ChatSasa
AI-Powered Omni-Channel Customer Support Platform
The Problem
Growing businesses were overwhelmed by fragmented customer conversations across WhatsApp, SMS, email, and web chat. Support teams struggled with delayed responses, duplicated work, high messaging costs, and no clear operational visibility. As AI adoption increased, there was also a need to introduce automation without removing human oversight.
The Solution
ChatSasa evolved into an AI-powered, human-supervised omni-channel smart inbox that centralizes customer conversations, operational tasks, and analytics in a single interface. The platform enables support agents to manage multiple messaging channels efficiently while leveraging AI for assistance—not replacement.
My Contribution
As a frontend engineer, I played a key role in the end-to-end evolution of the product, contributing to both its technical foundation and user experience.
Designed and implemented core frontend features using React and TypeScript, powering the smart inbox, task views, analytics dashboards, and agent workflows.
Built and maintained reusable UI components and layout patterns to support rapid feature iteration and long-term maintainability.
Integrated messaging channels including WhatsApp Business API, Google RCS, and SMS, enabling unified customer conversations.
Implemented AI-powered workflows using OpenAI APIs to support message classification, suggested responses, and routing while ensuring human approval remained central.
Optimized messaging flows to reduce operational costs, including routing OTPs via email and prioritizing lower-cost channels where appropriate.
Collaborated closely with backend engineers, designers, and product stakeholders to iterate based on real operational feedback.
Impact
Reduced messaging and verification costs by ~50% through smarter channel routing
Improved agent productivity and response times by consolidating all customer conversations into a single inbox
Enabled safe, practical AI adoption by keeping humans in the loop for all customer-facing decisions
Supported the platform's transition from an internal messaging tool to a production-grade customer support system used by real businesses
Tech Stack
Transparency – Important for Trust
This project was built collaboratively with senior engineers and cross-functional teams. My role focused primarily on frontend architecture, feature implementation, UI systems, and AI-powered user workflows.