Welcome to Wassla

Wassla is an AI customer-support platform serving high-volume customer teams worldwide. It unifies WhatsApp, Instagram, Facebook Page, SMS, voice calls, and an embeddable web widget into a single shared inbox where named AI agents handle conversations alongside your human team. Every reply is grounded in your knowledge base, audited end-to-end, and billed transparently in credits. WASSLA LTD is UK-incorporated (England and Wales) and operates a multi-jurisdiction compliance posture covering UK GDPR, EU SCCs, and Saudi PDPL.

This page is the orientation for new operators. Read it once, then dive into Sign up and create your workspace for the hands-on setup walkthrough.

What Wassla actually is

Wassla is a multi-tenant SaaS that puts an operations layer between your customers and the messaging platforms they already use. Where a generic helpdesk gives you a ticket queue and asks a human to type every reply, Wassla treats the AI agent as the first line of response — answering inside the customer's preferred channel, routing to the right human only when escalation is warranted, and writing everything to one auditable trail.

The product is fully bilingual by default. The UI ships in English and Arabic with verified parity on every key, and right-to-left layout is built in at the CSS level rather than bolted on. Agents reply in the customer's language without configuration, so any business that supports Arabic-speaking customers — anywhere in the world — gets a native experience without extra plumbing.

Who Wassla is for

Wassla is designed for any high-volume customer team that needs real conversational coverage on messaging-first channels without staffing a 24/7 contact center. Typical customers include:

  • E-commerce brands fielding WhatsApp pre-sales and order questions
  • Service businesses (clinics, salons, real estate offices) booking and rescheduling over chat and voice
  • SaaS and digital products handling tier-one support across web widget and email
  • Operations teams that need a single inbox spanning Instagram DMs, Facebook page comments, SMS, and voice

If your team currently juggles WhatsApp on a personal phone, Instagram DMs in a browser tab, and a separate support inbox for SMS, Wassla collapses all of that into one workspace.

Channels supported today

Wassla connects natively to the following inbound and outbound channels:

  • WhatsApp Business Cloud API — text messages and voice calls on the same number, using Meta's official WhatsApp Calling connector and LiveKit for the voice bridge
  • Instagram Direct Messages — through the Meta Graph API, with read receipts and typing indicators
  • Facebook Page — page messages and inbound mentions
  • Twilio SMS — inbound and outbound, with a webhook-driven reply loop
  • Twilio Voice — inbound phone calls with a two-step TwiML state machine, transcribed and answered by the same agent stack
  • Embeddable web widget — a hosted chat surface you drop into your site with a widget key, validated by Origin and rate-limited per visitor

All six channels feed the same unified inbox, write to the same conversation table, and bill against the same credit balance. The same agent can answer across all of them, or you can dedicate an agent per channel.

How Wassla differs from a generic helpdesk

A traditional helpdesk like Zendesk or Freshdesk is human-first: tickets land in a queue and your team types replies. AI features are typically bolted on as a separate "AI assist" panel.

Wassla inverts that model. The AI agent is the default responder. It pulls answers from your knowledge base, runs tool calls (look up an order, create a ticket, transfer to a human), and only escalates when the conversation crosses a rule you set. Humans take over with one click and the agent stays out of the thread until released. The full conversation, every tool call, and every escalation decision is recorded.

Three concrete differences that matter day-to-day:

  1. Voice is a first-class channel, not a phone forward. Inbound voice calls on WhatsApp or Twilio are answered by a voice agent that speaks Arabic and English, transcribes both sides, and writes the call into the same inbox thread as any text conversation on that number.
  2. Pricing is credit-based and transparent. Every billable action (AI reply, voice minute, knowledge embedding, OCR page) costs a documented number of credits. The platform enforces a 5x markup floor over real provider cost and exposes the margin audit to operators.
  3. Pre-live mode is free. New workspaces default to infra_only billing mode — AI spend is gated off until you flip to demo or live, so you can wire up channels, train the agent, and run internal tests without burning credits.

The main concepts

A small vocabulary will take you a long way. These five terms appear throughout the product and the rest of the help center.

Workspace

A workspace is your tenant — the top-level container that holds everything else. It has a name, a slug (used in URLs like app.wassla.io/<slug>), a primary language, a time zone, and a billing balance. Most companies need exactly one workspace. See Sign up and create your workspace for the setup steps.

Channel

A channel is one inbound or outbound surface — a specific WhatsApp number, an Instagram account, a Twilio SMS line, or a deployed web widget key. Each channel is connected through the Channels page, assigned to an agent, and billed against the workspace's credit balance. You can connect as many channels as you need; the inbox merges them into a single view.

Agent

An agent is a named AI teammate with a personality, a role, a knowledge base, and a set of tools. Every workspace ships with four seeded agents (Mona, Adam, Yara, and Sami) so you have someone to assign channels to from day one. Agents are presented to customers as people — never as "Bot" — using the format <Name> #<role> (for example, "Layla #support"). You can hire additional agents, customize their tone, and switch their modality between text-only, voice-only, or both.

Conversation

A conversation is a single ongoing thread with one customer on one channel. It contains the message history, the assigned agent, the human takeover state, any tickets created from it, and the audit trail of every AI tool call. Voice calls on WhatsApp interleave with text messages on the same number in one chronological timeline.

Inbox

The inbox is the unified workspace view of all open conversations across every channel. Teammates see what the AI is handling in real time, can take over a conversation with one click (which silences the AI until they release it), and can filter by status, channel, agent, or assignee. The inbox uses Supabase Realtime so new messages and status changes appear instantly without refresh.

Where to go next

Once you understand the vocabulary, the fastest path to seeing Wassla work is:

  1. Read Sign up and create your workspace for the end-to-end setup checklist.
  2. Wire up your first channel with Connect your first channel.
  3. Bring your team in with Invite teammates to your workspace.

After that, head to the Channels and AI Agents sections of the help center to wire up your first messaging channel and train your agent on real content.