Lesson 8 — Zajil Chat: Your Team and Every Communication Channel in One Place — Conversation Routing, Sales Monitoring, Quotes From the Chat, and an AI Assistant That Replies and Summarises (Qatar 2026)
Lesson 8 — Zajil Chat: Your Team and Every Communication Channel in One Place
Straight answer: Up to lesson seven we talked about your own tools. This lesson is about the moment you can no longer answer everything yourself: one employee replies on WhatsApp, another on Instagram direct, a third on Facebook, and in the evening you ask "who promised this customer a discount?". Zajil Chat from ThreeU gathers customer conversations from WhatsApp, Instagram, Facebook and other communication channels in one inbox, routes them to the team by rules, links every conversation to the customer profile, the order and the quote, shows the manager reply time and sales per employee, and adds an AI assistant (Hudhud) that answers the repetitive, summarises and suggests, from a mobile app.
What you will learn
- Why a unified inbox is the first step to managing a sales team.
- Routing rules and reply times that suit a Qatari store.
- What the manager watches daily and weekly.
- How a quote and an order are created from inside the conversation.
- What the AI assistant does and what you do not leave to it.
First: the unified inbox
| Before | After | |---|---| | Five phones and five pages | One inbox for every channel | | The customer repeats their story to each employee | One profile everyone sees | | Promises are verbal | Every promise written and linked to the conversation | | The manager asks | The manager sees | | An employee leaves and the relationships leave | The conversation and the customer belong to the company |
Second: routing rules and reply time
- Route by product or branch: perfume conversations to one team, ongoing orders to operations.
- Round robin with a cap on open conversations per employee.
- A conversation unanswered for 10 minutes is reassigned automatically or alerts the manager.
- Outside working hours: an honest auto-reply that states when you will follow up, not silence.
- Escalation: a complaint or a return goes to the manager immediately with a summary.
Third: what the manager watches
| Daily | Weekly | |---|---| | Open conversations without a reply | Conversations per employee and their conversion to orders | | Average first reply time | Average time to close | | Promises due today (a call, a quote, a delivery) | Quotes sent and approved | | Open complaints | Repeated customer questions that deserve an answer on the website |
Fourth: from conversation to quote and order
Inside the conversation the employee sees the customer profile and previous orders, creates the quote or the order from a button, the invoice is issued and the confirmation goes out as an official template, and all of it stays linked to the conversation. No copying numbers, no "I will send you the invoice from another device".
Fifth: the AI assistant
The Hudhud assistant in Zajil answers repeated questions (prices, availability, delivery, working hours) from your real store data, summarises long conversations for the manager, suggests the next reply to the employee, and spots the conversation that needs a human and hands it over. What you do not leave to it: exceptional discounts, sensitive complaints, and promises of appointments it does not own.
How the ThreeU system does it
Zajil Chat is part of ThreeU, not a separate app: the official number from lesson 6, the customer profile from lesson 7, and the order, invoice and inventory from lesson 9 all appear inside the conversation. The team works from the Zajil mobile app, the manager sees the numbers in the dashboard, and AI handles the repetitive. With it, the whole company is run from one place: sales, customers, quotes and communication channels. How your team works on one number in practice is in one WhatsApp number for your whole team in Qatar: Zajil.
Lesson exercise
Write the names of your employees who reply to customers and the number of channels each one replies from. Then write three routing rules and a maximum reply time. These are your first Zajil settings, whether you activate them in ThreeU or apply them manually in the first week.
Checklist
- [ ] Every channel in one inbox
- [ ] Written routing rules and a maximum reply time
- [ ] Every conversation linked to a customer profile
- [ ] Quote and order created from inside the conversation
- [ ] The manager reads the daily and weekly board
- [ ] The AI assistant answers only the repetitive
I want to bring my team and communication channels into Zajil Chat
Previous lesson: Lesson 7 — Customer database · Next lesson: Lesson 9 — Automation and AI operations · Academy index
FAQ
Do my employees need a computer?
No; Zajil is a mobile app, and the manager uses the dashboard from a browser or a phone.
What happens when an employee leaves?
Their conversations and customers are reassigned with a tap, because the number and the conversations belong to the company, not their phone.
Does the AI assistant reply to everything?
It answers the repetitive from your store data and hands over what needs a human; you define what it is allowed to do and what is escalated.