Turn busy WhatsApp groups into accountable operations.
Bow Chat monitors selected WhatsApp Web groups, identifies client messages, opens one tracked incident per unresolved group issue, measures first response and keyword-based resolution SLAs, and alerts admins when deadlines slip.
Group SLA monitor
Client message to tracked resolution
Client message
A configured client number sends a message inside a monitored WhatsApp Web group.
One open ticket
Additional client messages in that group are appended to the same unresolved incident.
First response
A staff participant or Bow Chat agent reply closes the response SLA.
Resolution
A configured keyword or approved extension controls the resolution SLA.
Capabilities
Designed for groups where response time and closure matter.
WhatsApp groups are fast, informal, and easy to miss. Bow Chat adds operational structure without forcing the team to abandon the group.
Monitor selected WhatsApp Web groups
Discover groups from WhatsApp Web inboxes, choose the inbox, and enable tracking only for the groups that need operational oversight.
Define client numbers
Paste the phone numbers that should be treated as clients for each group. Any other group participant is treated as staff for SLA handling.
Track first response time
Set the number of minutes within which staff must reply after a client message opens or updates an unresolved group incident.
Track resolution time
Set the expected resolution window separately from reply time, so teams can respond quickly while still owning the actual outcome.
Resolve with keywords
Use operational phrases such as quotation closed or print preview sent to mark the ticket as resolved when staff posts the update.
Notify admins on breach
When a resolution SLA is breached, send a summary alert to configured phone numbers or another WhatsApp group conversation.
How it works
From group message to SLA incident.
The workflow separates reply accountability from true resolution, which is the difference between answering a message and actually closing the work.
Client message arrives
If the sender is in the configured client list, Bow Chat opens an incident for that monitored group.
More client messages arrive
Messages are appended to the same unresolved incident instead of creating a noisy ticket per message.
Staff replies
Any non-client group participant or Bow Chat outgoing reply can satisfy the first response SLA.
Staff quotes a message
When quoted-message metadata is available, Bow Chat tries to match the staff action to the quoted client message.
No quote is available
The workflow falls back to the oldest unresolved incident in that group, keeping the operating model simple.
Resolution keyword appears
A staff message containing a configured phrase marks the incident resolved and records the matching keyword.
Deadline needs to move
Staff can post a phrase like revert by 5:00pm 28/04/26 to extend the resolution deadline.
Resolution is missed
If the incident stays unresolved past the deadline, Bow Chat marks the breach and can notify configured admins.
Setup guide
Configure the policy per group, not as a vague account-wide promise.
Different groups often have different urgency. A vendor group, key account group, and internal coordination group should not all need the same SLA.
Connect the WhatsApp Web inbox
Use a Bow Chat WhatsApp Web inbox for the number that participates in the operational groups. The group monitoring workflow is intentionally scoped to WhatsApp Web group conversations.
Open Group SLAs in Bow Chat Panel
Select the right organization panel, choose the WhatsApp Web inbox, and review the discovered group conversations for that inbox.
Enable the groups that matter
Turn monitoring on only for the groups where response and resolution ownership should be tracked. Leave casual or internal groups unmonitored.
Add client phone numbers
Enter the customer, vendor, partner, or client numbers whose messages should open incidents. Staff numbers do not need to be listed.
Set reply and resolution windows
Configure the first response SLA minutes and the resolution SLA minutes separately for each group, based on the workflow's urgency.
Add resolution keywords and alerts
Add the exact phrases staff should use to resolve a ticket, then optionally enable breach notifications to phones or group conversation IDs.
Resolution is explicit, not guessed.
The team defines the language that counts as resolution. This avoids treating any staff reply as closure and makes the operating habit clear for agents, supervisors, and clients.
Keyword-based closure
Use business-specific phrases that staff already understand and can repeat consistently.
Quoted reply matching
When available, quoted reply metadata helps match staff action to the correct client message.
Deadline extension
Use a trained phrase like revert by 5:00pm 28/04/26 to move the resolution deadline with an audit trail.
Incident history
Keep the client snippets, counts, due times, breach state, extension details, and resolution record in one panel.
Notify the right people when a group issue slips.
Resolution breach notifications can go to individual phone numbers, another WhatsApp Web group conversation, or both. The alert is written for admins who need context without opening every group manually.
Group name and Bow Chat conversation link
Client name or phone number
Client message snippet
First client message time in IST
Original and final resolution due time
Latest extension details when a deadline was moved
Current unresolved status
Relevant teams
Useful wherever business-critical work happens in groups.
The strongest use cases are teams where the group is already the operating channel, but leadership needs better accountability.
Hotels and hospitality
Track guest service, housekeeping, maintenance, vendor, and banquet groups where a missed reply can become an operational escalation.
Real estate and channel sales
Monitor broker, project, site-visit, customer, and channel partner groups with clear reply and closure ownership.
Logistics and transport
Track shipper, driver, branch, hub, or dispatch groups where delayed updates create downstream customer pressure.
Education and admissions
Monitor class, parent, admissions, batch, counselor, or event groups where teams need accountable follow-up.
Healthcare operations
Track clinic, diagnostics, home-care, pharmacy, and care-coordination groups while keeping escalation visibility central.
Construction and field service
Monitor site, contractor, supervisor, materials, maintenance, and service groups with deadline-based closure.
Automotive and workshops
Track workshop, parts, fleet, insurance, service advisor, and customer groups where status updates matter.
B2B distribution teams
Monitor retailer, dealer, distributor, supplier, and key account groups without relying on manual admin supervision.
FAQ
Is this for WhatsApp Cloud API groups?
No. The current solution is intentionally scoped to WhatsApp Web group conversations in Bow Chat. It should not be presented as a generic WhatsApp Cloud API group feature.
Does every group message create a new ticket?
No. Client messages in the same monitored group are grouped into one unresolved incident until staff resolves it. This keeps busy groups from becoming noisy ticket factories.
How does Bow Chat know who is a client?
Admins configure client phone numbers per monitored group. Messages from those numbers open or update incidents; other participants are treated as staff for response and resolution actions.
What counts as a first response?
A reply from a non-client group participant or an outgoing Bow Chat agent message in the same group can satisfy the first response SLA.
How does resolution work?
Resolution is keyword-based. Staff use configured phrases such as quotation closed, print preview sent, ticket closed, or any business-specific phrase the admin defines.
Can staff extend a resolution deadline?
Yes. Staff can use a trained phrase such as revert by 5:00pm 28/04/26. If the date is omitted, the workflow uses the message date in IST.
Who gets notified when an SLA is breached?
Admins can configure breach notifications per monitored group. Targets can be individual WhatsApp phone numbers, WhatsApp Web group conversation IDs, or both.
Is this a replacement for the normal Bow Chat inbox?
No. It is an operational solution for groups that need SLA visibility. The normal Bow Chat inbox remains the shared workspace for conversations, assignments, notes, and team replies.
Bring SLA visibility to the WhatsApp groups your teams already use.
Start with one high-value group workflow, define the client numbers and resolution language, then expand monitoring across the operational groups that need oversight.