Weekend Sprint
Support channels that move eVoucher closer to always-on service.
This sprint focuses on four visible deliverables for `evoucher.co.za`: a website chatbot, WhatsApp support entry point, helpdesk routing logic, and ticket logging flow for Jira or ServiceNow escalation.
Sprint Outcome
4 Planned Deliverables
Customer-facing channels, support operations, and sponsor-ready visibility.
Website Chatbot Integration
Guide consumers through voucher purchase, redemption, and support journeys with a lightweight website assistant.
WhatsApp Platform Integration
Extend support and voucher guidance to WhatsApp for users who need a familiar mobile-first channel.
Helpdesk Email Routing
Route inbound support requests by category and start SLA timing automatically from first receipt.
Ticket Logging via Jira / ServiceNow
Track escalations from intake to resolution with ticket workflow and sponsor-facing accountability.
Task 01
Website Chatbot Integration
Lightweight guided support for voucher purchase, redemption, support triage, and escalation to a human agent when needed.
eVoucher Assistant
Support and shopping guidance
Conversation Coverage
- Merchant shopping guidance for groceries and other participating offers.
- Wallet top-up, balance support, and voucher redemption prompts.
- Escalation cues when a billing or outage case needs a human path.
Latest Routing Decision
Start a conversation to preview chatbot routing and escalation behavior.
Task 02
WhatsApp Experience Demo
This is a sponsor demo of how eVoucher support can behave inside a WhatsApp-style conversation: merchant shopping help, wallet support, voucher redemption, escalation, and helpdesk case creation.
Honest Framing
Browser simulation only. No live Meta transport is required for the demo.
eVoucher Support
Demo line online now
Demo Event
Demo mode active. This browser experience simulates WhatsApp support journeys, delivery states, and helpdesk escalation.
Hi, this is the eVoucher WhatsApp demo line. Ask about merchant shopping, wallet top-ups, cash withdrawal support, redemption, billing, or merchant onboarding.
Demo Journeys
Load a sponsor-friendly scenario to show the flow from first message to support outcome.
WhatsApp-Like Features Simulated
- Message bubbles, timestamps, and delivery states for outbound user messages.
- Typing indicator and support-routing replies based on the existing eVoucher assistant logic.
- Journeys for merchant shopping, wallet top-up, voucher redemption, billing, and assisted cash withdrawal support.
- Escalation events that create a ticket in the demo support backend when the case is urgent.
Latest Routing
Start a scenario to preview routing and conversational outcomes.
Escalation Snapshot
Billing and outage-style scenarios will create a demo support case here.
Tasks 03 & 04
Helpdesk Routing and Ticket Logging
Intake form for support queries with category routing, SLA timing, and handoff hooks for Jira or ServiceNow.
Helpdesk Email Routing
- `support@evoucher.co.za` routes into categorized queues automatically.
- Categories supported: merchant, consumer, technical, and billing.
- SLA timer starts immediately on intake with priority-aware response windows.
Jira / ServiceNow Flow
Submit a ticket to preview the routing queue, response SLA, and ITSM platform handoff.
Email Routing Preview
Submit a ticket to preview the helpdesk email routing outcome.