Support at most SMBs in Ecuador lives on WhatsApp — and that’s exactly where it gets lost. The customer writes in with a problem, someone replies when they can, the issue gets half-resolved and nobody logs it. Three days later the same customer writes again, a different agent who knows nothing about the case picks it up, and it all starts from zero. The channel is right. What’s missing is the system behind it.
Dash is that system: software to manage support tickets, integrated with WhatsApp. If Nano brings order to how your company sells over WhatsApp, Dash brings order to how your company supports — the same engine, applied to support.
Support over WhatsApp gets lost in the chat
Running support without a system has a cost that shows up on no invoice, but you feel it:
- Messages left unanswered because they arrived while nobody was watching.
- The same problem explained three times to three different agents.
- Zero visibility into how long your team takes to respond and resolve.
- No record of what breaks most often — so the root problem never gets fixed.
Good support software isn’t bureaucracy. It’s what turns reactive attention into a service you can measure — and improve.
What support over WhatsApp has to consider
Building support on top of WhatsApp properly forces you to solve a concrete list of things. Here’s what Dash considers.
From conversation to ticket, without friction
First: every support conversation has to be able to become a ticket without taking the customer out of WhatsApp or making the agent copy and paste. Dash takes the inbound message and turns it into a ticket with its number, its contact and its context — the customer keeps writing as always, and everything is logged behind the scenes.
Assignment and routing: each agent, their queue
Just like Nano, Dash ships with multi-user WhatsApp: several agents work the same number, but each ticket is assigned to an owner. That kills the double work and the “I thought you had it”. Each agent has their queue, handoffs are logged, and nobody works blind on a case someone else started.
SLAs: priority and times that get measured
The heart of serious support. Every ticket should carry a priority (from a full outage to a minor question) and a service-level agreement (SLA): how long first response may take and how long resolution may take. Dash measures those times and warns before a ticket breaches its SLA — so the commitment to the customer stops being a promise and becomes a number.
The ticket lifecycle
A ticket isn’t just “open” or “closed” with nothing in between. Dash considers the real states of support: open, in progress, waiting on the customer, resolved, closed — and reopening, because a problem that comes back isn’t a new case. Plus escalation: when a ticket goes up to someone with more context or authority.
Customer context: history on hand
When a customer writes, the agent should instantly see who they are and what happened before. Dash keeps the history per contact: past tickets, what was resolved and how. No more “explain it all again” — a customer who already suffered a problem shouldn’t have to retell it.
Quick replies and a knowledge base
A big share of support is answering the same thing over and over. Dash considers quick replies (templates) for the repetitive cases, and leans on a knowledge base — the natural place to connect with Aida, where your company documents how each thing gets resolved. The agent answers faster, and with the right answer.
Meta-compliant, on the WhatsApp Cloud API
Like Nano, Dash runs on the official WhatsApp Cloud API — fully compliant with Meta’s policies. No pirate automations on top of WhatsApp Web that end with the number blocked. Your company’s support channel has to be the most reliable thing you have, not the most fragile.
Dashboards: backlog, times and satisfaction
All of the above becomes management with the dashboards: how many tickets are open, how long first response and resolution take, how many SLAs were met, which agent carries the most, and what kind of problem shows up most often. And the piece that closes the loop: customer satisfaction (CSAT) after resolution, to know whether the support was not just fast, but good.
Dash and Nano: the same engine, two jobs
Dash and Nano share architecture — multi-user WhatsApp, Meta-compliant Cloud API, per-agent assignment, dashboards — but solve different jobs: Nano chases the sale, Dash sustains the relationship after it. Together they cover the full customer cycle on the channel that actually matters in Ecuador. And they join Track and Forge in one idea: that your operation is ordered and measured where it used to live in someone’s memory.
Is Dash for your company?
Dash fits well with:
- Companies that support over WhatsApp with no way to measure how long they take or what breaks most.
- Support teams where several agents share a number and cases get stepped on.
- Operations that promise response times and need to meet them — and prove it.
- Businesses that want a resolved problem documented so it doesn’t repeat.
How to get started
We set it up with you: we connect your number to the WhatsApp Cloud API, define your priorities and SLAs, configure queues and quick replies, and leave your team handling support with everything logged from day one. Start with a free 30-minute diagnostic: we look at how you run support today and show you what would change with Dash. Let’s talk.