Summary
OpenKUAI is 1:1-only by design — one agent per rep on the rep's own WhatsApp business number, with group chats out of scope. The 1:1 thread keeps session ownership, privacy and per-rep scoping simple.
The shape of the product
OpenKUAI is 1:1-only: one agent per sales rep, on that rep’s own WhatsApp business number. Official groups and rooms are out of scope.
Why 1:1
The 1:1 thread is where sales actually happens. It is also where the hard problems get simpler:
- Session ownership is unambiguous — one thread, one rep, one customer.
- The privacy story holds — a group exposes every message to all its members; a 1:1 thread does not.
- Per-rep scoping is natural — the agent acts within the role it is paired to, on its rep’s number.
A group has many customers and one thread, so session ownership, assignment and the privacy story do not carry over unchanged. We completed and measured a group design; its load-bearing finding was that it forces hosting choices which undercut the reps’ own accounts. The measurement made the product simpler.
What stays
Enquiry qualification, cited answers, escalation to a human and the audit row all land in the 1:1 thread. The interaction unit of OpenKUAI is the conversation your customer is already in.