● LIVE IN PRODUCTION · 2026
AI-Powered IT Support
Bot System
A fully autonomous WhatsApp-based IT helpdesk — employees describe issues in plain language, AI triages and resolves, tickets auto-create in Odoo. Zero manual IT touchpoints for common issues.
ROLE
Architect & Developer
YEAR
2026
TYPE
Internal Enterprise Tool
STATUS
Live in Production
73%
Self-Fix Rate
4.0/5
CSAT Score
24/7
Availability
61+
Workflow Nodes
// the_problem
The Problem
✕
Employees waited hours — sometimes days — for IT responses.
✕
Requests got lost across emails, phone calls, and WhatsApp messages.
✕
The IT team had zero visibility into support performance, recurring issues, or SLA compliance.
✕
No structured ticket system meant no audit trail, no accountability, no improvement loop.
// the_solution
The Solution
A fully automated AI IT support system deployed on WhatsApp Business.
Employees describe issues in plain language — Arabic or English — and get instant intelligent responses.
The bot triages, guides self-fix, raises tickets, tracks SLA, and reports weekly without human intervention.
Every employee is verified against Microsoft Entra ID before the bot responds. Unrecognized numbers are automatically rejected.
// architecture
System Architecture
WhatsApp
→
Entra ID Auth
→
n8n Orchestration
→
Claude AI
→
Odoo Tickets
→
Supabase
→
Dashboard
// features_built
12 Features Built
01
Claude AI Triage
Natural language understanding classifies intent, detects urgency, generates context-aware responses in English and Arabic.
02
Auto Ticket Creation
When self-fix fails, the bot automatically creates a descriptively titled Odoo helpdesk ticket with correct category and priority.
03
CSAT Collection
1-5 star rating after every ticket close. Low ratings trigger manager alerts. Weekly trend chart on dashboard.
04
SLA Monitoring
Per-priority thresholds: Critical 2hrs, High 4hrs, Medium 8hrs, Low 24hrs. 30-min breach checker with proactive alerts.
05
Automated Weekly Reports
Every Monday 8am: WhatsApp summary to manager + full HTML email report with Claude-generated AI insights.
06
Adaptive Knowledge Base
Auto-captures successful resolutions. IT admin approves via dashboard. Solutions injected into Claude context for future issues.
07
Predictive Support
Hourly pattern detection across ticket categories. Watch / Warning / Alert levels based on ticket spikes. Live heatmap on dashboard.
08
Odoo Comment Push
When IT team adds a comment in Odoo, it automatically pushes to employee WhatsApp. Bidirectional communication.
09
User Management
Admin UI for creating dashboard users. Role-based access: Admin and Viewer. Auto-generated avatars from name initials.
10
Mobile Dashboard
Fully responsive with bottom navigation. Push notifications for escalations, SLA breaches, and low CSAT. 11 pages total.
11
WhatsApp Icebreakers
Business icebreaker buttons for top 4 issue categories. Slash commands: /help, /status, /escalate, /new.
12
Help Menu
Auto-shown on first contact. Routes to 7 support categories. Bypasses Claude entirely for speed and cost saving.
// tech_stack
Technology Stack
Claude AI (Anthropic)
Intent classification, NLP, response generation, ticket title creation, AI insights. Model: claude-sonnet-4
n8n Workflow Automation
6 autonomous workflows, 61+ nodes. Full bot logic, SLA monitoring, weekly reporting, knowledge base promotion.
WhatsApp Business + Twilio
Official WhatsApp Business API for enterprise messaging. Twilio as delivery layer for bidirectional communication.
Supabase (PostgreSQL)
8 tables with row-level security. conversations, ticket_analytics, csat_responses, knowledge_base, and more.
Odoo 16 Helpdesk
Automated ticket creation, status sync (New → In Progress → Solved), comment push from Odoo to WhatsApp.
React + Cloudflare Pages
11-page management dashboard with Recharts, real-time Supabase queries, role-based auth, auto-deploy via GitHub.
Microsoft Entra ID
Phone number verified against Active Directory on every message. Unauthorized numbers rejected before processing.
Microsoft 365
Shared mailbox configured for SMTP delivery of weekly HTML reports. No additional license required.
// delivery_timeline
Delivery Timeline
Session 1
Core Bot & Odoo Integration
WhatsApp webhook, Entra ID verification, Claude AI triage, Odoo ticket creation, conversation state management, escalation flows.
Session 2
Advanced Features
CSAT collection, SLA tracking per priority, weekly automated reports, adaptive knowledge base with admin approval.
Session 3
Organisation & Documentation
n8n project folder, workflow cleanup with sticky notes and color coding, management presentation, user guide.
Session 4
Dashboard & Analytics
Audit log RLS fix, CSAT trend chart, SLA performance gauge, report generation, knowledge base confidence scores.
Session 5
Intelligence & Mobile
User management with avatars, mobile-responsive dashboard, predictive pattern detection, advanced learning feedback loop.
Planned
Next Iteration
Department-level reports, deeper Odoo automation, advanced predictive models.
// key_outcomes
Key Outcomes
73% of issues resolved without IT team involvement
Zero manual ticket creation — 100% automated
Full audit trail of every interaction logged in Supabase
Real-time SLA monitoring with proactive manager alerts
Manager receives automated weekly report every Monday 8am
Bilingual support in English and Arabic
Enterprise security via Entra ID on every single message
Knowledge base grows smarter with every resolved ticket
Pattern detection flags outbreaks before they escalate
Odoo comments push instantly to employee WhatsApp
4.0/5 average CSAT score from employees
24/7 availability including outside office hours