HUB
Bags & accessories · WhatsApp Business Platform
One number, a whole team behind it
HUB was running customer service through a single phone that only one person could hold at a time. Now the whole team works the same number at once, with every conversation routed to the right department.
Faster first response
Chats assigned to an owner
Messages lost between shifts
Agents on one number
What was going wrong before Texnity
Customer service ran on one handset. Whoever was holding it answered; whoever wasn’t had no idea what had been said, and at the end of a shift the conversation history walked out of the building.
One phone, one person
Only one team member could reply at a time, so messages queued up behind whoever happened to have the device.
Nothing reached the right desk
Sales questions, complaints and delivery chases all landed in the same stream with no way to route them to the people who handle them.
Shift changes lost context
A conversation started in the morning was a mystery by evening, so customers were asked to explain their problem twice.
What we built with HUB
Texnity moved the number onto the official WhatsApp Business Platform and put a proper team structure behind it.
- 01
Everyone logs in to the same number
Each agent gets their own login and works the shared inbox simultaneously, on whatever device they are using.
- 02
Departments do the routing
Sales, support and delivery each get their own queue, so a message reaches the desk that can actually resolve it.
- 03
Ownership and internal notes
Every chat has an assigned owner, and agents leave notes on the thread that the customer never sees.
- 04
Automatic replies fill the gaps
Out-of-hours and busy-period replies set expectations instead of leaving a customer staring at silence.
HUB
WhatsApp · Automated
Sent automatically by Texnity, no agent involved.
How Texnity helped HUB
The whole team, one number
Six people answer at once from the number customers already know, instead of taking turns with a handset.
Straight to the right person
Routing means a complaint reaches support and an order query reaches sales, without being forwarded twice.
Context survives the shift
The next agent opens the thread and sees everything, so the customer never repeats themselves.
Visible workload
Managers can finally see how many conversations came in, who handled them and how long they took.
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5.0
Average merchant rating
80+
Brands running on Texnity
30+
Verified merchant reviews
9
Industries served