One Inbox For Every Customer Conversation.
WhatsApp, calls, email, Instagram and USSD land in one place. Every conversation files under the person it is about, and what needs work becomes a case with an owner.
Built To Finish What Every Conversation Starts
Four capabilities that carry a message from the channel it arrived on to an outcome someone owns.
Cases resolved
Last 9 months
Repayment showing as unpaid
HighOwner:Amina
Case:CASE-4471
Neema wrote at 09:12
WhatsAppNeema called at 11:04
Phone callCase clock
3h 11m
left of 4h
- 3h 11m left
CASE-4471 · Reconciliation · Amina
Repayment showing as unpaid
- 23m left
CASE-4468 · Finance · Asha M.
Refund not received after cancelled trip
- Resolved
CASE-4460 · Operations · Juma K.
Delivery marked complete, parcel missing
- 2h 05m left
CASE-4474 · Reconciliation · Amina
Statement for August not received
- 1h 40m left
CASE-4477 · Operations · Juma K.
Booking change after route disruption
- 41m left
CASE-4479 · Front desk · Asha M.
Appointment moved, customer not told
Where Customer Problems Get Lost
A message, a call, a bot session: each captures a fragment, and nothing joins them up for the customer.
Split Records
One record on WhatsApp, another on the phone line, a third in your core system.
Invisible Promises
The agent who picks up the call cannot see what a colleague committed to yesterday. The promise lives in one person’s head, not the record, so the customer must remind you.
Ownerless Chats
The chat closes, everyone assumes someone has it, and the customer returns a week later.
Repeated Stories
They retell the story, the team re-verifies the same details, and everyone's patience gets shorter.
Vanity Metrics
You know how many conversations happened. You do not know how many problems were solved.
Everything Owned
Every message, call and bot session gets resolved, is deliberately closed, or becomes owned work.
Ghala CRMBuilt For Customer Operations
Ghala CRM is organised around the customer's issue and its journey to a verified resolution, not around a sales pipeline. It sits above your channels and beside the systems that hold your real data, and replaces neither. Your loan book, orders, bookings or records stay where they are; the CRM reads from them.
- Instagram DM
- Messenger
- Phone calls
- Chatbot
- Web chat
- SMS
- USSD
- Signed webhook
Connect The Channels You Already Use
From First Message To Fixed
One disputed repayment, followed from the first WhatsApp message to the closing one. Resolved in 4 h 26 m.
My repayment is showing as unpaid.
Matched BORROWER-88214
Step 1
Recognise Who Is Writing
Her WhatsApp lands on the record her number already matches. Nobody asks her to confirm four details.
CASE-4471 · Amina
- Phone call
- Loan system
Step 2
One Case, One Owner
CASE-4471 opens with an owner and a due time. Her call later lands on the same case.
Is my repayment sorted now?
Pole Neema, payment reconciled.
CASE-4471 is closed.
View the caseStep 3
Close Where They Wrote
The outcome is recorded and the closing message goes out on WhatsApp. She only explained it once.
Reads Every Conversation, In Swahili Or English
Replies Ready To Send
Drafted in the customer's language; send or edit it.
Ask In Plain Words
Questions answered from your cases, messages and connected knowledge.
Every Answer Shows Sources
See exactly which cases and messages it read first.
Which repayment disputes from last week are still open, and who owns them?
Supervisor
Three are still open. Two are with Amina in Reconciliation, both due today; one with Juma is waiting on the customer since Thursday.
Suggested reply · WhatsApp
Pole Neema. Nimefungua kesi CASE‑4471, tutakurudia kabla ya saa saba.
Customers Follow Their Own Requests
A hosted portal and an embeddable widget. The customer raises a request, gets a reference, and follows it live to the closing message.
Help
ResolvedRepayment showing as unpaid
CASE-4471
Request received
09:12
Owned by Amina, Reconciliation
09:13
Payment reconciled
13:38
Latest update
Payment reconciled. Closing message sent on WhatsApp at 13:38.
Follow It Live
A reference to quote and live status, without asking anyone where it stands.
- index.html
<body> <main>…</main> <script src="https://crm.ghala.io/help.js" data-workspace="your-team" defer></script></body>One Script Tag
Embed the widget on your site; each request lands as an owned case.
WhatsApp
Pole Neema, your repayment is reconciled. CASE‑4471 is now closed.13:38Closed On WhatsApp
The closing message goes out on the same channel the customer wrote on.
Everything In The Workspace
Eight areas, named the way the sidebar names them, organised around the customer's issue rather than a sales pipeline.
Inbox
Every conversation from every channel in one list: who is waiting, on what, and for how long.
Customers
One record per person: verified identifiers, consent, and every interaction on one timeline.
Cases
Type, priority, owner, due time and outcome on every piece of work, seen before a breach.
Tasks
The back-office steps behind a case, with owners and due dates the front line can see.
Help portal
A hosted page and an embeddable widget where customers raise and follow their own request.
Ask
Ask the workspace a question in plain words and get an answer with what it read.
Reports
Cases opened, resolution rate, first reply and time to resolve as medians, by outcome and channel.
Integrations
WhatsApp, calls, Gmail, Instagram, Messenger and a chatbot in a few clicks; the rest by webhook.
For The People Who Hold The Story
Service-first. The primary user is the person handling the issue, not the person forecasting the quarter.
Frontline Agent
Understand the customer quickly and resolve or hand off correctly.
Needs
One inbox, the whole history, a suggested reply, little typing.
Supervisor
Balance the load, stop breaches before they happen, coach the team.
Needs
The attention queue, due times, who has what, reports.
Back-Office Resolver
Finish the specialist step without losing the customer's context.
Needs
Tasks with owners, notes on the case, controlled access.
Operations Manager
Find the failures that repeat and fix the process behind them.
Needs
Resolved by outcome, repeat contact, time to resolve.
Administrator
Set up teams, roles, channels, the portal and the integrations.
Needs
Settings safe to change, and an audit trail of every change.
Executive
Know whether service is getting better and what it costs.
Needs
Outcomes over a period, not message counts.
Priced With The First Teams
We would rather price this against what it is worth to your operation than guess in a spreadsheet. Implementation and custom integrations are quoted separately.
Starter
Small teams handling service on one or two channels.
Set with you
- Customer profiles and the timeline
- Inbox and cases with owners and due times
- The Help portal
- Reports
- WhatsApp, phone calls, Gmail, Instagram, Messenger and a chatbot
Business
Most teamsMulti-team operations with real service commitments.
Set with you
- Everything in Starter
- Teams and access roles
- Tasks and back-office hand-offs
- Ask, with your own knowledge connected
- The audit trail, and outbound webhooks registered for you
Enterprise
Regulated or complex organisations.
Set with you
Talk to us- Everything in Business
- Sign-in through your own identity provider
- A dedicated tenant, or a private deployment
- Bespoke integrations
- Service-level commitments
What You Would Ask On A First Call
Straight answers to the questions operations teams ask before they sign in.
Something else? Write to hello@ghala.io
Pick One Workflow. See It Finished.
Signing in commits you to nothing. You get a workspace, connect a channel, and look around. If it fits, we build a pilot around one workflow and measure it against your baseline.
Email
hello@ghala.ioPhone
+255 699 920 009Office
SkyCity Mall, 9th Floor, Dar es Salaam