EngageOps AI

Customer engagement platform · Arabic and English

Every customer conversation. One operations platform.

EngageOps AI brings WhatsApp conversations, tickets, contacts, campaigns and automation into one bilingual workspace, with the audit trail, retention controls and access rules that regulated businesses expect.

Request a demo See what is inside
  • Arabic and English, right-to-left by design
  • One workspace per business, isolated at the database level
  • Operated from Amman, Jordan
TeamInbox
  • WhatsApp conversationAssigned to Support · openSLA on track
  • WhatsApp conversationUnassigned · waiting 4 minNew
  • Ticket follow-upAssigned to Sales · pendingTagged
Conversation24-hour window open
Internal note · visible to the team only

How we label what you read here

  • Availablebuilt, tested and in use in the product
  • Pilotlive with a pilot workspace; general availability after provider approval
  • Planneddesigned, not connected to a production provider yet

Unified customer conversations

One record of every customer, across channels and teams

Conversations, tickets, orders and calls are linked to one contact, so a team sees the whole history before it answers.

  • Contact directory

    Available

    Phone numbers in international format, duplicate detection, tags, groups, custom attributes, consent and preference flags, and a guarded delete that keeps business records consistent.

  • Unified timeline

    Available

    Every conversation, ticket, order and contact-center call of a contact in one chronological view.

  • Tickets with service levels

    Available

    Lifecycle from submission to resolution, SLA tracking, comments, attachments, bulk actions and export.

  • Archives

    Available

    Search closed conversations and orders by type and month, restore, export metadata, or purge with re-authentication and an audit entry.

WhatsApp integration

Built on the WhatsApp Business Platform, verified end to end

EngageOps AI connects to Meta's Cloud API directly. Every inbound event is signature-checked before it is stored; every outbound message goes through one enforcement path with throttling and audit.

  • Cloud API connection

    Pilot

    A business's WhatsApp Business Account connects to its workspace with encrypted credentials. Live today with one pilot workspace; general onboarding follows Meta's review of the EngageOps AI app.

  • Template library

    Available

    Message templates with categories, languages and versions, validated against Meta's template rules.

  • Campaigns with approval

    Available

    Audience from segments or groups, a separate approver, scheduling, throttling, pause and cancel, and per-recipient analytics. Real delivery runs through the pilot connection.

  • Embedded Signup onboarding

    Planned

    Self-service connection of a WhatsApp Business Account from inside the workspace. Implemented and waiting for Meta app review before it is switched on.

Messenger and Instagram messaging are not offered.

TeamInbox and collaboration

A shared inbox that respects who may see what

Folders, assignment, internal notes and visibility rules let several teams work one WhatsApp number without stepping on each other.

  • Assignment and folders

    Available

    Mine, unassigned, team and all; assign to a person or a team; status, tags and block or archive actions.

  • Internal notes

    Available

    Notes stay inside the team and never reach the customer.

  • Visibility rules

    Available

    Team-scoped visibility, so an agent sees only the conversations their teams own.

  • Quick replies and the 24-hour window

    Available

    Approved answers in one click, and a clear indication when a conversation needs a template because the customer-service window has closed.

  • Live updates and supervisor alerts

    Available

    New messages, assignments and status changes stream to every open screen; supervisors are alerted to unassigned or slow conversations.

  • Routing policy

    Available

    Inbound routing by availability and policy, with a diff of every policy change.

Contact-center capabilities

A contact-center module, honest about what is connected

Queues, routing, IVR and agent management are built and tested against a built-in simulator. No telephony carrier is connected yet, and that is stated wherever calls appear.

  • Queues and routing strategies

    Available

    Queue configuration, members, routing strategy, business hours, overflow and performance views.

  • IVR builder

    Available

    Visual flow builder with validation, versions and path simulation.

  • Agents, presence and call history

    Available

    Agents, extensions, skills, availability, and a searchable history with masking and re-authenticated export.

  • Carrier connection (SIP trunk)

    Planned

    Connection to a telephony carrier is designed behind a provider-neutral port. No trunk is active; live calls and a softphone depend on it.

  • Call recording

    Planned

    Recording is disabled by policy until consent and legal requirements are settled.

Automation and AI

Automation you can audit, AI you can switch on when you decide

Flows run on a deterministic engine with approvals, run history and handover to people. Retrieval and suggestions work on your own knowledge; generative providers are optional and off by default.

  • Visual flow builder

    Available

    Triggers, conditions, actions and human-handover nodes; deployment toggle and simulation before you publish.

  • Runs, approvals and dead letters

    Available

    Every run is recorded; sensitive actions wait for approval; failures land in a dead-letter list you can replay.

  • Knowledge bases and retrieval

    Available

    Ingest documents, chunk and index them, and retrieve grounded passages in the workspace's own database.

  • Reply suggestions

    Available

    Extractive suggestions drawn from your knowledge bases, shown to agents who decide what to send.

  • Generative AI providers

    Planned

    Connection to an external model provider under keys the business owns, with daily token and invocation budgets. Not activated.

  • AI agents with tool execution

    Planned

    Agents that act on your behalf need an approval policy first; today proposals are inert and auto-reply is off.

Security and tenant isolation

Controls you can verify, claims we can back

Each business has its own workspace. Isolation is enforced by the database, not only by the application, and every privileged action leaves a tamper-evident trace.

  • Row-level isolation in the database

    Every table that holds workspace data carries a forced row-level security policy; the application role cannot bypass it. A generated test in the suite sweeps every table.

  • Mandatory MFA for privileged roles

    Owners, administrators and anyone who manages users, roles, billing, security or data requests must enrol a second factor; after a grace period their permissions are withheld until they do.

  • Role-based access with default deny

    Every API route declares its access rule and the permission it needs; a route without a declaration is refused. Deny matrices are tested per role.

  • Tamper-evident audit log

    Hourly hash-chained audit checkpoints per workspace, with chain heads anchored outside the database in the cache store on the same host, verifiable on demand by platform operators. Retention is fixed at seven years.

  • Hardened sessions and credentials

    argon2id password hashing, host-only secure cookies, session rotation, a cap on concurrent sessions, lockout on repeated failures.

  • Encrypted secrets with key identifiers

    Provider tokens and factors are encrypted at rest with rotatable keys that never live in the database. Backups are encrypted on the server right after they are taken, with a key whose private half is kept off the server.

  • Edge protection

    Cloudflare in front of an origin that accepts web traffic from Cloudflare only; strict Content Security Policy, HSTS and the full security-header set on every response.

  • Internal adversarial reviews

    Two internal rounds of adversarial testing of the production-hardening phase across all routes, including cross-workspace fuzzing. Every finding was fixed with a regression test that stays in the suite.

How EngageOps works

From a new workspace to a governed operation

Onboarding is operator-assisted during the pilot. Each step leaves an audit entry.

  1. Workspace created

    The operator creates your workspace from the platform console and invites the owner, who sets a password and a second factor.

  2. WhatsApp connected

    Your WhatsApp Business Account is connected to the workspace; during the pilot this is done with the operator, later through Embedded Signup.

  3. Team set up

    Invite staff, define roles and teams, decide visibility and routing.

  4. Operate

    Answer in TeamInbox, raise tickets, run approved campaigns, let flows handle the repetitive part and hand over to people when needed.

  5. Govern

    Set retention per data class, review the audit log, answer data requests with built-in export and erasure.

Contact

Request a demo

Tell us about your team, the channels you use and the volume you handle. We respond with a walkthrough of the pilot workspace and an honest view of what is live for you today.

  • Bilingual walkthrough, Arabic or English
  • Pilot onboarding is operator-assisted
  • No self-service sign-up or payment on this site

Operator

شركة افاق الاتمتة لحلول البرمجية / ذات مسؤولية محدودة

Al Thuraya Complex, 3rd Floor, Abu Nseir, Amman, Jordan

Write to us

[email protected]