The inbox becomes a queue with owners and due dates.
Service requests arrive by email, by WhatsApp and by phone, and in most agencies they live in an inbox. In Certova they are work items on an account, with an owner, a due date and a state.
WhatsApp is a first-class channel, not an integration. In South Florida commercial lines it is where the insured actually answers.
What it does
A shared inbox and a whiteboard.
Triage that has already happened
Inbound messages are classified, attached to the right account and turned into a work item before anyone reads them.
Replies drafted, not sent
Drafted replies are bilingual by default and quote the record they came from.
Approval is not optional
Nothing leaves the agency without a licensed human approving it. That is a structural rule, not a setting.
See this in the walkthrough
The walkthrough shows this module doing the work on a real account, end to end.
See it working