OpenCraftAnswer every customer in seconds, on WhatsApp and Telegram.
OpenCraft builds custom AI customer-service agents that live where your customers already are — WhatsApp and Telegram. They understand intent in Bahasa Indonesia and English, resolve common questions and orders automatically, and hand off cleanly to your team for anything sensitive. Not a rigid keyword bot — a grounded assistant that knows your business.
Who this is for
Teams drowning in repetitive WhatsApp messages
Order status, pricing, opening hours, and the same five questions all day. AI handles the repetition so your agents focus on the conversations that actually need a human.
Businesses losing sales to slow replies
Customers expect an answer in minutes, not the next business day. An always-on agent responds instantly at 2am, during sales peaks, and on public holidays alike.
Operations leaders who need control and safety
You want automation without the brand risk of a bot going off-script. We build approved-answer guardrails and human-in-the-loop escalation for anything outside the safe zone.
How it works
Four phases from conversation audit to a live, monitored agent. The assistant is grounded in your real content and escalates to humans by design — no hallucinated answers to customers.
Conversation Audit
1-2 weeks
We analyze your real WhatsApp and Telegram history to map the questions customers actually ask, your highest-volume intents, and where conversations stall today. The output is an automation map: what can be fully automated, what needs a human, and what to escalate.
Knowledge & Channel Setup
2-3 weeks
We ground the agent in your real content — product catalog, FAQs, policies, pricing — and connect it to WhatsApp Business API and the Telegram Bot API. Tone and brand voice are tuned in Bahasa Indonesia and English from day one.
Guardrails & Escalation
1 week
We define the safe answer zone, build human-in-the-loop handoff for sensitive cases (refunds, complaints, edge cases), and test against real conversations so the agent never improvises on anything it shouldn't.
Go-Live & Optimization
Ongoing
We deploy with live dashboards for deflection rate, response time, and escalation volume. The agent improves as we feed back real conversations, and monthly reviews keep answers accurate as your products and policies change.
What you get
Custom AI agent live on WhatsApp Business API and/or Telegram
Knowledge base grounded in your catalog, FAQs, and policies
Bilingual understanding (Bahasa Indonesia + English) with your brand tone
Human-in-the-loop escalation rules and agent handoff
Dashboard for deflection rate, response time, and conversation volume
Monthly accuracy reviews and knowledge-base updates
Frequently asked questions
Does this use the official WhatsApp Business API?+
Yes. We build on the official WhatsApp Business Platform (Cloud API) so your number stays compliant and won't get banned, unlike unofficial automation tools. For Telegram, we use the official Bot API. Both support rich messages, quick replies, and seamless handoff to a human agent.
Will the bot give wrong answers or make things up?+
No. The agent is grounded in your approved content and only answers from what it knows. For anything outside its safe zone — refunds, complaints, unusual requests — it hands off to a human instead of guessing. You control exactly what it is and isn't allowed to handle autonomously.
Can it understand Bahasa Indonesia, slang, and mixed language?+
Yes. The models we use handle Bahasa Indonesia, English, and the mixed everyday language Indonesian customers actually type — including common slang and abbreviations. We tune tone and vocabulary to match how your brand speaks.
Can it do more than answer questions — like check orders?+
Yes. Beyond FAQs, we can integrate the agent with your systems to check order status, share tracking, capture leads, book appointments, or trigger workflows. The scope is defined in the conversation audit based on what drives the most volume for your team.
How long until it's live?+
A typical build is 4-6 weeks: 1-2 weeks auditing real conversations, 2-3 weeks grounding the knowledge base and connecting channels, then guardrails, testing, and go-live. You start seeing deflection of repetitive messages within the first weeks of launch.
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Learn moreReady to automate your customer support?
Book a 30-minute call and we will review your WhatsApp and Telegram conversations, identify what AI can handle safely, and scope the first build.
Talk to us