Question 1

What is CerebroNovus?

Accepted Answer

CerebroNovus is a WhatsApp communication platform for African organisations. You build intelligent journeys with a visual flow builder, run them from a team inbox, measure deflection, and hand off to humans when judgment is required — managed or self-hosted.

Question 2

How long does it take to go live?

Accepted Answer

A focused Launch journey can go live in about 14 days once your WhatsApp Business Account is connected and templates are approved. Complex integrations, self-hosting, or multi-department programmes are scoped separately.

Question 3

How do I connect my WhatsApp Business number?

Accepted Answer

From the client dashboard, use Meta Embedded Signup. You select or create a WhatsApp Business Account and phone number; we exchange the authorization code server-side and attach the number to your workspace. See /docs for the full checklist.

Question 4

Do I need developers to launch?

Accepted Answer

Not for a first flow. Operations and CX teams can build and publish journeys in the flow builder. Developers become valuable when you integrate CRM, billing, or ERP systems via signed webhooks and the Send Message API.

Question 5

What happens on a demo call?

Accepted Answer

We spend about 20 minutes on your highest-volume intent, show a live WhatsApp flow for that use case, and outline Launch vs Operate scope. Bring one example conversation your customers already send.

Question 6

Can we start if we do not have a website?

Accepted Answer

Yes. WhatsApp can be the front door. Many retail and civic programmes launch with catalogue links, status flows, and approved templates before a full web stack exists.

Question 7

What is the difference between a pilot and production?

Accepted Answer

A pilot proves one or two measurable intents with a small audience and a 30-day baseline. Production adds template calendars, inbox staffing, analytics ownership, and integrations to your system of record.

Question 8

Who owns the WhatsApp number?

Accepted Answer

Your organisation owns the WABA and phone number in Meta Business Manager. CerebroNovus connects as the platform that runs flows, inbox, and analytics on that number.

Question 9

Can we launch in more than one language?

Accepted Answer

Yes. Flows support multilingual prompts and plain-language labels. We recommend starting with the languages your customers actually use in chat, then expanding — not translating every node on day one.

Question 10

Does this work for low-bandwidth users?

Accepted Answer

That is a design constraint we build for: short messages, light media, clear buttons, and flows that complete without a high-end device. Test on mid-range Androids before public launch.

Question 11

WhatsApp Business app vs WhatsApp Business API — which do I need?

Accepted Answer

The phone app is fine for a boutique with one handset. The Business API is required for multi-agent inbox, automation, templates at scale, webhooks, and audit trails. CerebroNovus runs on the API.

Question 12

How do we get a WhatsApp green tick?

Accepted Answer

Official Business Account verification is a Meta process. You need a compliant Business Manager, clear branding, and often a public presence. We guide readiness; Meta grants the badge. A green tick is not required to start useful service flows.

Question 13

What is a WhatsApp quality rating?

Accepted Answer

Meta scores how users react to your messages. Blocks, reports, and spammy broadcasts lower quality and can throttle messaging. Keep opt-ins clean, separate utility from marketing, and watch handoff quality.

Question 14

What is the 24-hour customer care window?

Accepted Answer

After a user messages you, you can reply freely for about 24 hours. Outside that window, outbound messages usually need an approved template. Design journeys around that rule.

Question 15

How long do message templates take to approve?

Accepted Answer

Utility templates often clear faster than marketing. Timing varies by Meta review load and category. Submit early, keep copy plain, and avoid promotional language in utility templates.

Question 16

Can one organisation run multiple WhatsApp numbers?

Accepted Answer

Yes — common for brands, regions, or departments. Each number has its own quality rating and template set. We help you decide when to share a number versus split them.

Question 17

Can we change the WhatsApp display name?

Accepted Answer

Display name changes go through Meta and must match your business identity rules. Plan branding before launch campaigns so customers recognise the official number.

Question 18

Can we migrate from the WhatsApp Business app to the API?

Accepted Answer

Yes, but plan carefully. The same number can often move to the API via your BSP/Cloud API path; chat history on the phone app does not always transfer. Migrate before peak season.

Question 19

Do we need opt-in for every message?

Accepted Answer

Service replies inside an open conversation follow Meta’s customer care rules. Marketing and many proactive templates require clear opt-in and easy opt-out. We separate those paths in flow design.

Question 20

Can users send voice notes?

Accepted Answer

Users may send voice notes on WhatsApp. Automation typically asks for text or buttons for structured data; agents can handle voice in the inbox. Design for the channel people already use.

Question 21

What is the flow builder?

Accepted Answer

A visual canvas to design WhatsApp journeys: messages, questions, conditions, waits, actions, and human handoff. Change a flow, test in sandbox, and publish with version history — without waiting on a sprint board for every copy tweak.

Question 22

What are scenario packs?

Accepted Answer

Importable starter journeys for common use cases — booking, lead qualification, order status, civic faults, and more. They accelerate launch; you still customise wording, data fields, and handoff rules.

Question 23

How does the knowledge engine work?

Accepted Answer

Upload policy and FAQ documents. The engine answers within a confidence threshold and falls back to a controlled path or human when it should not guess. It is built for accurate service answers, not open-ended invention.

Question 24

What do analytics measure?

Accepted Answer

Conversation volume, containment/deflection, resolution patterns, peak hours, and handoff reasons — so you can prove outcomes to operations and finance, not just count messages.

Question 25

Can we test flows before customers see them?

Accepted Answer

Yes. Use sandbox testing and versioning before publishing to production. Never edit a live peak-season flow without a rollback plan.

Question 26

Can flows save answers into fields?

Accepted Answer

Yes. Questions and actions can store variables that appear in the inbox and can be pushed to CRM or case systems via webhooks — so agents and systems of record stay in sync.

Question 27

Can a flow wait and follow up later?

Accepted Answer

Wait/delay steps support reminders and staged journeys (for example appointment reminders). Pair waits with template rules when you message outside the customer care window.

Question 28

Can we self-host the platform?

Accepted Answer

Self-hosted or dedicated tenancy options are available on Enterprise when residency or security policy requires it. Most teams start managed for speed, then revisit hosting as compliance demands grow.

Question 29

Do flow versions keep history?

Accepted Answer

Yes. Version history helps you ship Friday afternoon changes safely and roll back if a journey underperforms.

Question 30

Where is product documentation?

Accepted Answer

Public docs live at /docs — connect WhatsApp, scenario packs, external pilot patterns, and webhook signing. The Help Center covers buyer and operator FAQs; docs cover how-to depth.

Question 31

When does a conversation hand off to a human?

Accepted Answer

When the user asks, when matching fails repeatedly, when the journey hits a regulated or high-value path, or when you configure explicit escalation rules. Handoff is a feature — not a failure state.

Question 32

What is live takeover?

Accepted Answer

An agent can pause the bot mid-thread and reply from the same WhatsApp number with full context — variables, media, and history — so the customer never repeats themselves.

Question 33

Can multiple agents share one inbox?

Accepted Answer

Yes. Operate and Enterprise tiers support multi-agent seats with routing and role-based access so the right person sees the right queue.

Question 34

What context do agents see?

Accepted Answer

Message history, collected variables, attachments, tags, and escalation reasons. Good handoff design packs context so agents start mid-story, not from zero.

Question 35

Can agents return a chat to the bot?

Accepted Answer

Yes. After resolving an exception, agents can release the conversation so automation continues for routine steps — depending on your operating policy.

Question 36

What happens after hours?

Accepted Answer

Bots can acknowledge, collect details, and set expectations. Urgent paths can page on-call staff. Design after-hours copy honestly — never promise instant humans you cannot staff.

Question 37

Do you train our agents?

Accepted Answer

Launch and managed programmes include inbox training and handoff playbooks. Ongoing quality reviews are part of Operate/Enterprise success rhythms.

Question 38

What are WhatsApp message templates?

Accepted Answer

Pre-approved message formats Meta requires for many outbound notifications. Categories include utility, authentication, and marketing. Copy and variables must match what was approved.

Question 39

Are there broadcast limits?

Accepted Answer

Throughput and quality limits depend on your number’s messaging tier and quality rating. We design campaigns to respect limits and protect the channel from spam complaints.

Question 40

Should reminders be utility or marketing templates?

Accepted Answer

Appointment reminders, order updates, and case status are typically utility. Promotional offers are marketing and need stronger opt-in. Mis-categorising templates risks rejection and quality hits.

Question 41

How do users opt out of broadcasts?

Accepted Answer

Marketing journeys must honour STOP/opt-out quickly. Keep suppression lists by consent source and never mix service-only opt-ins into promo segments.

Question 42

Can we segment broadcast audiences?

Accepted Answer

Yes on Operate and above — segment by tags, lifecycle, region, or consent source before scheduling a template send.

Question 43

What if Meta rejects a template?

Accepted Answer

Usually the copy is too promotional for the category, unclear, or violates policies. We help rewrite and resubmit. Keep a template calendar so rejections do not block go-live.

Question 44

Can external systems integrate without using your portal?

Accepted Answer

Yes. Pilots can send messages via our API and receive signed webhook callbacks from flow nodes — so citizen UX can stay on your stack when needed. See /docs/integrations/external-pilot-pattern.

Question 45

Are outbound webhooks signed?

Accepted Answer

Yes. Flow webhook actions can sign payloads so your systems verify authenticity before writing to CRM or case tools.

Question 46

Which systems can we connect?

Accepted Answer

Common patterns include CRM, case/ticketing, billing, ERP, and payment links. We name systems during scoping — “open API” without an integration design is not enough for production.

Question 47

What is the Send Message API?

Accepted Answer

An API for your systems to notify customers on WhatsApp (text, image, template types) through CerebroNovus — useful for order updates and transactional alerts from your backend.

Question 48

Is data synced in real time?

Accepted Answer

Webhook-driven updates are near real time for events you configure. Batch syncs are possible for backfills. Choose the pattern that matches your system of record.

Question 49

Can you build custom middleware?

Accepted Answer

Enterprise programmes can include custom integration work. For many teams, signed webhooks into existing middleware is enough.

Question 50

Why is pricing Contact Sales only?

Accepted Answer

Meta conversation costs, integration scope, flow count, and hosting model vary widely. We quote against your volumes and constraints — not a one-size sticker price. See /pricing for tier differences and price drivers.

Question 51

What is the difference between Launch, Operate, and Enterprise?

Accepted Answer

Launch is one flow, one number, managed go-live. Operate adds multiple flows, agents, integrations, and analytics. Enterprise adds residency/self-host options, SSO, SLA, and dedicated support.

Question 52

Are Meta conversation fees included?

Accepted Answer

Platform licensing and Meta conversation fees are itemised separately so finance can see controllable platform cost versus usage-based messaging cost.

Question 53

Can we start on Launch and upgrade?

Accepted Answer

Yes. Most teams prove one intent on Launch, then move to Operate when inbox, analytics, and a second flow become daily needs.

Question 54

Do you offer agency or reseller pricing?

Accepted Answer

Yes for partners running multiple client numbers. Contact sales and ask for the partner schedule.

Question 55

What drives the price?

Accepted Answer

Conversation volume, number of production flows, integrations, and hosting model. Those variables are listed on /pricing so procurement can model honestly before a quote.

Question 56

Is customer data POPIA-aligned?

Accepted Answer

We design for purpose limitation, collection notices, role-based access, retention, and audit trails. You remain the responsible party; we supply operational controls. See /trust and our privacy policy.

Question 57

Where is data stored?

Accepted Answer

Managed cloud is the default for speed. Residency constraints and self-hosting are scoped on Enterprise. Ask for the current subprocessor and residency options in procurement.

Question 58

How is data encrypted?

Accepted Answer

WhatsApp provides end-to-end encryption for user messages. Platform APIs use TLS in transit, with encrypted storage practices for application data. Media follows the same access discipline as chat text.

Question 59

Can we set retention and deletion policies?

Accepted Answer

Yes. Retention is configured per programme. Export and deletion workflows support subject-access and end-of-purpose requests.

Question 60

Do you provide audit trails?

Accepted Answer

Exportable trails cover consequential actions, handoff reasons, and operational events needed for internal audit and regulated buyers.

Question 61

Do you support SSO?

Accepted Answer

SSO and advanced access control are available on Enterprise. Role-based inbox access applies on lower tiers as well.

Question 62

Who are your subprocessors?

Accepted Answer

WhatsApp/Meta is the messaging rail. Platform subprocessors are listed in customer agreements. We do not sell conversation content.

Question 63

Do you cover FICA or healthcare regulations?

Accepted Answer

We design sector-aware flows (FICA-aware document collection, clinical escalation rules) but licensed advice and clinical decisions stay with humans. Compliance notes appear on each industry page.

Question 64

How do municipalities and councils use CerebroNovus?

Accepted Answer

Fault reporting with photo and location, billing FAQs, application status, ward broadcasts, and human approval for consequential outputs. See /solutions/public-sector.

Answers before you book a call

Getting started

WhatsApp & Meta

Platform

Inbox & agents

Templates & broadcasts

Integrations

Pricing

Security & compliance

Industries

Troubleshooting

Account & access

Still need a human?