We want to set up a complete omnichannel customer support system for the business and this is exactly how we want it: 1. Central Number • One phone number (WhatsApp, SMS, and calls) that all customers use • Customers can call back this number anytime • No SIM cards needed; everything goes through a cloud/virtual number 2. Multi-Agent Dashboard • Staff log in to a single dashboard or app to handle all interactions • Agents can answer WhatsApp messages, SMS, emails, and calls from the same number • Click-to-call and reply directly from the dashboard 3. Case/Ticket System • Every customer message or call automatically creates a ticket • Agents can update action points, resolve, and close tickets • Dashboard logs which agent handled each interaction 4. Call Recording & History • All calls and conversations are recorded • History is stored in the dashboard linked to each customer 5. Analytics & Reporting • Track agent activity, response times, number of tickets handled • Supervisors can see performance and quality of service 6. Automation • AI auto-responses for common questions (optional) • Summarize calls/chats for ticket updates (optional) • Scheduled yearly messages to customers (birthdays, renewals, anniversaries) 7. Platform Preference • Use ready platforms like Wati (WhatsApp), Aircall (calls), Twilio, and a no-code CRM/dashboard • Fast, easy, and cost-effective setup Goal: Customers interact via one number, multiple agents can respond, everything is logged automatically, and yearly messages are sent without manual work.