Coale-Chat
Sell where your customers already chat
Coale-Chat turns WhatsApp, Messenger, Instagram DM, SMS, and voice into sales channels. A declarative bot flow engine guides customers from browse to checkout, LLM-powered tools search ERPNext inventory and build carts, and payments flow through M-Pesa STK, Stripe, or Razorpay—everything syncing back to ERPNext Sales Orders and Payment Entries.
Key capabilities
Six-Channel Unified Inbox
One conversation stream across WhatsApp Cloud API, Meta Messenger, Instagram DM, Twilio SMS, Twilio Voice, and a self-hosted Web Chat widget. Every inbound message normalizes into a single Conversation/Message model with provider-agnostic routing.
Declarative Bot Flow Engine
Build conversation flows with step kinds: send text, send template, ask questions, branch on answers, call tools, set state, or hand off to a human. Intent matching routes via keywords, regex patterns, and quick-reply payloads—no code required.
LLM-Powered Commerce Tools
Pluggable LLM adapters—Ollama (local or cloud), Claude, or OpenAI—drive a tool registry that searches ERPNext items, checks prices, adds to cart, views cart, confirms orders, and checks order status. The cart promotes directly to a Quotation and Sales Order.
Multi-Payment Integration
Accept payments via M-Pesa STK Push (Kenya), Razorpay (India), and Stripe (global). Sales Order submission auto-creates the right payment link by currency—KES triggers M-Pesa, INR triggers Razorpay, everything else triggers Stripe. M-Pesa B2C payouts handle refunds.
Agent Assignment & SLA
Priority-ordered assignment rules match conversations by channel, state, language, or customer pattern. Strategies include round-robin, least-loaded (live open-conversation count), and specific-user assignment. SLA profiles track first-response and resolution targets with automatic breach detection every 5 minutes.
A/B Testing for Bot Flows
Run controlled experiments on bot flows with stable SHA-256 bucketing so customers stay in the same variant. Success metrics like payment completion auto-increment per-variant counters, letting you optimize conversion by flow design.
Business Hours & Compliance
Set per-channel business hours with timezone-aware auto-replies outside operating times. STOP and START keywords manage opt-in/out status automatically. Marketing templates require explicit opt-in. GDPR-style data export and deletion tools are manager-only.
ERPNext Native Integration
Sales Order submission notifies the customer in-chat and auto-creates a payment link. Payment Entry confirmation sends a receipt message back to the conversation. Item searches query live ERPNext stock and prices. Customers auto-link to existing ERPNext Customer records by phone.
Agent Inbox SPA
A Vue 3 + frappe-ui agent dashboard at /coale-chat gives your team a real-time conversation view with message history, customer context, bot handoff controls, and assignment status. Agents reply directly from the desk without switching apps.
Why teams choose this
- Open sales channels on WhatsApp, Instagram, Messenger, SMS, and voice without separate apps
- Let customers browse inventory and build carts inside chat with LLM-powered natural language
- Auto-create ERPNext Sales Orders and Payment Entries from every completed chat purchase
- Never miss a response with SLA timers and breach alerts checked every 5 minutes
- Accept M-Pesa, Stripe, and Razorpay with currency-aware automatic provider selection
- Optimize bot conversion with built-in A/B testing and payment-success tracking
- Respect customer privacy with automatic opt-out handling and GDPR data tools
- Manage all channels from one Vue 3 agent inbox without leaving ERPNext