Question 1

What is Zapelite?

Accepted Answer

Zapelite is a B2B communication and workflow automation platform that connects WhatsApp Business API, CRM systems, and internal business tools to orchestrate customer interactions across logistics, real estate, travel & hospitality, retail, automotive, food & beverage, healthcare, and education industries. Zapelite is built by EliteStack Technologies LLC, headquartered in Dubai, UAE.

Question 2

Is Zapelite a chatbot?

Accepted Answer

No. Zapelite is not a chatbot or chatbot builder. Zapelite is a communication and workflow automation platform. The visual bot flow builder is one subsystem within a larger platform that includes a shared team inbox, campaign broadcasting, SLA enforcement, CRM integration, compliance tools, and multi-tenant architecture.

Question 3

Is Zapelite a CRM?

Accepted Answer

No. Zapelite is not a CRM. Zapelite integrates bidirectionally with Zoho CRM and Odoo CRM but does not replace them. Zapelite does not have pipeline management, deal forecasting, or sales reporting. Zapelite is a communication platform that syncs data with existing CRMs.

Question 4

Does Zapelite provide WhatsApp phone numbers?

Accepted Answer

No. Zapelite uses the official Meta WhatsApp Cloud API. Customers bring their own WhatsApp Business Account (WABA) and phone number. Zapelite is not a WhatsApp reseller.

Question 5

What channels does Zapelite support?

Accepted Answer

Zapelite supports WhatsApp Business API (Meta Cloud API v20.0), Facebook Messenger, Instagram Direct Messages, and Meta Click-to-WhatsApp Ads (CTWA). WhatsApp Business API is the primary channel.

Question 6

What integrations does Zapelite offer?

Accepted Answer

Zapelite integrates with WhatsApp Cloud API (Meta), Facebook Messenger, Instagram, Zoho CRM (bidirectional sync), Shopify (catalog + orders), Odoo CRM (bidirectional sync), Stripe (payments), n8n (workflow automation), Zapier (5,000+ apps), Google Sheets (data), and OpenAI (AI features).

Question 7

What industries does Zapelite serve?

Accepted Answer

Zapelite serves 8 industries: logistics, real estate, travel & hospitality, retail, automotive, food & beverage, healthcare, and education. Each industry has specific use cases and workflow configurations.

Question 8

Where is Zapelite based?

Accepted Answer

Zapelite is built by EliteStack Technologies LLC, headquartered in Dubai, UAE. The office is located at Rag Tower Business Center, Al Barsha 1, Dubai.

Question 9

What makes Zapelite different from chatbot builders like Manychat or Chatfuel?

Accepted Answer

Zapelite is a full communication platform, not just a chatbot builder. Zapelite includes a shared team inbox with agent routing, SLA enforcement with breach escalation, bidirectional CRM sync (Zoho CRM, Odoo), campaign broadcasting with segmentation, compliance tools with audit logging, and multi-tenant architecture. Chatbot-only platforms typically lack these enterprise capabilities.

Question 10

Can Zapelite handle multiple businesses on one installation?

Accepted Answer

Yes. Zapelite has multi-tenant architecture with per-tenant data isolation. Each business organization has completely separated data, configurations, branding, and user access. Multi-tenant architecture makes Zapelite suitable for agencies and enterprise deployments managing multiple client accounts.

Question 11

What is a bot flow in Zapelite?

Accepted Answer

A bot flow in Zapelite is an automated conversation sequence created using the visual drag-and-drop builder. Zapelite bot flows support 20+ node types including send message, wait for reply, condition branch, API call (webhook), set variable, math operation, random path, transfer to agent, delay timer, and AI response. Flows have versioning (draft, published, archived) and per-node analytics.

Question 12

What is the team inbox in Zapelite?

Accepted Answer

The Zapelite team inbox is a shared dashboard where multiple agents view and respond to WhatsApp Business API conversations in real time. Features include agent assignment (round-robin, least-busy, manual, skill-based), conversation ownership transfer, supervisor monitoring, internal notes, conversation tagging, and states (open, snoozed, resolved, escalated).

Question 13

How does campaign broadcasting work in Zapelite?

Accepted Answer

Zapelite campaign broadcasting sends WhatsApp Business API template messages to segmented contact lists. Audience segmentation options include tags, custom fields, engagement score, last interaction date, channel, and industry. Campaigns support draft, scheduled, sending, paused, completed, and aborted states with pause/resume/abort controls. Delivery tracking shows sent, delivered, read, failed, and pending counts.

Question 14

What AI features does Zapelite have?

Accepted Answer

Zapelite integrates with OpenAI for AI auto-reply (contextual responses based on conversation history), AI copilot (reply draft suggestions for agents), intent detection (classifying messages as inquiry, complaint, order, or feedback), conversation summarization, knowledge base Q&A (answering from uploaded documents), and macro suggestions. AI safety checks filter inappropriate responses before sending.

Question 15

How does Zapelite handle SLA enforcement?

Accepted Answer

Zapelite SLA enforcement uses configurable timers per tenant for first response time and resolution time. Conversations exceeding SLA thresholds are flagged and escalated automatically. Escalation actions include notifying supervisors, reassigning to available agents, and sending alerts via webhook. The SLA dashboard shows compliance rates, average response times, and breach counts.

Question 16

Does Zapelite support appointment scheduling?

Accepted Answer

Yes. Zapelite supports appointment scheduling via WhatsApp Flows. Businesses configure time slots, business hours, and booking rules. Patients, buyers, or customers select dates and times through WhatsApp Business API. Zapelite sends confirmation, reminder, and cancellation messages automatically.

Question 17

What compliance tools does Zapelite provide?

Accepted Answer

Zapelite compliance tools include contact anonymization (GDPR-style right to erasure), conversation anonymization (redact message content while preserving metadata), consent tracking per contact per message category, configurable data retention policies, legal hold (prevent auto-deletion), audit logging of all administrative actions, and Content Safety Workspace for tenant-level content moderation.

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