Waya · Contacts and help centre

Every customer has a file. Not twenty loose threads.

A profile per person with everything they have written, on whichever channel, plus the data your business needs to keep. Alongside it, a help centre that answers on its own the questions your team answers by hand today.

See the help centre → Book a demo
6
Custom field types
1
A profile per customer
∞
Help portals
RQ
Rosa Quispe
Bodega San Martín · Ate, Lima
ACTIVE
wholesale 30-day credit east zone
RUC 20512345678
Phone +51 987 ··· 210
Delivery day Tuesday
Conversations
Delivery enquiry today
Call · rescheduling 2 Sep
Reply to a story 14 Aug
Team note
Prefers to be told the night before. Does not take deliveries after 18:00.
The whole history Custom fields
Contacts and content A unified profile across channels Saved segments Unlimited help portals Your own domain with a certificate
The profile

What the agent needs to know before replying.

The profile builds itself from what comes in through the channels, and you complete it with whatever your business needs. When the same customer shows up twice, you merge the profiles and the history joins up.

Full history

Every conversation from every channel, in order and tagged by channel. Recorded calls included.

No breaks

Team notes

What one agent learned and the next needs to know, with date and author. The customer never sees them.

Internal

Tags

Wholesale, in arrears, south zone, new customer. The same tags work for filtering, for segmenting and for the reports.

Cross-cutting

Custom fields

Six types available: text, number, link, date, dropdown and checkbox. They apply to the contact and to the conversation.

Built for you

Pre-chat form

What you ask the visitor before the chat opens drops straight into the profile. Nobody asks for the tax ID twice.

It fills itself in

Import and API

You upload your base as CSV or sync it through the API with the system you already use. Duplicates are detected and merged.

CSV and REST
Segments

The filter you built once, saved for good.

You combine conditions until you find the group you want and save it with a name. From then on that segment works for filtering the inbox, launching a campaign, or simply knowing how many there are.

  • They combine with AND and OR, with no limit on conditions
  • They filter by tag, channel, country, custom field or date
  • They are used as campaign recipients
  • The same filters are saved as folders in the inbox
  • Bulk editing across the whole segment
Saved segments
142
Wholesalers
30-day credit
89
In testing
Less than 30 days
256
East Lima zone
Tuesday delivery
23
No purchase in 60 days
For a campaign
Help center

Write it once and stop explaining it.

A public portal with your articles, searchable from the chat widget and from Google. It is what brings repeat queries down, and it is also where the AI draws its answers from.

ayuda.tuempresa.pe SSL ACTIVE
how do I change the delivery address?
Changing the address on an order in transit 98%
You can change it until the order leaves the warehouse…
Delivery zones and days 72%
East Lima on Tuesdays and Fridays; North Lima…
AI search · it understands the question, not just the words

One portal, or several.

You can have just one, or split by product and audience: one for your customers, one for your resellers and a technical one for whoever uses your API. Each with its own name, logo and domain.

  • Unlimited portals from the same panel
  • Categories, draft and published, with preview
  • An editor with images, video and code blocks
  • Your own domain with a certificate included
  • A title and description for Google on every article
  • Per-language versions, each with its own status
  • A search box embedded inside the chat widget
  • Views and helpfulness rating per article
Multilingual

The same article, in the language of whoever reads it.

Every article can have its own version per language, each with an independent status. The visitor lands on theirs without choosing anything, and you see at a glance what is left to translate.

Article · Returns policy
ES Spanish · Peru PUBLISHED
EN English DRAFT
PT Portuguese NOT STARTED
Questions

What people ask about contacts and content.

Does Waya replace my CRM?
It depends what you use the CRM for. If you use it to know who the customer is, what they wrote and what was promised, then yes: that lives better where the conversations happen. If you use it for sales pipeline, quotes and invoicing, no: there it is worth keeping both and connecting them through the API. We look at it with your case in the demo.
Can I store data only my business uses?
That is what custom fields are for. You create as many as you need from six available types, and they can be filled in by hand, from the pre-chat form, or through the API from your system. A workshop stores the number plate, a clinic the case number, a distributor the delivery day.
Does the help centre live on my domain?
Yes, if you want. You point a subdomain such as ayuda.tuempresa.pe and the certificate generates itself. That matters for Google: the articles rank under your domain, not ours.
How many articles does it take to be useful?
Fewer than you think. The fifteen or twenty your team repeats every day already make a difference. The quick way to find them is to look at the saved replies your agents use most: that is exactly what should be published.
What happens to the data if I stop using Waya?
They export. Contacts, conversations and articles come out in open formats and they are yours. On a source-code installation the database has been on your server since day one anyway.
Waya by Búho

Start with the twenty articles your team already types them by hand.

We help you pull them out of your own conversations and get them published on your domain.

Book a demo → See all features
Unlimited portals Your own domain with SSL Your data exports

We close the gap between your business and technology. E-invoicing, messaging and cloud services for Peru and Colombia.

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