Javna Launches AI-Powered Unified Customer Engagement Platform Across MENA
Javna has introduced an AI-powered Unified Customer Conversation Platform that brings WhatsApp Business, SMS, Instagram, Messenger, webchat, notifications, verification services, campaigns, and AI chatbots into one system. For support teams, this means fewer tabs, cleaner workflows, and a single source of truth for customer conversations.
The platform unifies conversations, automation, and customer data so agents can deliver consistent, personalized responses in real time. It's built for enterprises and fast-growing teams that need scale without adding more tools or manual effort.
What this means for customer support teams
- One workspace for all channels: view threads, history, and context in a single timeline.
- Faster responses with AI-powered routing, triage, and suggested replies across high-volume queues.
- Lower handling costs by automating FAQs, authentication, and status checks before handing off to agents.
- More reliable delivery through direct operator connectivity and enterprise-grade messaging infrastructure.
- Stronger CSAT and retention with personalized messaging and consistent follow-ups across channels.
- Better visibility with performance insights across SLAs, AHT, FCR, and agent productivity.
Key capabilities at a glance
- Unified inbox for WhatsApp Business, SMS, Instagram, Messenger, webchat, notifications, and campaigns.
- AI chatbots and automation to deflect routine tickets, collect details, and trigger workflows.
- Verification services for secure interactions and smoother account or transaction checks.
- Analytics and reporting to track engagement, delivery, and conversion across channels.
- Native Arabic and English support with a full RTL experience for teams and customers across MENA.
- Flexible APIs plus no-code tools so devs and ops can ship fast without heavy lift.
- Enterprise-grade security and compliance for regulated sectors.
- High-performance messaging with direct operator connectivity for scale and reliability.
Built for the MENA market
The platform supports e-commerce, healthcare, logistics, fintech, hospitality, and government use cases where speed, clarity, and trust are non-negotiable. Arabic-first design and RTL support reduce friction for agents and customers, while policy and data controls align with regional needs.
How to get value in the first 30 days
- Map your top five contact reasons and route them to bots or queues with clear SLAs.
- Automate FAQs, order status, appointment booking, and verification flows.
- Set up intent-based routing with sentiment checks and priority escalation rules.
- Define smooth handoffs from bot to agent with conversation summaries and suggested replies.
- Connect your knowledge base and CRM so agents see history, preferences, and past resolutions.
- Track AHT, FCR, CSAT, and queue backlog; iterate weekly on prompts, workflows, and macros.
- Establish data retention, access controls, and audit logs aligned with compliance requirements.
Why this matters for support leaders
Fragmented tools slow down agents and break context for customers. A unified system trims response times, cuts operational overhead, and makes every interaction feel consistent-no matter the channel.
Helpful links
- Meta's WhatsApp Business Platform docs for channel behavior and best practices.
- AI courses by job: Customer Support to upskill your team on automation and prompt workflows.
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