Question 1

What official communication channels does eChat support?

Accepted Answer

eChat operates across exactly five official channels: WhatsApp Business (Cloud API), Facebook Messenger, Instagram Direct, Telegram, and the website live chat widget, with mobile application embedding also available. The platform does not support email, SMS, TikTok, or direct telephone voice calls.

Question 2

Which Arabic dialects does the eChat assistant understand and speak?

Accepted Answer

eChat natively understands and communicates in multiple Arabic dialects, including Saudi, Egyptian, and Gulf dialects, alongside Modern Standard Arabic and English. Organizations can adjust the tone and persona of the assistant to match their brand identity and target audience.

Question 3

How does eChat handle inbound customer voice notes?

Accepted Answer

The platform transcribes incoming voice notes in real time, detecting the customer's dialect, intent, and sentiment. eChat then synthesizes a natural voice reply in the corresponding dialect while providing the complete text transcript within the Unified Inbox.

Question 4

How is the knowledge base trained, and what file formats are supported?

Accepted Answer

eChat is trained directly on your organization's official documentation, supporting PDF, Excel, Word, RTF, product catalogs, and live databases. The assistant cites the exact source for its responses, and synchronization utilities keep data continuously up to date.

Question 5

What deployment and hosting options are available for eChat?

Accepted Answer

We deliver eChat as a managed cloud SaaS platform for rapid deployment and seamless scaling. We also provide full on-premises deployment on enterprise infrastructure for organizations and government entities requiring complete internal data governance.

Question 6

How long is chat history retained, and who owns the data?

Accepted Answer

All eChat plans include a full one year of searchable conversation history with exportable analytical reporting. All customer records, files, and transcripts remain the exclusive property of your organization and are never used to train public external models.

Question 7

Which systems does eChat integrate with, and is ERP connectivity available?

Accepted Answer

eChat integrates through 12 verified connectors spanning messaging channels, e-commerce platforms such as Shopify, and custom APIs. Advanced integration with enterprise ERP platforms including Odoo, Oracle, and SAP is available as an add-on scoped to your architecture.

Question 8

How are plan units measured, and what is the Custom Package?

Accepted Answer

Published plans are structured around conversation volume per channel, send and receive voice minutes, and user seats in the Unified Inbox. For organizations with high-volume or specialized technical requirements, we architect a tailored Custom Package during the technical consultation.

Question 9

What six engineering service lines does 24SmartTech provide?

Accepted Answer

Our services comprise E-Services & Application Development, Emergent Technologies & AI, ERP & Business Transformation, Software Quality Consultation, Automated Software Quality Assurance, and Professional Technical Services in Saudi Arabia.

Question 10

What is the scope of your official partnership with Odoo?

Accepted Answer

We are an official certified Odoo partner, delivering end-to-end services from requirements assessment and configuration to custom workflow development, legacy data migration, staff training, and continuous technical support.

Question 11

What does your SAP enterprise consulting service encompass?

Accepted Answer

Our enterprise consultants provide specialized SAP business transformation consulting, including enterprise architecture assessment, process optimization, and system selection guidance. We focus on aligning operations with proven global industry standards.

Question 12

What methodology is applied in software quality consultation and automated QA?

Accepted Answer

We implement comprehensive software testing frameworks encompassing functional, performance, security, and institutional compliance standards. We also build automated testing pipelines within CI/CD workflows to ensure stability before product release.

Question 13

How does the consultation process begin, and what are its stages?

Accepted Answer

The engagement begins with booking a free consultation to review your current channels, business workflows, and operational goals. Our team then prepares a technical scoping document outlining the optimal solution, followed by onboarding, integration, and user verification.

Question 14

Where are your regional offices located, and how can clients connect directly?

Accepted Answer

Our headquarters is located in Giza, Egypt (Shehab Street, Al Mohandessin), and our regional Saudi office is located in Riyadh (King Abdullah Road, Al Worud District). We welcome client meetings both on-site at our offices and virtually.

Question 15

What languages are used for technical delivery and documentation?

Accepted Answer

Our engineering and consulting teams operate fluently in Modern Standard Arabic and English across discussions, architectural specifications, periodic reporting, and user interfaces. This ensures smooth collaboration across both executive and technical stakeholders.

Question 16

How long does it typically take to deploy and launch an eChat assistant?

Accepted Answer

A standard eChat onboarding implementation typically spans two to four weeks, depending on knowledge base scope, workflow complexity, and required system integrations. We work alongside your team to validate scenarios and ensure response accuracy before live rollout.

Question 17

What technical support model and SLA commitments are provided?

Accepted Answer

We provide dedicated technical support and ongoing monitoring structured around each engagement and selected tier, with direct communication channels for operational inquiries. Service level commitments ensure system availability and responsive resolution.

Question 18

How do you ensure confidentiality and protection of organizational data?

Accepted Answer

We adhere to strict data protection standards and robust encryption practices for data in transit and at rest across all integrated channels. Your organizational records remain completely private and secure; full details are outlined in our Privacy Policy.

Question 19

What terms govern the usage of the eChat platform and services?

Accepted Answer

Our contractual agreements define usage entitlements, mutual obligations, and agreed service scopes to establish transparent operational terms. Comprehensive guidelines are published on our Terms and Conditions page.

Question 20

How can organizations or end users request deletion of their data?

Accepted Answer

We provide a transparent mechanism for processing data deletion requests in compliance with platform policies and applicable standards. Authorized administrators can submit requests to permanently and securely purge records as detailed on our User Data Deletion page.

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