R
Royal WhatsApp CRM-X
by Royal WhatsApp
User manual · v1.0 · 2026-09-28

Royal WhatsApp CRM-X

Complete guide to every module, role, workflow and safeguard. Status tags show what is Live, in Pilot or on the Roadmap.

Getting started

  1. Sign up with your work email and create a workspace (choose your sector — departments, a starter agent and knowledge collections are created for you).
  2. Settings → Team: invite colleagues with the right role.
  3. Channels: add the Sandbox to test, then connect each verified WhatsApp number (phone number ID, WABA ID, system-user token).
  4. Knowledge: upload each department's FAQs, price lists, BOQs, forms and policies.
  5. AI Agents: create one agent per department from a template, attach its public knowledge, test, publish.
  6. Commercial: set your letterhead, logo, signature, VAT and terms; import price books.
  7. Inbox: start answering — approve AI drafts, hand off VIPs, send templates.

Omnichannel Inbox

Every WhatsApp number, mailbox and department in one real-time inbox.

Who uses it: Owner, Administrator, Manager, Secretary/Agent, Project Manager, HR and Diplomatic officers (scoped to their departments).

Capabilities

  • Multiple official WhatsApp numbers Live — Connect several Meta-verified numbers per organisation; each routes by phone-number ID to the right department.
  • Signed, idempotent webhooks Live — HMAC-verified Meta webhooks; duplicate deliveries never create duplicate messages.
  • Delivery receipts Live — Queued → sent → delivered → read, with failures visible and one-click retry.
  • 24-hour window & templates Live — Free-form replies inside the service window; approved templates outside it.
  • Assignment & departments Live — Assign to staff, route to departments, set priority, internal notes, quick replies.
  • Human takeover Live — Customers can ask for a human; takeover freezes AI for that conversation.
  • New / returning / VIP recognition Live — Every inbound message is matched to the contact graph; approved VIPs get protocol handling.
  • Email channel Live — Outbound email replies and document delivery via Resend.
  • Sandbox simulator Live — Test agents end-to-end without Meta; replies marked SIMULATED.
  • Telegram / SMS / WeChat Roadmap — Adapters behind provider feasibility gates.
How to: Reply to a customer
  1. Open Inbox and pick a conversation.
  2. Type your reply (Enter sends; Shift+Enter adds a line; type / for quick replies).
  3. Watch the ticks: one = sent, two = delivered, blue = read.
How to: Approve an AI draft
  1. AI drafts appear with a dashed purple border, confidence and cited sources.
  2. Click Approve & send, or Edit to change the text first, or Discard.
How to: Re-open a closed 24-hour window
  1. Click Template in the composer.
  2. Pick an approved template and fill its variables.
  3. Send — the customer's reply re-opens the window.
Troubleshooting
A message shows 'failed'
Read the reason under the bubble (e.g. outside 24h window, opted out, token expired). Fix the cause and press Retry.
No messages arrive from WhatsApp
Ask the platform admin to confirm the Meta webhook URL, verify token, app secret and 'messages' subscription.

AI Agent Studio

A separate trained agent for every department — answering on WhatsApp from your approved knowledge.

Who uses it: Owner, Administrator, Department Manager.

Capabilities

  • Department templates Live — Construction, OSP Telecom, Trading, HR, Visa, Consular, Cultural, Protocol, Sales, Front desk.
  • Grounded answers with citations Live — Agents answer only from approved public knowledge and show sources and confidence to staff.
  • Draft-first safety Live — Default is draft-for-approval; auto-send only for low-risk, cited, high-confidence answers when enabled on both agent and channel.
  • Multilingual Live — English, Arabic, Hindi, Urdu and more — replies in the customer's language.
  • Intake questions Live — Agents collect details one question at a time (e.g. visa type, BOQ, route length).
  • Versioning & rollback Live — Draft → test → publish → roll back; edits to a live agent require re-publishing.
  • Playground Live — Test as a customer and inspect the exact excerpts the agent used.
  • Voice agents Pilot — Inbound/outbound calls with ASR/TTS through a pluggable provider.
How to: Create and publish a department agent
  1. AI Agents → pick a department template.
  2. Adjust greeting, tone, languages, intake questions and instructions.
  3. Tick the PUBLIC knowledge collections it may use.
  4. Test in the Playground.
  5. Publish, then set it as the default agent on a channel (Channels page).

Knowledge Base

Upload once — BOQs, price lists, policies, forms, company profiles — and every agent stays accurate.

Who uses it: Managers and estimators manage; all staff can read non-restricted collections.

Capabilities

  • PDF, Excel, CSV, text Live — PDFs are transcribed by AI; spreadsheets are converted to searchable text.
  • Public / internal / restricted Live — Customer agents only see public collections; restricted content never leaves staff views.
  • Versioning & expiry Live — Each edit bumps the version; expired guidance is automatically excluded.
  • Retrieval test Live — See exactly which excerpts would be used for a question.
How to: Feed the Construction agent
  1. Knowledge → create a public collection “Construction – Public”.
  2. Upload your rate card (Excel) and company profile (PDF).
  3. Add FAQs (payment terms, timelines).
  4. In AI Agents, attach the collection to the Construction agent and publish.

Commercial Studio

From a customer's BOQ on WhatsApp to an approved, branded quotation in minutes.

Who uses it: Estimators and secretaries prepare; managers/approvers approve.

Capabilities

  • BOQ import Live — Excel/CSV/PDF or pasted text; AI extraction for unstructured BOQs; original always preserved.
  • Price matching Live — Exact SKU match first, then description match with confidence; unit mismatches, duplicates and missing prices flagged.
  • Versioned price books Live — Bulk import; every change bumps the version and is audited.
  • Estimates, quotations, proposals, invoices Live — Logo, legal entity, scope, exclusions, assumptions, payment terms, validity, VAT, bank details, signature and stamp.
  • Approval gate Live — DRAFT/PROVISIONAL watermark until approved; editing an approved document creates a new version and requires re-approval.
  • PDF & email Live — Print-perfect A4 → Save as PDF; email the approved document to the client.
  • Controlled numbering Live — QT-2026-0001, INV-2026-0001… per workspace.
  • Payment gateway Roadmap — Online collection after merchant onboarding.
How to: Quote from a BOQ
  1. Commercial → BOQ imports → Import BOQ.
  2. Choose the price book, upload the Excel or PDF (or paste text).
  3. Review flagged lines: enter missing prices, accept suggested matches.
  4. Choose Quotation + margin → Generate draft.
  5. Review, Submit for approval; the approver approves; Print / PDF or Email.
How to: Set your letterhead
  1. Commercial → Letterhead & terms.
  2. Upload logo, signature and stamp; enter VAT, CR, bank details and default terms.
  3. Save — every new document uses them.

Field Operations

OSP telecom and construction DPRs collected by WhatsApp and voice, approved by PMs, synced to ERP.

Who uses it: Project managers approve; supervisors and site staff submit.

Capabilities

  • Supervisor master & sites Live — Projects, sites, supervisors, reporting times, call consent, escalation contacts.
  • OSP & construction DPR templates Live — Trenching, duct, fibre, splicing, OTDR / excavation, concrete, MEP… with units.
  • AI report parsing Live — Paste a WhatsApp message or voice transcript (EN/AR/HI/UR) → structured DPR with missing-data prompts.
  • DPR workflow Live — Validation → supervisor attestation → PM approval → ERP sync → distribution; corrections are reversible and audited.
  • Scheduled collection & escalation Live — Due reports created at reporting time; retries at +15/+45 min then escalation — never endless calling.
  • ERP adapter Live — Idempotent webhook to your ERP; failures leave the report approved with sync pending.
  • Material requests, HSE, attendance Live — Typed records; major/critical HSE alerts the team instantly.
  • Automated voice calls Pilot — Outbound DPR calls via a telephony provider (Vapi / ElevenLabs etc.).
  • Delay & cost forecasting Roadmap — Advisory models on consented history.
How to: Submit a DPR from a WhatsApp message
  1. Operations → Daily Progress Reports → New DPR.
  2. Select project/site/supervisor.
  3. Paste the supervisor's message → Extract with AI.
  4. Check every quantity & unit; fill anything flagged missing.
  5. Save → Supervisor attest → PM approve.

Diplomatic & Public Service

Embassies and ministries answer 80% of routine public queries on WhatsApp — safely.

Who uses it: Diplomatic/consular officers; restricted cases need clearance.

Capabilities

  • Service catalogue Live — Requirements, fees, forms, locations, hours, official source and expiry for every service.
  • Visa & consular agents Live — Step-by-step guidance, form links and office locations from approved, current notices.
  • Case management Live — Auto references, classification (public/internal/restricted), identity verification before status.
  • Protocol handling Live — Approved salutations for Excellencies; named human approval for every reply; excluded from broadcasts.
  • Crisis mode Live — One switch stops autonomous answers and prepares the approved crisis notice.
  • VFS / government back-end integration Roadmap — Subject to contract and API approval.
How to: Launch a Visa Section assistant
  1. Diplomatic → add each visa service with requirements, fees, form link, location and source.
  2. Knowledge → add the same content to a PUBLIC collection with an expiry date.
  3. AI Agents → Visa template → attach the collection → test → publish.
  4. Channels → set the Visa WhatsApp number's default agent.

HR & Recruitment

Post jobs, receive CVs on WhatsApp, get evidence-based AI summaries.

Who uses it: HR officers.

Capabilities

  • Vacancies & applications Live — Criteria-based vacancies; consent recorded per candidate.
  • AI screening Live — Match score, strengths and gaps with evidence; never infers protected characteristics; never auto-rejects.
How to: Screen a candidate
  1. HR → Applications → add the candidate and paste the CV; tick consent.
  2. Click Screen → read the summary → set the recruiter decision.

BrandSphere Content

Brand kits and AI-drafted posts with an approval gate before anything is published.

Who uses it: Content creators draft; approvers approve.

Capabilities

  • Brand kits Live — Name, colours, logo and brand voice per brand.
  • AI drafting Live — Facts-only drafting for LinkedIn, Instagram, WhatsApp Channel and more.
  • Disposition gate Live — Draft → review → approved → scheduled/published — always an explicit human choice.
  • Direct social publishing & video rendering Pilot — Via the existing BrandSphere publishing service.
How to: Publish a post
  1. BrandSphere → AI content studio → write the brief → Generate.
  2. Edit, then Submit for approval.
  3. Approver approves in Approvals; publish via your channel.

CRM, Broadcasts & Automations

Contacts, pipelines, compliant broadcasts and no-code automations.

Who uses it: Managers configure; agents use.

Capabilities

  • Contact graph Live — Deduplicated by phone, consent tracking, tags, import/export (export is audited).
  • Leads pipeline Live — Kanban stages, scoring, value and sources.
  • Broadcasts Live — Approved templates, opt-in only, VIPs excluded, two-person approval, throttling, pause/resume.
  • Automations Live — Keyword/new-contact/resolved triggers → route, assign agent, tag, prioritise, reply, hand off, notify.
  • Commerce connectors Roadmap — Shopify / WooCommerce product sharing in chat.
How to: Route visa questions automatically
  1. Automations → New.
  2. When: keyword → visa, تأشيرة.
  3. Then: route to Visa Section + assign the Visa agent → Save.

Platform, Security & Mobile

Multi-tenant SaaS on Convex, Clerk and Vercel — built for ministries and enterprises.

Who uses it: Owners and the platform super admin.

Capabilities

  • Multi-tenant isolation Live — Every record carries its workspace; every request is authorised server-side.
  • Roles & departments Live — 11 roles; deny by default; no self-promotion; department scoping.
  • Audit trail Live — Role changes, approvals, sends, exports, pricing, kill switches — with correlation IDs.
  • Kill switches Live — Pause AI / outbound per workspace or platform-wide.
  • English / Arabic RTL Live — Switch language and direction in one click.
  • REST API & API keys Live — Scoped keys for mobile apps, ERP and voice providers.
  • Android & iOS apps Roadmap — Native apps on the same API and permissions.
How to: Invite your team
  1. Settings → Team & roles → Invite.
  2. Choose the role (you can only grant roles below your own).
  3. They sign up with that email; the workspace appears automatically.

Roles & permissions

Owner · Administrator · Department Manager · Secretary/Agent · Approver/Reviewer · Project Manager · Estimator · HR Officer · Diplomatic Officer · Content Creator · Viewer. Sending, approving, exporting, pricing, integrations and billing are separate permissions. Nobody can grant a role equal to or above their own, and every role change is audited. Department scoping limits which conversations a member sees.