One customer service inbox for every branch, with each conversation routed to the right one.
Customers write to one number and expect the branch near them to answer. Nateq's AI agent asks which branch, routes the conversation to that branch's team, holds each team to its own SLA, and gives managers one view across all of them.
- Routing by branch or city
- SLA per branch team
- Managers see every branch
- One number or one per branch
Multi-branch businesses
In short
Nateq is an AI customer service platform that businesses with several branches use to run every branch's WhatsApp, calls, chat, Instagram and email from one inbox. Its AI agent identifies the branch a customer needs and routes the conversation to that branch's team, each team works to its own business hours and SLA targets, and managers see volume, response times and CSAT per branch.
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What does a multi-branch business need from customer service software?
The right branch, first time
The agent asks “أي فرع؟” or reads it from the message, tags the conversation, and routing sends it to that branch.
A team per branch
Each branch is a team with its own agents and queue, and a conversation can be moved between branches with its history.
Hours and SLAs per branch
Business hours and response targets are set per team, so a branch that closes at 10 pm is not measured at midnight.
One view for managers
Dashboards break volume, response time and CSAT down by team, so a manager can compare branches without asking each for a report.
Shared answers, local details
Company-wide policies live in one knowledge base; each branch adds its own address, hours and services.
Overflow without chaos
When one branch is swamped, routing rules can send its overflow to a central team instead of letting the queue grow.
One WhatsApp number or one per branch?
Either works. With one number, the agent identifies the branch and routes. With a number per branch, each number can feed its own team directly. Both land in the same inbox and the same reports.
What does branch routing look like?
An illustrative conversation written to show how it works, not a real customer's.
- Customerمساء الخير، أبي أحجز طاولة لخمسة أشخاص الليلة.
- Nateqمساء النور! أي فرع يناسبك: العليا، الملقا، ولا جدة؟
- Customerالملقا.
- Nateqتمام، أحوّلك لفريق فرع الملقا يأكد لك الحجز.
- Your teamهلا، معك فرع الملقا. عندنا طاولة لخمسة الساعة ٩، أثبتها لك؟
Which integrations does it use?
All live in the Nateq integrations directory today. Anything else connects through the REST API and webhooks.
How it works
- 1
Create a team per branch
Add each branch's agents, business hours and SLA targets.
- 2
Connect numbers and channels
One shared WhatsApp number or one per branch, plus calls, chat and social.
- 3
Write the routing
Tell the agent how to identify a branch and where overflow should go.
Questions multi-branch businesses ask
Can each branch only see its own conversations?
Each branch works its own team queue; managers and admins see across teams.
Can we compare branches?
Yes. Reports break down volume, response times and CSAT by team, and export to CSV.
Does it handle branches in different countries?
Yes. Every channel from every country lands in the same inbox, and routing sends each conversation to the team that covers that market.
Related pages
- Customer service platformThe AI customer service platform behind this page: every channel, ticketing and automation in one inbox.
- Customer service across the GCCSeveral countries, one inbox.
- Support reportingCSAT, response times and team performance.
- Helpdesk automationRouting rules, SLAs and assignment.
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