Where Customer Requests Get Lost
In most Lebanese businesses, support lives in a chat window: the website chat, a shared WhatsApp number, someone's personal phone. It works until it doesn't. A complaint arrives on Saturday night and nobody owns it. Two colleagues answer the same customer with two different prices. A payment problem sits unread for a day because it looked like every other message.
The problem is not that your team doesn't care. It is that a chat has no owner, no priority and no deadline. Nobody can tell which conversations are waiting, which are urgent and which were already handled — until the customer tells you, usually in a review.
Classic helpdesk tools fix that, but they were built for email, priced per agent seat, and they still leave a person reading every message from scratch.
How the AIWAP Helpdesk Works
1. The AI answers first
The AIWAP chat agent answers on your website widget — and on WhatsApp if you connect it — from your own prices, hours and policies. Most questions end here.
2. A hand-off opens a triaged ticket
When the AI can't or shouldn't answer, it hands over — and a numbered ticket (#1001, #1002…) opens automatically, linked to the chat. The AI fills in the subject, category, priority, the customer's sentiment and language, and a brief: what the customer wants, what the AI already said, and the next step. Angry customers, outages, payment problems and ready-to-buy leads are raised to high or urgent.
3. Your team replies as a named support agent
An agent opens the ticket, reads the brief and the full conversation, and replies. The customer sees “Maya from support has joined the chat” — with correct Arabic grammar for male and female names — and never sees who really answered.
4. Solved — and closed on its own
Use “send and mark solved” to reply and close in one step. An agent reply sets the ticket to pending customer, a customer reply reopens it, and solved tickets close automatically after 3 days. If the same customer comes back, their ticket reopens instead of starting from zero.
Features
- Automatic tickets from every AI hand-off — numbered, linked to the chat, reopened when a customer returns
- AI triage — subject, category, priority, sentiment, language and an agent brief on every ticket
- SLA targets per priority — first reply and resolution; defaults urgent 30 min / 4 h, high 1 h / 8 h, normal 4 h / 24 h, low 24 h / 72 h, all editable
- Queues — all open, unassigned, mine, due within 1 hour, SLA breached, waiting on customer, solved
- Ticket workspace — AI brief, full conversation, reply box, internal notes and an activity timeline
- Virtual support agents — named personas with correct Arabic grammar for male and female names
- Website widget and WhatsApp — one helpdesk for both channels, in English, Arabic and French
- Webhooks — ticket.created, ticket.updated and ticket.solved for your own systems
- Coming soon — email-to-ticket, web forms and a customer status page
Pricing
One flat add-on per workspace with unlimited agents — not a price per seat, as with Zendesk or Freshdesk. Add your whole team without doing the maths first.
One-time initial setup: $500.
Need your data completely separate, as banks and regulated businesses often do? A dedicated instance gives you your own server, database and backups at 3× the plan price, Helpdesk included at the same rate. How it works.
Why LB Clouds
- We run what we sell — the assistant answering on lbclouds.com is AIWAP, the same product you get
- Built and operated in Lebanon — support in Arabic, English and French, priced for regional businesses, payment by Whish or bank transfer
- Arabic done properly — dialect, Arabizi and correct grammar in the agent persona messages, not a translated afterthought
- Nothing to install — one line of code on your website; WhatsApp can be added whenever you are ready
Frequently Asked Questions
What is the AIWAP Helpdesk add-on?
A ticketing system built into the AIWAP AI chat agent. The AI answers first; whenever it hands a conversation to your team, a numbered ticket opens automatically, linked to the chat and already triaged with a subject, category, priority, sentiment, language and a short brief.
How much does the helpdesk cost?
$20 per month per workspace on top of your AIWAP plan, with unlimited agents. Website widget plus Helpdesk is $59 a month; WhatsApp plus Helpdesk is $69. It is included free in the 3-day trial.
Does it work with WhatsApp tickets?
Yes. Tickets open from both the website widget and WhatsApp, and your team replies from the same ticket workspace whichever channel the customer used.
Does it support Arabic?
Yes — English, Arabic and French. When your team replies as a named virtual agent, the join message uses correct Arabic grammar for male and female names.
What are virtual support agents?
Your team replies under named support personas, for example “Maya from support has joined the chat”. Customers see one consistent support team and never see which staff member actually answered.
Is it an alternative to Zendesk or Freshdesk?
For chat-first businesses, yes. Instead of paying per agent seat, it is one flat add-on with unlimited agents, and the AI answers first so your team only handles the conversations that need a person. Email-to-ticket and web forms are coming soon.
Just want the AI chat agent for now? See our AI chatbot for WhatsApp and websites in Lebanon — you can add the Helpdesk any time.
Give every hand-off an owner and a deadline. Start the 3-day trial — no card, Helpdesk included, nothing to cancel. Or talk to us first and we will set it up with you.
Start the free trial