About iSlash Limited
iSlash Limited is a Hong Kong-based technology company committed to redefining business communication through automation and AI. Our flagship solution, iSlash AI, helps businesses streamline customer interactions by centralizing messages from WhatsApp, Facebook, Instagram, and more—into one unified inbox.
We enable brands and SMEs to scale customer engagement securely and professionally. From chatbot automation to team collaboration tools, iSlash AI empowers modern businesses to deliver faster responses, stronger connections, and better customer experiences.
iSlash helps the company to achieve the following goals
Connect seamlessly with customers through messaging that opens a direct window for communication.
Capture and streamline operational knowledge with an advanced no‑code chatbot.
Build rich customer profiles and data to drive smarter engagement and growth.
Official Meta Business Partner
As a BSPs, iSlash provides Official WhatsApp Business API, ensuring a secure and reliable channel for your business interactions. With the Official WhatsApp Business API, you can confidently broadcast messages to your customers, deliver your real-time offers, and provide seamless support.
Whenever there's a need to reach a large number of customers, iSlash AI platform proves to be invaluable, serving as a great marketing tool for industries. Say goodbye to concerns about bans or disruptions, and focus on building meaningful connections.
iSlash provides customer service software and automation to talk to your customers on channels like WhatsApp, Messenger, WeChat and Website plug-in.
An article to help you understand every description of iSlash!
Chat History Report
Data Name | Description | Remarks |
|---|---|---|
ID | System ID | - |
Channel | Social Media Messaging Channel | WhatsApp, Facebook Messenger, Instagram DM, WeChat |
Contact Name | Customer Display Name | - |
Contact Number | Customer Phone Number | Can be the ID of Channels if no phone number is provided |
User | Platform user, who has defined access to the platform functions. | - |
Direction | Message Direction | Inbound/ System/ Outbound |
Status | Message Status | Read/Received |
Body | Message Content | - |
Media | Message Media Reference | - |
Message At | The Related Message Timestamp | Format: 2024-06-08 10:01:53 |
Sent At | For Chatbot Auto Message | - |
Delivered At | For Chatbot Auto Message | - |
Read At | Agent Read Message Timestamp | - |
Read By | Read By Agents | - |
Template Message | Message Type of WhatsApp Message Templates | Yes/No |
Auto Message | Message Sent by Chatbot | - |
Engagement Report
Table | Description | Remarks |
|---|---|---|
Staff Name | Agent's Name | - |
Staff Email | Agent's Email | - |
Date | Report Date | It can be multiple, depends on the report range |
Total | Inbound: Not counting total message. Eg: Customer send 2 messages at 9.01 and 9.12 > count 1 message | - |
Total (Unique Chat) | Inbound: Total touch agent by phone number. | Engagement: In a given date range, if a customer interacts multiple times with the agent in the chatroom, count it as one engagement. |
Account Report
Table | Description | Example |
|---|---|---|
Total Handle Customer | Total number of customers who have responded to messages. | - |
Total Assigned To | The count of assignments between agents | Agent A: Assign Chat to Agent B and Agent C |
Total Assigned Case | The number of users assigned, excluding those assigned by system | Not included in the number uploaded by excel import. |
Total Close Case | Number of Close Cases | A chatroom can have multiple cases. |
Average Response Time | Reply Message + Average Time of Assigned To Agent (In Ticket Open Status) | Chat 1: Chat 2: 0900 [Customer] "Hi, I would like to request a refund" 0905 [CS] - Assign to After-Sales Service |
Average Handle Time | Average Response Time (In Ticket Open Status) | Situation 1: Calculation: [(0910-0900) + {0912-0911)] /2 Situation 2: 👦 Hi there (0900) 👦 I would like to inquire about the discounts are available now. (0911) Calculation: [(0912-0900) + (0912-0911)] /2 **Calculate in Seconds |
Average Close Time | Calculate the average time from opening to closing for a case. | 0900 Case Open > Chat Message > 1000 Case Closed & 1300 Case Open > Chat Message > 1600 Case Closed Calculation: [(1000-0900) + (1600-1300)] /2 **Calculate in Seconds |