Documentation

Knowledge Base & Documentation

Everything you need to know about setting up, integrating, and scaling your customer support with Seen — comprehensive guides in English and Arabic.

Getting Started5 min read

Dashboard & Analytics Overview

Explore the main dashboard — ticket metrics, response times, broadcast stats, and template usage at a glance.

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Getting Started5 min read

How to Manage Your Workspace

Create and customize multiple workspaces for your team, connect WhatsApp Business numbers, and configure settings.

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Inbox & Tickets9 min read

Omnichannel Inbox & Ticket System

Manage all customer conversations in a unified inbox with ticket assignment, priorities, and internal notes.

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Inbox & Tickets5 min read

SLA Policies & Business Hours

Set first response and resolution time targets, configure business hours, and automate escalation rules.

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Inbox & Tickets6 min read

Agent Performance Reports

Track agent metrics — first response time, resolution time, CSAT ratings, and SLA compliance with CSV export.

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WhatsApp & Broadcasts7 min read

Broadcasting Messages to Your Audience

Launch bulk WhatsApp campaigns targeting customers by tags, segments, or uploaded CSV contact lists.

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WhatsApp & Broadcasts8 min read

Creating a Broadcast Campaign Step-by-Step

Complete walkthrough: name your campaign → select template → choose audience → schedule → send → track results.

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WhatsApp & Broadcasts8 min read

WhatsApp Message Templates

Create and manage Meta-approved templates — Marketing, Utility, Authentication — with variables and interactive buttons.

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Flow Builder & AI10 min read

Visual Flow Builder — Chatbot Automation

Build drag-and-drop conversational chatbots with triggers, conditions, buttons, webhooks, and human handoff.

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Channels & Integrations8 min read

Connecting Channels to Seen

Connect WhatsApp Business Cloud API, Instagram DM, Facebook Messenger, and Telegram to your unified inbox.

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Contacts & Segmentation6 min read

Managing Customer Contacts

Import customers via CSV, add custom fields, segment lists, and view full conversation history per contact.

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Contacts & Segmentation4 min read

Tags & Categories

Create color-coded tags to organize contacts and conversations, then use them for targeted broadcast campaigns.

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Team & Settings5 min read

Users, Roles & Permissions

Invite team members, assign built-in or custom roles with granular per-module permissions.

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Developers & APIs7 min read

External API & Webhooks

Manage API keys, monitor request logs, integrate external systems via Webhooks and the Seen REST API.

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