Native WhatsApp Ticketing, Scheduling & Workflow Automation

What is BizMagnets?

BizMagnets is a WhatsApp-based ChatOps platform developed by BizMagnets International Private Limited; it is designed to address the issue of companies having customer service, on-site support, and daily operations scattered across chat groups, spreadsheets, and manual follow-ups.

It converts WhatsApp messages into assignable, trackable, and auditable tickets or workflows, making it suitable for hospitals, service teams, medium-sized enterprises, and organizations that require extensive collaboration at the frontline.

Main functions

WhatsApp ticketing and service management

• Convert customer messages into tickets, recording the responsible person, status, timeline, and historical information; tickets can be in the Open, Pending, Resolved, or Closed state.
• Tickets are automatically assigned based on teams or rules; SLAs, escalation procedures, and CSAT assessments are configured to help managers identify delays, missed follow-ups, and service quality issues.
• It supports private notes, role-based permissions, and number masking, so that internal collaboration content does not need to be sent directly to customers; number masking and more detailed permission settings depend on the plan selected.
• Free-form messages are processed within the 24-hour customer service window; for inquiries made outside this window, templates approved by Meta must be used.

Appointments, forms, and on-site services

• Use WhatsApp for making appointments, sending reminders, and providing status updates; it is suitable for outpatient services, home visits, after-sales scheduling, and managing visitors.
• Dynamic forms enable the collection of structured data fields within the chat process, and the results can be used for subsequent conditional evaluations, order creation, or notifications, thereby reducing the need for repeated inquiries and manual data entry.
• Location tracking and geofencing are used for managing personnel on site or service tasks; employees or users must be informed in advance, and authorization as required by applicable laws must be obtained before these functions are enabled.
• OTP, product catalogs, and payment-related functions can be used within the process, but the actual scope of availability depends on WhatsApp Business Platform, the region, and the business’s qualifications.

Workflows, robots, and broadcasting

• Build robots, processes, and forms using trigger conditions and actions, to convert new messages, field changes, or events from external systems into actions such as automatic replies, template messages, or ticket updates.
• Notifications, reminders, or marketing messages can be sent in bulk using templates and broadcasts; companies need to manage user consent, unsubscribe requests, and template categories, and must not use the platform as a tool for unsolicited mass messaging.
• The dashboard is used to view tickets, responses, SLAs, and the status of process execution; Enterprise also offers customized analyses, reports, and daily audit logs.

Integration, APIs, and Webhooks

• The API uses keys generated by accounts for authentication, and the official documentation outlines interfaces such as channel queries; these keys should be stored only on the server side and must not be exposed in web pages or client code.
• The outbound Webhook allows contact, ticket, session, and message events to be pushed to external systems, and it provides a request address, keys, additional request headers, and delivery log settings.
• The universal Webhook can receive JSON data submitted by external systems, and then use up to three conditions to trigger WhatsApp template messages or other actions.
• It can be integrated with CRM, ERP, hospital systems, and form-making tools; Zoho Books extensions allow for the automatic sending of WhatsApp notifications regarding business events such as invoices and quotes.

Typical usage process

1. You can apply for a 7-day trial using your corporate email address, company details, phone number, and business website; you can also log in via Google Workspace. New accounts can use a demo environment first.
2. Connect your own WhatsApp Business Platform number, and complete the preliminary steps such as Meta business verification, number migration, and template approval.
3. Import or create contacts, teams, roles, and permissions, and set ticket statuses, SLAs, as well as assignment and escalation rules.
4. Choose an existing process or create robots, forms, and automations on your own, then configure the trigger conditions, fields, templates, and action steps one by one.
5. When it is necessary to connect to a backend system, an API key or Webhook must be created; the authentication process, field mapping, retry mechanisms in case of failures, and logging are all tested in the testing environment.
6. After a limited rollout, monitor the response time, overdue tickets, template delivery, and message costs, then gradually increase the number of collaborators and workflows.

Packages and fees

The number of users, available processes, and certain benefits listed on the page for settlements in Indian rupees versus dollars are not exactly the same; this may be due to differences related to region, account type, or sales plan. It is necessary to refer to the actual settlement details and the contract before making a purchase.

The subscription fee does not include the charges imposed by Meta for WhatsApp template messages; these fees are calculated based on the type of message, the country of the recipient, and the applicable rules. Recharging with Indian rupees also incurs applicable taxes and fees.

Dosage and renewal notes

• For Essential and Scale, the limits for robots, processes, or forms are 100 and 250 respectively; the positioning limits are 1,000 and 2,500 respectively; and the limits for custom additional fields are 10 and 25 respectively.
• The Utility message limits specified in the Indian Rupee plan are 10,000 and 25,000 respectively, but this does not mean that the Meta messaging fees are waived; the actual bill still needs to be determined based on the type of message and the service window.
• Message points can be topped up separately, with each top-up ranging from 100 to 100,000 points; the rate varies depending on the country, category, and Meta’s policies.
• The terms allow for monthly, quarterly, semi-annual, or annual billing cycles, and require written notification of non-renewal at least 30 days before the end of the subscription period; the paid subscription fee is generally non-refundable, with exceptions and cancellation fees subject to the service agreement.
• The cancellation policy states that refunds for eligible cases are usually processed within 5 to 7 business days; however, no uniform criteria for eligibility are specified, and the conditions for a refund should be confirmed in writing prior to signing the contract.

Platforms and suitable use cases

• Customer service and after-sales: Automatically creates tickets for customer inquiries, routes them according to SLA guidelines, handles upgrades, and collects feedback on customer satisfaction.
• Medical services and appointments: Collecting appointment-related data, sending reminders, and handling service requests; however, sensitive health information that goes beyond what is necessary for business purposes must not be sent via messages.
• On-site team: Assigns tasks, collects forms and location data; suitable for maintenance, installation, inspections, and field collaboration.
• Financial and operational notifications: Integration with Zoho Books or backend systems to send template messages related to invoices, quotes, orders, and status changes.

Data, copyright, and commercial usage considerations

• The privacy policy covers names, numbers, company information, device details, contacts, location data, as well as audio, video, and documents submitted by users; companies must establish a legal basis for processing such data before adding contacts and enabling location tracking.
• The general privacy policy states that personal information is typically retained for a maximum of 180 days after an account is deactivated; it can be deleted within 7 to 30 days upon request, although legal obligations may require a longer retention period.
• According to the appendices regarding data processing for customers, the data is stored in Bangalore, India; it is deleted or anonymized within 90 days after the contract ends. Transmission and static encryption, role-based permissions, logging, and daily backups are also provided.
• The general privacy policy and the appendices on data processing specify different rules regarding cross-border data transfers and retention periods; corporate clients should follow the data processing agreement signed by both parties, the requirements for data export, and the list of actual sub-processors.
• The data processing appendix lists sub-processors such as Meta, DigitalOcean, Google, GitLab, Gmail, Zoho Books, and Redington BSP, and stipulates that they must notify the controller within 72 hours of becoming aware of any data breach.
• The platform, along with its software, content, and related technical rights, belong to the operator or licensor; the availability of public development documentation does not mean that the product is open-source. No license for the product’s source code or a version that can be deployed independently was identified in this case.
• Companies remain responsible for obtaining consent from contacts, determining the content of templates, selecting message categories, handling requests to stop marketing communications, managing payments, and ensuring compliance with industry regulations. Meta’s review processes or policy changes can also affect the ability to send messages.

Summary

The value of BizMagnets lies in its ability to connect conversations, tickets, forms, and on-site processes within WhatsApp into manageable business workflows, while also enabling integration with existing systems through APIs and Webhooks.

It is more suitable for organizations that have clear processes, designated compliance officers, and a constant volume of messages. Before making a purchase decision, it is necessary to check the regional packages, implementation fees, Meta message costs, as well as the protocols for mobile identity and data processing.