs by skill, Bahasa Malaysia.
- 1Web chat and WhatsApp conversations in one list.
- 2Handed to Warranty & Repairs, priority High.
- 3The 24-hour WhatsApp reply window, counted down.
- 4Before handing over, the bot asked which number the technician should call.
- 5Hafiz, on the warranty team, replies in Bahasa Malaysia: new screws go out today.
- 1The customer’s question, on WhatsApp.
- 2Knowledge opens beside the chat. Nothing reaches the customer until the agent sends it.
- 3An AI-drafted reply in her language, from the article it names.
- 4“Use this draft” puts it in the reply box to check and edit.
- 5Suggested articles, to insert as text or as a link.
- 1Urgent, filed under Delivery › Damaged on arrival.
- 2Waiting on the customer or a third party pauses the resolution clock.
- 3The SLA: first response met, resolution on track.
- 463% of the resolution window used so far.
- 5Priya’s reply goes out on WhatsApp, from the ticket.
- 1Live chats, the queue, chats with the bot and SLAs at risk.
- 2Needs attention: chats close to a breach show up here. Nothing at risk right now.
- 3Every agent: status, chats against their limit, longest chat, last activity.
- 1Version 2 is live. Changes go out when you publish.
- 2One flow in English, Malay and Chinese (Simplified).
- 3Drag steps onto the canvas: messages, menus, questions, AI answers, hand-overs.
- 4The main menu: track my order, ask a question, warranty and repairs, talk to our team.
- 5An AI answer step for questions about delivery, warranty, returns or payment.
- 6Hand-overs to the delivery team, the warranty team or anyone free.
- 1Personal data is swapped for placeholders before anything goes to the AI.
- 2Email addresses and phone numbers: hidden by default, your choice.
- 3Always hidden: card numbers, bank accounts, IC and passport numbers, passwords and codes.
- 4Rules you can’t switch off: answer only from published articles, say when it doesn’t know.
- 1Where each lead came from: live chat, WhatsApp, email.
- 2Hot, warm or cold.
- 3A score from 0 to 100.
- 4Import and export as CSV.
- 166% of 123 bot conversations settled without a person.
- 2Why it handed over: the customer asked for a person, or the AI had no answer.
- 3What the AI did: answered from an article 76 times, had no answer 8 times.
- 4The same, by channel: WhatsApp and website chat.
- 5Where customers stop in the main menu, step by step.
Built, and drawn here
These are in the product today but not in the twelve screens above, so here they are as drawings, labelled as such.
The AI sales agent books a showroom visit
WhatsApp · 11:48 pmAI sales step
- Customer: Do you deliver a 6-seat dining set to Shah Alam?
- Reply: Yes. In-stock sets reach the Klang Valley in 3 to 5 working days. How many people is it for, and when do you need it?
- Customer: It’s for 4 of us. We’d like to see it this weekend.
Lead marked hot“see it this weekend, 4 of us”
Three times the showroom has free
- Sat 10:00
- Sat 14:30 (tapped)
- Sun 11:00
Booked: showroom visit, Sat 14:30
On Arjun’s calendar and on the deal. The invite goes by email.
Illustration. The AI sales step booking a showroom visit in a WhatsApp chat at Teras Home. The times are examples. The customer rates the chat inside WhatsApp
WhatsApp · the chat just resolvedChat survey
- Reply: Terima kasih kerana menghubungi Teras Home. Bagaimana layanan kami hari ini?Thanks for contacting Teras Home. How was our service today?
Tap to answer
- ★★★★★ Sangat baik (tapped)
- ★★★★ Baik
- ★★★ Sederhana
- ★★ Kurang baik
- ★ Tidak baik
- Customer: Terima kasih, sangat membantu.Thank you, very helpful.
Rated 5 / 5 on Aisyah’s record
With her comment, on the same timeline as the chat and the ticket.
Illustration. Teras Home’s chat survey in WhatsApp. The comment and the 5 / 5 are Aisyah’s real ones; the question wording is an example. One email ticket, in three places
1 · Jason’s inbox, Gmail or Outlook
One conversation
Kopi Lane: replacement stools for Telawi outlet (3)
Jason Low
Three stools arrived with loose legs…
Teras Home Support
Sorry, Jason. Replacements leave Thursday.
Jason Low
Thanks. Can you deliver before 10 am?
Every reply carries the thread’s headers, so the customer’s mail app keeps it together.
2 · In Axonave
Ticket TKT-1215
Jason Lowemail
Mail in → new ticket
Mei Ling, reply allpublic
From support@ · Cc kept
Side conversationinternal
Forwarded to the stool supplier
Jason Lowemail
His reply, on the same ticket
The first mail opened the ticket. Each reply lands on it, and a resolved ticket reopens.
3 · Your mailbox
support@terashome.example.com
Sentcopy
Re: Kopi Lane: replacement stools for Telawi outlet
Inbox
Read about once a minute, never marked read or moved
Replies go out from your own mailbox. One written in Outlook or Gmail is synced into the ticket.
A customer’s mail thread about replacement stools. In the customer’s Gmail or Outlook it stays one conversation of three messages. In Axonave it is one ticket, with a reply-all that keeps the Cc and an internal side conversation with the supplier. In your own mailbox the reply sits in Sent, and replies written in Outlook or Gmail sync back into the ticket. Illustration. One email ticket in the customer’s inbox, in Axonave and in your mailbox. TKT-1215 is a real Teras Home ticket; the messages are an example.
Questions about the tour
Is this the real product?
Yes. Every screen in the click-through is the Axonave app, captured in Teras Home, a demo workspace with made-up customers, chats and tickets. Nothing in it is mocked up. The three drawings under it are labelled as illustrations.
Why are some screens other customers, not Aisyah?
The first four screens follow Nur Aisyah. The next four show other Teras Home customers on the same morning, so you see routing, Agent Assist, an SLA and the supervisor’s view with real data on each.
Can I click around the app myself?
Yes. Start a 14-day Pro trial with no card and connect your own chat and WhatsApp.
See it with your own questions
30 minutes. No slides.