Answer customers in seconds. Lose fewer of them.
Every WhatsApp message becomes a tracked ticket the moment it arrives. Reply from one shared inbox, hit a first-response SLA that actually means something, and keep customers updated automatically — because a slow reply is how a customer becomes a competitor's customer.
A helpdesk built for WhatsApp, not bolted onto one
Most helpdesks are built for email and web chat, with WhatsApp added as one more channel among many. Morasel Customer Care is the other way around: WhatsApp is the whole product, so the number your customers already message is the one your team answers from — no app to install, no new channel for them to learn. Every message a customer sends becomes a tracked conversation with an owner, a status, and a clock, and your team works it from one shared inbox with assignment, tags, and notes. It is WhatsApp-native and Arabic-first, in a market where most competitors are generic omnichannel tools that treat Arabic and the Gulf as an afterthought.
Built to answer fast, not to file tickets
The measure that predicts whether a customer comes back is how quickly you replied — everything here is built around that number.
Reply in seconds, from one shared inbox
Every customer message lands as a tracked conversation the moment it arrives — nothing sits in a personal phone, unseen.
Customers hear back automatically, even when you're behind
Approved WhatsApp templates confirm a message was received, a reply is coming, or a ticket is resolved — so a customer never re-messages wondering if they were ignored.
Every customer tracked, first message to repeat buyer
No conversation falls through the cracks between agents or shifts — the full history stays attached to the customer, not to whoever answered first.
See your first-response time, not just ticket counts
The number that predicts whether a customer comes back is how fast you answered — Care measures that first, and resolution second.
How Customer Care works on Morasel
From a customer's first WhatsApp message to a resolved ticket, without anything falling through the cracks.
Create your workspace
Creating the workspace takes minutes: pick Customer Care as your business, add your team, and set your business hours. This is sign-up — it is not yet a live WhatsApp channel.
Activate WhatsApp with Meta
Between the workspace and the first delivered message sit five gates that belong to Meta, not to Morasel: choosing the number, Meta Embedded Signup, business verification and display name, a first approved template, and a funded wallet. Keep the number customers already have saved — nothing changes on their side.
Every message becomes a ticket
An inbound message automatically opens a tracked conversation — status, priority, and an owner, from the first reply.
Reply from one shared inbox
Assign, tag, and hand off between agents without a customer ever repeating themselves.
SLAs run in the background
First-response and resolution targets track against business hours, so a target that never counted overnight actually holds.
Customers hear back automatically
Approved WhatsApp templates confirm a message was received, a reply is on the way, or a ticket is resolved.
Every Care operation, one page each
Ticketing, SLAs, handoff, the FAQ assistant, after-hours coverage, Arabic support, analytics and the knowledge base — each with its own detail page.
A WhatsApp ticketing system that gives every message an owner
Every WhatsApp message becomes a ticket with an owner, priority, status, and history — one shared inbox on web and mobile, so nothing is left unclaimed.
WhatsApp SLA tracking for first response and resolution
First response and resolution on WhatsApp are measured against your configured business hours, with a breach flag the moment a target is missed.
A shared WhatsApp inbox with assignment and handoff
Assign a WhatsApp ticket to an owner, hand it off to another agent, and the thread never breaks — the new owner sees the full history and internal notes.
A WhatsApp FAQ assistant that hands off to a person
A WhatsApp FAQ assistant answers configured topics from approved articles and hands off to a person for the rest — it never closes a ticket by itself.
WhatsApp after-hours support that keeps every message owned
A WhatsApp message that arrives after hours gets an automatic acknowledgement and stays owned until the next shift replies, once the SLA clock resumes.
Arabic WhatsApp customer support, built right-to-left from the start
The interface, inbox, and iOS and Android apps render right-to-left in Arabic. Agents work in Arabic and English from the same inbox, templates in both.
WhatsApp support analytics built from your ticket history
First-response time, resolution time, and ticket volume by topic and agent, computed from your ticket history for the period you pick.
A knowledge base that grounds every WhatsApp customer service answer
Approved articles — title, topic, language, and approval state — ground the FAQ assistant's answers and staff suggestions on WhatsApp.
One workspace, one primary configuration
A Morasel workspace has one primary business configuration, the vertical its base plan sets, and can enable compatible Morasel applications alongside it, on the same platform and, where supported, the same WhatsApp number. One base subscription per workspace means one vertical, not two.
Verticals — a workspace runs one of these
Applications that run alongside it
What Customer Care's AI does, and does not do
Read from the availability register — the same record our llms.txt and structured data publish.
Available
- Routing and assignment rulesAvailable
- FAQ assistant on approved knowledge-base articles, with human handoffAvailable
Selected pilot
Built and offered to customers in our pilot programme rather than switched on for every account by default — ask us to enable it for your workspace.
- AI-drafted repliesSelected pilot
- Rewrite and tone adjustmentSelected pilot
- Conversation and result summariesSelected pilot
Not supported
Morasel does not do these. They are listed so you do not have to guess.
- Autonomous AI resolutionNot supported
- Automatic translationNot supported
- VoiceNot supported
Seat-priced, so you pay for your team, not your traffic
WhatsApp message costs are already a separate prepaid wallet — the subscription prices the people answering, not the volume they answer.
For growing support teams that need higher limits, more seats, or tailored workflows.
Questions about Customer Care
What is Morasel Customer Care?
A WhatsApp-native helpdesk: every customer message becomes a tracked ticket automatically, your team replies from one shared inbox, and first-response and resolution targets run against business hours — all on the WhatsApp number your customers already use.
How is this different from Morasel for Clinics or Hospitality?
Same platform, different module. Clinics and Hospitality are built around bookings and calendars; Customer Care is built around conversations and tickets. These three are verticals, and a workspace runs one of them — its base plan sets that primary business configuration. The applications that are not verticals, like the WhatsApp Platform layer and the Shopify connector, are enabled alongside whichever one you run.
Do I need my own WhatsApp Business number?
Yes. You connect your own WhatsApp Business number to Morasel, so customers keep messaging the number they already know — nothing changes for them.
What counts toward the first-response SLA?
The time from a customer's inbound message to your team's first reply, measured against your policy's business hours so nights and weekends don't silently break a target that was never realistic to begin with.
Does Customer Care use AI to answer customers?
Partly, and this page says which parts. The FAQ assistant answers from approved knowledge-base articles and hands off to a person; AI-drafted replies, rewrite and tone, and conversation summaries are a selected pilot; autonomous AI resolution is not supported. Those states are read from the availability register above.
How much does it cost?
Plans start at $49/month for 3 team members (Care Core), up to $199/month for 25 (Care Max), with a Custom tier above that. See the pricing page for the full breakdown.
Start replying in seconds
14-day free trial. No card required. Create the workspace today; WhatsApp starts sending once Meta's verification and your first template are approved.