Product use case menu
Use case
menu.
56 use cases across customer service, sales, marketing, social, insights and workflows. Each one shows what it delivers, what it's built from, and where it runs.
Mix and match use cases to fit how the business works.
Ask for what you need
AIDescribe it the way you'd tell a colleague. Answers come from our real catalog and platform.
01
Customer Serviceخدمة العملاء
Every question answered in seconds, every request owned until it's closed.
24/7 answers from your knowledge
Answers from your documents, FAQs and policies in Arabic or English, in the customer's own dialect. Remembers each customer across visits.ImpactA reply in seconds, at any hour, without adding headcount
WhatsAppWeb chatTelegramEmailHandoffAgentWorkflowSeamless AI-to-human handoff
When a person is needed, the conversation moves to your team with the full context and a summary. The customer never repeats themselves.ImpactNo context lost on escalation; your team only takes what needs them
All channelsTicketsAgentAIWorkflowTickets with an owner and a clock
Requests the agent shouldn't close become tickets, categorised automatically and assigned to the right person. The customer is told when it's resolved.ImpactEvery request accounted for; first-response time measured
All channelsBookingsAgentWorkflowIntegrationAppointments, end to end
Checks live availability and books, reschedules or cancels, or takes a request for staff to confirm. Confirmation and reminder go out on WhatsApp.ImpactFewer no-shows, zero back-and-forth to find a slot
WhatsAppWeb chatOrdersAgentIntegrationOrder status and tracking
Reads the live order from your store or order system and tells the customer exactly where it is and when it arrives.ImpactThe most-asked question answered without a person
WhatsAppWeb chatOrdersAgentWorkflowIntegrationReturns and refunds
Takes the return request with the reason and details, routes it to the team, and sends the refund notice when it's processed.ImpactClean, complete return requests; customers kept informed
WhatsAppWeb chatRoutingAgentSpecialist agents behind one number
Several agents, each with its own job, sit behind one number. Every message is routed to the right one by intent.ImpactSpecialist answers without making the customer choose a menu
All channelsMarketsAgentAn agent per market, in its dialect
One agent per country or brand, each with its own personality and dialect, sharing one knowledge base and one operations view.ImpactLocal experience in every market, run from one place
All channels02
Salesالمبيعات
Every inbound lead qualified on the spot, and orders closed inside the conversation.
Inbound lead qualification
Qualifies every lead against your own criteria, tags its stage, and alerts sales the moment a serious buyer appears.ImpactSales spends its time only on qualified pipeline
WhatsAppWeb chatCRMAgentIntegrationLeads written to your CRM
Creates and updates leads, contacts and notes in your CRM as the conversation happens, with the details already structured.ImpactComplete CRM records with no manual entry
All channelsQuotesAgentInstant quotes
Asks the questions that set the price, then quotes from your price list on the spot and hands over to sales to close.ImpactQuote in minutes instead of a next-day callback
WhatsAppWeb chatCommerceAgentIntegrationOrdering inside the chat
Takes the order end to end in the conversation: items, options, delivery and an explicit confirmation before it's placed.ImpactOrders from customers who would never open the website
WhatsAppWeb chatCommerceAgentIntegrationProduct discovery
Finds the right product from your live catalog based on what the customer describes, with price and availability.ImpactShorter path from question to purchase
WhatsAppWeb chatRevenueAgentUp-sell and cross-sell
Once the customer has chosen, makes one well-timed, relevant suggestion: a better version or a matching add-on. Never pushy.ImpactLarger basket without a sales script
WhatsAppWeb chatLead captureAgentWorkflowLead capture and networking
At events, exhibitions and meetings, contacts scan a code. The agent qualifies them, offers a meeting with your team and logs every lead, booked or not.ImpactEvery contact captured, none lost after the event
WhatsAppFollow-throughAPIWorkflowAgentCRM-driven follow-through
When a deal moves stage or a form is submitted in your system, the right WhatsApp message goes out and the agent carries the reply.ImpactNo deal goes cold between stages
WhatsApp03
Sales Team Workspaceمساحة فريق المبيعات
Every rep's WhatsApp number in one workspace, with the automation, oversight and analytics of a single team.
Every rep's number, one workspace
Each rep's WhatsApp number sits under one organisation. Managers see every conversation; reps see their own.ImpactOne view of the whole sales team
WhatsAppCoexistenceIntegrationReps keep their WhatsApp app
Reps keep chatting from the WhatsApp Business app while tkana logs every message and runs the automations.ImpactNo change for the rep, full visibility
WhatsAppRoutingAgentWorkflowLeads routed to the right rep
A workflow routes every new lead to the right rep by product, region or availability, and notifies that rep on WhatsApp or email with the lead's details and qualification.ImpactEvery lead lands with an owner in seconds
WhatsAppContinuityWorkflowReassign leads when a rep is out
When a rep is on leave or leaves, their leads move to a colleague with the full history attached.ImpactNo lead goes quiet because one person is away
WhatsAppPipelineWorkflowIntegrationAutomation at every pipeline stage
Each stage runs its own actions: a WhatsApp message, a task for the rep, a CRM update, a manager alert.ImpactOne consistent sales process, run by the system
WhatsAppEmailFollow-upsWorkflowFollow-ups that never slip
Scheduled follow-ups for every lead, set by managers for the team or by each rep for their own leads.ImpactNo lead forgotten, for every rep
WhatsAppEmailAnalyticsAIAnalytics and flags per rep
Results per rep, with flags on missed opportunities: unanswered leads, slow replies, deals gone quiet.ImpactMissed revenue caught while it can be saved
All channelsCampaignsWorkflowPersonal campaigns from each rep
Marketing messages sent from each rep's own number, so offers arrive from someone the customer knows.ImpactHigher response than a brand broadcast
WhatsApp04
Marketingالتسويق
The right message at the right moment, and every reply handled by an agent that can close.
WhatsApp campaigns that reply back
Send approved WhatsApp campaigns to the right audience. Every reply is picked up by an agent that answers, qualifies and books.ImpactReplies worked, not just counted
WhatsAppRecoveryWorkflowAgentIntegrationAbandoned cart recovery
When a cart is abandoned, a reminder goes out with the cart details, and the agent answers whatever held the customer back.ImpactLost carts turned back into orders
WhatsAppRecoveryWorkflowIntegrationPayment reminders
Unpaid orders get a timely, polite reminder with the amount and a way to complete it.ImpactFewer unpaid orders, no manual chasing
WhatsAppLifecycleWorkflowIntegrationOrder updates
Confirmed, shipped, delivered and refunded: each update sent on WhatsApp the moment the status changes.ImpactFewer "where is my order" questions
WhatsAppReputationWorkflowRatings and reviews
After delivery or a visit, customers are asked for a rating at the right moment, on the channel they already use.ImpactMore reviews, collected while the experience is fresh
WhatsAppRetentionWorkflowIntegrationBack in stock and loyalty
Customers hear when an item is back, when they earn points, and when it's time to reorder.ImpactRepeat orders driven by timing, not discounts
WhatsAppJourneysWorkflowAPIScheduled journeys
Daily, weekly or monthly sends, or a one-off message scheduled for one customer or thousands, in your local time.ImpactJourneys that run themselves
WhatsAppEmailAudienceAPIAudience sync and segments
Customers synced from your systems, tagged and segmented, so every campaign reaches the people it's meant for.ImpactTargeted sends from data you already have
WhatsApp06
Insights & Qualityالتحليلات والجودة
Know why customers get in touch, where they struggle, and how well the agents perform.
Top contact reasons
Every conversation is labelled with why the customer got in touch, and the labels are merged into one clean list, shown in Arabic and English.ImpactSee what drives volume, then fix it at the source
All channelsRoot causeAICustomer pain points
Recurring frustrations are pulled out of conversations and ranked by how often they come up.ImpactA prioritised list of what to fix next
All channelsSentimentAISentiment across channels
Positive, neutral and negative sentiment tracked across every channel, with trends over time.ImpactSpot a drop before it becomes a problem
All channelsCopilotAIAsk Aida, your copilot
Ask anything in plain language: why volume rose this week, which customers are unhappy, which rep is overloaded. Aida answers from your own data.ImpactAnswers in seconds, without waiting for a report
DashboardPerformanceAIAutomation performance
AI resolution and escalation rates, first response time and hours saved, each compared with the previous period.ImpactThe business case, measured every week
All channelsSummariesAIA summary of every conversation
Each conversation is summarised when it closes, so anyone picking it up gets the story in seconds.ImpactFaster handovers, cleaner records
All channelsTeamAITeam workload and performance
Who is handling what, how many open tickets each person carries, and how quickly the team resolves them.ImpactBalanced workload, visible performance
All channelsReinforcement learningAIReinforcement learning
Every week, real conversations are scored for accuracy, tone and correct actions. Your team approves the corrections, and the agent learns from them.ImpactQuality that compounds, with a human in the loop
All channels07
Workflows & Integrationsسير العمل والتكاملات
Everything after the conversation runs on its own, inside the systems you already use.
Intent detection
Every incoming message is classified by intent, such as a complaint, a booking or a sales enquiry, and sent to the right agent, team or workflow.ImpactThe right response path from the first message
All channelsAutomationWorkflowEvent and scheduled workflows
A message, booking, ticket or order starts a workflow, or it runs daily, weekly or monthly: send a message, alert the team, update a system, run an agent.ImpactThe next step happens without anyone remembering it
WhatsAppEmailIntegrationAPIWorkflowTriggered from any system
Your CRM, ERP or website can start a workflow or schedule a message through a secure webhook or the API.Impacttkana reacts to what happens in your business
APIIntegrationIntegrationLive lookups in your systems
Agents and workflows read and write to your systems in real time: availability, orders, accounts, leads.ImpactAnswers based on live data, not a copy
All channelsAI stepsAIWorkflowAI decisions inside workflows
A workflow step can read a message and decide what happens next, or hand a task to an agent with its full toolset.ImpactAutomation that handles judgement, not just rules
All channelsEmbeddedAPIAgentYour agent inside your own app
The same agent, with the same knowledge and tools, inside your app or product through the chat API. Text and voice notes.ImpactOne agent across every touchpoint you own
APIVoice notesAssistantAPIConnect your own AI assistant
Your team connects Claude or ChatGPT to tkana to book, manage tickets, schedule messages and look up conversations.ImpactOperate tkana from the AI tools your team already uses
MCPTemplatesIntegrationWorkflowPlug-and-play templates
Connect a supported system and a full package installs itself: skills, connections, workflows and message templates.ImpactLive in minutes on supported platforms
All channelsHow it fits together
Five building blocks, any combination
Every use case in this menu is assembled from the same parts, which is why a new one is mostly configuration, not a project.
Building blocks
Handles the conversation
Acts on its own, on events or a schedule
Reads and writes to your systems
Your systems drive tkana
Insight and quality, from every conversation
Where it runs
How we roll out
Discovery
We map your channels, systems and goals.
Observe first
Agents learn from real conversations before replying to anyone.
Gradual launch
Branch by branch, or channel by channel.
A team with you
We stay on to tune and extend after launch.
Built for enterprise
Data in the Kingdom
Hosted in Saudi Arabia, in Dammam.
Any AI model
tkana is the harness. Run the leading model that fits, and switch at any time.
Isolated per organisation
Own agents, data, channels and credentials.
Roles and permissions
Every team sees what it needs. Every workflow run is logged.
Open by design
Full API, webhooks and MCP.
Every customer conversation, turned into a result.
Pricing and scope are agreed with our solutions team, based on the size and needs of the business.
05
Social & Adsالتواصل الاجتماعي والإعلانات
Every ad click, comment and DM answered by the same agent, with ad performance in one view.
Instagram DMs answered by AI
The same agent that runs your WhatsApp answers, qualifies and books from Instagram DMs, with full conversation memory.ImpactInstant replies on the channel your audience discovers you on
InstagramSA-01InstagramAgentWorkflowComment-to-DM
Someone comments "price?" on a post and the agent replies privately, turning a public comment into a sales conversation.ImpactComments become leads instead of unanswered questions
InstagramSA-02CommunityAgentComment and mention replies
Public replies to comments and mentions on your posts and videos, with spam hidden automatically.ImpactAn active, clean comment section without a community team
InstagramTikTokSA-03TikTokAgentTikTok DMs answered by AI
Through TikTok's official Business Messaging API, the agent welcomes, answers, qualifies and books, with suggested questions to guide customers.ImpactTurn TikTok attention into conversations that convert
TikTokSA-04Lead formsIntegrationWorkflowAgentSnapchat lead forms, followed up instantly
Leads from Snap ad forms arrive in seconds; the agent follows up on WhatsApp, qualifies them and places them on the pipeline.ImpactAd leads contacted while they are still interested
SnapchatWhatsAppSA-05AdsAgentAIClick-to-WhatsApp ads
Every click on a click-to-WhatsApp ad lands with an agent that answers, qualifies and books, and each conversation is tagged with the ad it came from.ImpactKnow which ads produce conversations and customers
WhatsAppSA-06InsightsIntegrationAIAd performance in one view
Spend and results from Meta, TikTok, Snapchat and Google Ads side by side with the conversations and leads they produced.ImpactOne view from ad spend to revenue
MetaTikTokSnapchatGoogle AdsSA-07RetargetIntegrationAudiences back to your ads
Send segments built from real conversations, such as hot leads or past buyers, to Meta, TikTok and Snapchat ad audiences.ImpactAds aimed at people who already showed intent
MetaTikTokSnapchatSA-08