Understand the request
Normalize the incoming message and attach the context that makes the question meaningful: organization, conversation, contact, and channel.
contextWhatsApp
One question.
Five careful decisions.
Wazapin turns a WhatsApp message into a grounded resolution—checking context, choosing the right path, and knowing when a human should take over.
Illustrative live trace · CX-0842
AI engine / live trace
running
Contextmessage + customer
RouteFAQ detected
Evidencepolicy matched
Guardsafe to send
From message to resolution.
Scroll to drive one run. The visual trace stays in place while each decision enters the viewport.
sample runCX-0842
Current traceprocessing
live pipeline
processing
Asma AIAI agent · running a trace
LIVE RUN · CX-0842
Refund biasanya berapa lama?09:41 · incoming
engine working
Pengembalian dana biasanya diproses dalam 3–5 hari kerja.09:42 · grounded answer
execution mapone automatic run
01
Messageincoming payload
active
02
Contexttenant + thread
queued
03
Routeintent + skill
queued
04
Retrieveknowledge sources
queued
05
Composegrounded draft
queued
06
Validatepolicy + handoff
queued
Route the request safely
The engine classifies intent and skill, then moves the request to the right next step automatically.
intentroutingsafety
Retrieve and rerank
Search the tenant’s knowledge with semantic and lexical signals, fuse the candidates, then rerank the evidence for this exact question.
vector searchkeyword searchtop 4
Compose a grounded answer
The model writes a concise response using the selected snippets, the agent brief, and soft SOP guidance. Missing evidence means no invention.
evidence onlysource attached
Validate or hand off
Before auto-send, the answer passes a final gate. If it is empty, weak, unsafe, or ungrounded, the engine stops and escalates honestly.
validatedauto-send
The same engine adapts to the risk.
One interface, different decisions. Tap a scenario to see how the final branch changes without changing the core pipeline.
customer message
“Refund biasanya berapa lama?”
engine decision
Grounded answer
Retrieve the refund policy, compose a concise answer, validate the source, then send.
retrievererankvalidatesend