KOVA IQ — the CRM for teams that sell and serve on WhatsApp
Your customers message you on WhatsApp, Instagram, Facebook, Telegram and live chat. KOVA IQ puts every one of those conversations in one place, attaches it to a real customer record, and gives your team AI help, tickets, campaigns and in-chat orders around it.
Messaging is the main interface here, not an add-on to an email-shaped CRM. The customer record, the tickets, the campaigns and the orders are all built around the conversation.
Free plan, no payment details needed. Paid plans from GHS 199/month.
Illustrative sample data. Nothing shown here is a performance claim.
What is KOVA IQ?
KOVA IQ is a messaging-first CRM, support and light commerce platform for African teams that sell and serve customers through WhatsApp, social DMs and live chat.
What it is
One workspace holding your conversations, customer records, AI assistance, support tickets, campaigns and orders. Instead of a chat app on one phone and a spreadsheet on someone's laptop, there is a single place where customer history lives.
How it works
You connect your WhatsApp, Facebook, Instagram, Telegram and website live chat. Messages land in a shared queue your whole team can see. Each conversation attaches to a customer profile, and from there your team can reply, raise a ticket, send a campaign, or take an order.
Who it is for
Founders, operations leads and support managers at small and growing businesses that already run on WhatsApp, and contact-centre teams handling high volumes of chat alongside calls.
Five channels in. One thread out.
The same customer reaches you on whichever app is open. KOVA IQ keeps that as a single conversation, so the record and the team behind it stay whole.
Everything that happens after a customer messages you
Seven parts of the product, each solving a different job. You can use one of them and grow into the rest.
Stop missing messages when they arrive on five different apps
WhatsApp, Facebook Messenger, Instagram DM, Telegram and website live chat arrive in one queue that your whole team works from, with an owner and a private note on every thread.
What this covers (4)
- Every agent sees the same thread, so handover does not lose context
- Conversation states, unread markers and pinned chats keep the queue honest
- Response-time tracking on each conversation
- Live chat on your website with a pre-chat form, typing indicators and file attachments
Answer routine questions without a person typing the same reply again
The AI answers from your own FAQs, knowledge base and product catalogue, drafts replies for agents to approve, and summarises long threads.
What this covers (5)
- Auto-reply built on your content, not generic answers
- Draft replies an agent can edit before sending, so a human stays in control
- Conversation summaries, sentiment and issue categories
- Escalation flags when a conversation needs a person
- Voice notes transcribed to text
Answer a customer without asking them to repeat themselves
Customer 360 is a single timeline per customer. Conversations, tickets, leads, notes, files and past orders sit in one view, whichever channel they came from.
What this covers (6)
- A sales pipeline with your own stages, an owner and a value on every lead
- One profile even when the same person uses several numbers or handles
- Health scoring and sentiment history to spot customers going quiet
- Tags, tiers, custom fields and saved views
- CSV contact import with duplicate detection and an undo
- Consent records, and tools to export or delete a customer's data
Turn WhatsApp support into something you can actually measure
Any conversation becomes a ticket in one click, with a status, a priority, an owner and a clock that keeps running until someone resolves it.
What this covers (5)
- SLA targets on first response and on resolution, checked every fifteen minutes
- Breaches broken out by conversation, by ticket and by agent in a report you can export
- Routing rules, time tracking, and merge or split with an undo
- A self-service portal where customers check a ticket using a one-time code
- Per-agent response and resolution data
Run SMS and WhatsApp campaigns from the same place you hold the customer list
Build a campaign against segments already in your CRM, see the cost before you send, and let the platform stop a send that starts going wrong.
What this covers (6)
- Arkesel SMS campaigns and WhatsApp broadcasts
- Seven ready-made plays and a drag-and-drop automation builder
- Per-recipient cost estimate before you send, billed from a wallet with a full ledger
- Consent gating and hosted unsubscribe links
- Auto-pause on a campaign that trips its safety rules
- Click tracking, scheduled sends, and replies that open a ticket
Take the order in the conversation instead of moving the customer somewhere else
Your product catalogue lives in KOVA IQ, so the AI answers stock questions and an agent can build an order without leaving the thread.
What this covers (6)
- Catalogue with variants, SKUs and images, importable by CSV
- AI helps collect product and order details, then creates a pending order
- You confirm the order, and only then is a Paystack payment link generated
- Offline payments can be marked as received once you have checked them
- Stock decrements with an audit trail, plus dispatch and delivery steps
- Abandoned carts expire on their own
See a problem in the numbers before a customer tells you about it
Eighteen reports across support, agents, channels and campaigns, and a set of alerts that watch for a spike in frustration, negative sentiment or unresolved conversations. Each one measures against your own thirty-day baseline rather than a generic threshold, so it fires on what is unusual for your team.
What this covers (8)
- Support overview, agent scorecards, channel and inbox performance, resolution quality and ticket bottleneck
- Alerts recheck every fifteen minutes, so a bad afternoon shows up the same afternoon
- SLA breach reporting on first response and resolution, with a CSV export
- Workload and capacity reporting, so you can see which agent is carrying too much
- Customer health scoring runs nightly and stages every customer from active to at-risk to dormant
- A campaign that trips its safety rules pauses itself and emails whoever owns it
- An email each morning listing every ticket still open
- Bot operations and suggestion-effectiveness reporting, so you can see whether the AI is helping
Four people who get something different out of it
Founder or SME owner
Wants the business to stop living on staff phones
- Every chat in one place, not on six handsets
- Customer history stays when a staff member leaves
- Follow-ups, campaigns and orders without a spreadsheet
Support manager
Wants numbers instead of a feeling about how support is doing
- Tickets, SLA clocks and breach reporting
- Scorecards per agent and per channel
- A portal where a customer checks their own ticket
Marketing manager
Wants to send to the customer list already in the CRM
- SMS and WhatsApp campaigns from one screen
- Cost per recipient shown before you send
- Consent enforced, and a bad send pauses itself
Operations lead
Wants control over who can do what, and what it is costing
- Roles and permissions across the whole team
- Sender IDs, wallet controls and usage tracking
- API access and integrations
Six places your customers already message you
All of them land in the same queue. Which ones you get depends on your plan.
Channel marks are drawn to match the icon set. Swap in official brand marks at build if the team prefers them.
Three steps to a shared inbox
Create your free account
Nothing to pay. The Free plan gives you one user, WhatsApp and live chat, and an AI bot with 150 replies to test with.
Connect your channels
Link WhatsApp and any social accounts you use, and drop the live chat widget on your website.
Invite your team
Add agents, set roles, and point the AI at your FAQs so it can start handling the questions you answer every day.
Plans that grow with the team
Every plan includes the shared inbox, Customer 360, tickets and campaigns. What changes is how many people, channels and AI replies you get.
Free
For trying it on one number before you commit.
What you unlock
- Shared inbox on WhatsApp and live chat
- Customer 360 timeline
- Tickets and leads
- Conversation analysis
- Users
- 1
- Channels
- 2
- AI bots
- 1
- AI replies
- 150
Starter
For a small team answering chats on more than one app.
Everything in Free, plus
- Facebook and Instagram added to the inbox
- Three agents sharing the queue
- Three AI bots and 20× the reply volume
- Users
- 3
- Channels
- 4
- AI bots
- 3
- AI replies
- 3,000
Growth
For a support desk running every channel at once.
Everything in Starter, plus
- Sales pipeline — move leads through your own stages, with a value on each one
- All six channels, including WhatsApp Cloud and Telegram
- Ten agents
- Five AI bots and 10,000 replies
- Users
- 10
- Channels
- 6
- AI bots
- 5
- AI replies
- 10,000
Business
For a contact centre with volume to match.
Everything in Growth, plus
- Twenty-five agents
- Unlimited AI bots
- 50,000 AI replies
- Sales pipeline across the whole team
- Users
- 25
- Channels
- 6
- AI bots
- Unlimited
- AI replies
- 50,000
Billed in Ghana cedis. You can sign up and pay from anywhere.
Guides on the jobs KOVA IQ does
All published on the Arkesel blog, and written for the jobs on this page.
Frequently asked questions
Is KOVA IQ a CRM or a shared inbox?
Both, and the order matters. Most CRMs are built around email and a list of deals, then treat WhatsApp as an add-on. KOVA IQ starts from the conversation: the messaging inbox is the main interface, and the customer record, tickets, campaigns and orders are built around it. If you mainly serve customers through chat, that is the difference you will feel first.
My staff handle WhatsApp chats on their own phones and I have no oversight. Does this fix that?
Yes. Conversations arrive in a shared queue rather than on individual phones. You can see who is handling what, reassign a conversation, read the full history, and check response times per agent. When someone leaves, the customer history stays with the business.
Which channels can my team work from in one inbox?
WhatsApp through the Official API, WhatsApp Cloud, Facebook Messenger, Instagram DM, Telegram, and live chat on your own website. The Free plan covers WhatsApp and live chat; Starter adds Facebook and Instagram; Growth and Business include all six.
Can the AI answer routine questions on its own?
Yes. The bot answers from your FAQs, knowledge base and product catalogue, so the answers come from your own information rather than a generic model. It can also draft a reply for an agent to approve instead of sending on its own, summarise a long thread, flag conversations that need a person, and transcribe voice notes. You decide how much runs automatically.
Can I sell and take payment inside a chat?
Yes. Your product catalogue lives in KOVA IQ, so the AI can answer questions using real products and stock, and help collect the details for an order. The order is created as pending. Once you confirm it, a Paystack payment link is generated. Payments made outside the platform can be marked as received after you have checked them. Stock adjusts as orders move through dispatch and delivery.
Does KOVA IQ handle support tickets and SLAs?
Yes. Any conversation converts to a ticket with a status, priority, owner and SLA clock. Targets are set for first response and for resolution, checked every fifteen minutes, and breaches are broken out by conversation, ticket and agent in a report you can export. You can also route tickets by rule and track time on each one. Customers can check and reply to their own ticket through a portal secured with a one-time code.
Can I run SMS and WhatsApp campaigns from the same place?
Yes. Campaigns run against the customer data already in KOVA IQ, using Arkesel SMS and WhatsApp broadcasts. You see a per-recipient cost estimate before sending, campaigns are billed from a wallet with a full ledger, consent is enforced with hosted unsubscribe links, and a campaign that trips its safety rules pauses itself. Replies can open a ticket automatically.
Is there a mobile app?
KOVA IQ installs on Android and iPhone as a progressive web app, so your team can add it to a home screen and use it like an app without an app store download. Native iOS and Android apps are not available today.
Voice Connect
If your customers call as well as message, Voice Connect handles the calls and shares the same customer record. Call history sits on the timeline next to the chats, so an agent picking up the phone already knows what happened last week.
Put every customer conversation in one place
Start on the free plan with WhatsApp and live chat. Add channels, agents and AI replies as the team grows.
