The problem
A lead who writes on WhatsApp and waits hours gives up. The school had human support during business hours and a queue that no one measured — so no one knew how much they were losing.
What was built
A connector between the school’s business number and a Worker that logs every message, measures the time to response, and triggers a language model in two modes: responds on its own for routine questions, or suggests the reply for the agent to approve. The dashboard shows conversations, the queue, metrics, and the pairing QR code — all on one page, with per-teacher login.
One detail that matters: the previous history was imported (backfill), so the metrics were born with a past, not from scratch.
What was measured
- Median of 96 seconds between the student’s message and the reply. The average was misleading (17 hours, skewed by abandoned conversations) — which is why the dashboard shows the median, paired with a 24 h ceiling.
- Running in an isolated container, separate from the demo environment, with automatic session recovery.
What the client didn’t have to do
Change numbers, buy a new device, or migrate to a support platform. The phone number stays the same.