Frequently Asked Questions

Thikaa is a comprehensive AI platform that unifies all customer communication channels (WhatsApp, Facebook, Instagram, TikTok) into a single dashboard. It uses advanced RAG (Retrieval Augmented Generation) technology to understand your business context and respond accurately to customer inquiries in various Arabic dialects (Gulf, Egyptian, Levantine) and English.

Traditional chatbots rely on specific keywords and pre-made templates. Thikaa uses advanced AI that understands context and meaning, learning from your documents and files. You can train the AI on PDFs, Word files, web pages, and even previous WhatsApp conversations to make it an expert in your field.

Thikaa is designed for businesses of all sizes: medical clinics, beauty salons, restaurants, e-commerce stores, real estate agencies, service companies, and customer service centers. Whether you have 100 or 100,000 customers, Thikaa handles them all efficiently.

Yes, we use the official WhatsApp Business API from Meta. This means your account is 100% secure, won't be banned, and you get the verified green badge. We are an official Meta-approved partner.

Thikaa supports Arabic in all its dialects (Gulf, Egyptian, Levantine, Moroccan), English, and 20+ other languages. The AI understands context and responds in the appropriate language automatically.

RAG (Retrieval Augmented Generation) is an advanced technology combining intelligent search with text generation. When a customer asks a question, the system searches your knowledge base (documents, files, past conversations) and extracts the most relevant information, then uses AI to formulate a natural and accurate response. This ensures responses are always up-to-date and based on your actual business information.

Very easy! You can upload PDF, Word, Excel files, or web pages. The system analyzes them and creates a knowledge base automatically. You can also use the WhatsApp Extraction app to copy your existing customer conversations and learn from them. The more content you add, the smarter the AI becomes.

Yes! The smart booking system integrates with your calendar. Customers can book, modify, or cancel appointments via WhatsApp. The system sends automatic reminders before appointments, manages waiting lists, and handles conflicts intelligently.

Yes, Thikaa supports converting voice messages to text, understanding them, and responding to them. This is a very important feature as many customers in the Arab region prefer sending voice messages.

Yes, the system continuously improves. You can review conversations and correct any wrong responses. These corrections are used to improve AI accuracy in the future. You can also easily add new questions and answers.

After training the system on your data, accuracy reaches 95%+ for common questions. When the AI isn't sure, it automatically transfers the conversation to a human agent. You can adjust the required confidence level according to your needs.

The WhatsApp Extraction App is a unique tool that allows you to copy all your existing WhatsApp conversations (from personal or Business app) and analyze them. You can use these conversations to train the AI to learn your response style and the most common questions from your customers.

You can use your current number or a new one. If using your current number, it will be transferred from the regular WhatsApp app to API. We recommend using a dedicated business number to separate personal from commercial conversations.

Message templates are pre-approved messages from Meta for initiating conversations with customers. They're used for notifications, reminders, order updates, and marketing. Templates must be submitted for approval before use. We help you create professional templates and ensure acceptance.

Meta charges per conversation (not per message). A conversation includes all messages within 24 hours. Prices vary by conversation type: service conversations (customer-initiated) are cheaper than marketing conversations (you-initiated). We offer competitive prices and flexible packages.

Yes, you can send messages to thousands of customers at once using approved templates. The system supports personalization (customer name, order details), scheduling, and tracking statistics (sent, read, replies).

Regular WhatsApp/Business is limited: one device, no automation, no integration. API supports: multiple users, smart bots, integration with your systems, safe bulk messaging, and advanced analytics. API is the only option for serious businesses.

Yes! Enterprise plan supports up to 10 WhatsApp Cloud API accounts and 5 WhatsApp Direct accounts simultaneously. You can manage all numbers from a single dashboard, with the ability to assign different bots to each number.

Anti-Block Protection is our smart system that monitors your messaging patterns and protects your number from being blocked. It includes: automatic rate limiting, real-time alerts when suspicious activity is detected, number health monitoring, and recovery guidance if your number gets restricted.

Our system provides: 1) Smart rate limiting to stay within WhatsApp limits, 2) Real-time alerts before your number is at risk, 3) Number health monitoring dashboard, 4) Gradual warmup for new numbers, 5) Pre-approved safe message templates.

We support: WhatsApp Business API, Facebook Messenger, Instagram DM, TikTok, and Email. All conversations appear in a unified inbox. Coming soon: Telegram and Twitter.

The Workflow Builder lets you automate processes in two ways: 1) Drag-and-drop for non-technical users - connect ready blocks (conditions, actions, wait). 2) Custom code (JavaScript/PHP) for advanced users - complex logic and custom integrations. You can automate: lead qualification, order processing, appointment reminders, and more.

Yes, we integrate with: Shopify, WooCommerce, Salla, Zid, and any store via API. Customers can inquire about orders, track shipping, request returns, all via WhatsApp with instant automated responses.

Yes, depending on your plan you can add multiple agents with different permissions: Admin (full access), Supervisor (team management), Agent (respond only). You can assign conversations to specific agents, track each agent's performance, and manage work schedules.

The multi-agent system allows your team to handle conversations simultaneously. It includes: automatic conversation distribution based on availability and skills, internal notes for team communication, performance tracking per agent (response time, resolution rate, customer satisfaction), shift and availability management, seamless conversation handoffs between agents.

The Unified Inbox brings all your messages from WhatsApp, Facebook, Instagram, Telegram, and TikTok into one place. Never miss a message from any channel. You can see the complete history of each customer across all platforms, with smart search and advanced filters.

You can schedule and publish posts to Facebook and Instagram from Thikaa. Also, you can set up automatic replies to comments and messages. All interactions are recorded in the unified customer profile.

The dashboard is fully responsive and works great on all devices. We also provide instant notifications for new conversations. Dedicated iOS and Android apps are coming soon for a better experience.

Yes! We offer a 14-day free trial with all features. No credit card required to sign up. You can cancel or continue anytime.

We offer flexible plans: Basic (15 BHD/month) for small projects, Professional (35 BHD/month) for medium businesses, and Enterprise (contact us) for large companies. All plans include technical support and updates.

We accept: Credit cards (Visa, Mastercard, American Express, mada), PayPal, Bank transfer, and Benefit Pay for customers in Bahrain. All payments are 100% encrypted and secure.

Absolutely! You can upgrade anytime and the difference will be prorated. Downgrade takes effect from the next billing cycle. No additional fees for changing.

Yes, we offer a 17% discount for annual subscription (two months free). Annual Enterprise plan gets a bigger discount - contact us for details.

Subscription plans include platform usage and features. WhatsApp message fees (Meta) are calculated separately based on actual usage. We offer competitive prices and discounted message packages for heavy users.

Security is our top priority: SSL/TLS encryption for all communications, data encryption at rest, ISO 27001 certified servers, daily backups, complete data isolation for each client. We comply with GDPR and data protection laws.

Yes, we provide a comprehensive REST API for integration with your systems: CRM, ERP, inventory systems, accounting software, and any other system. Full documentation with examples is available in the developer center. We support Webhooks for instant notifications.

We guarantee 99.9% uptime with a written SLA for Enterprise customers. Our infrastructure is distributed across multiple data centers to ensure continuity. We provide a system status page to monitor performance.

We use certified cloud servers in the Bahrain region (AWS/Azure) to ensure fast access and local compliance. Enterprise customers can choose data storage location according to their requirements.

Yes! You can connect Thikaa with 5000+ apps via Zapier or Make (Integromat). This enables automation like: automatically adding a new customer to Mailchimp, creating a deal in HubSpot upon booking, and more.

Yes, you can customize: company logo and colors, welcome and goodbye messages, quick reply templates, and booking form design. Enterprise customers get full customization including White-labeling.

We provide multiple channels: WhatsApp (+973 3753 5267) for quick response, Email (info@thikaa.com), Live chat in the dashboard, and video meeting booking for complex issues. Average response time: less than 1 hour.

Standard support is available Sunday to Thursday, 9 AM - 6 PM (Bahrain time). Enterprise customers get 24/7 support with a dedicated account manager and guaranteed response time.

Yes, we provide: Free onboarding session (1-1) for all new customers, comprehensive video tutorial library, detailed documentation in Arabic and English, and monthly group workshops. Enterprise gets customized training for their team.

Absolutely! We handle the entire process: Creating Facebook Business account, company verification, phone number registration, and initial template setup. The process usually takes 1-3 business days.

Contact us immediately through any channel. For urgent issues, use WhatsApp or live chat. We prioritize issues by impact: Critical (response within 15 minutes), High (1 hour), Normal (4 hours). We follow up until complete resolution.

Yes! Our team provides consulting on: best practices for automated responses, designing effective conversation flows, improving satisfaction rates, and analyzing support team performance. This service is available for Professional plan and above.