Welcome

What is Zaapi?

Zaapi is an AI-first customer messaging platform built for e-commerce businesses in Southeast Asia. We bring every customer conversation — from Facebook, Instagram, WhatsApp, LINE, Shopee, Lazada, TikTok Shop, and your website — into one workspace, and turn them into tickets your team can track, resolve, and learn from.

How Zaapi helps your team

One workspace for every channel. Stop switching tabs. Every conversation lands in the same inbox, with full customer and order context attached.

Conversations become tickets. Each customer issue is captured as a ticket with a clear status, owner, and resolution — so nothing gets lost, and you can measure what's actually happening across your support operation.

AI that does the work. Our AI Agent handles repetitive questions, qualifies leads, and drafts replies, freeing your team for the conversations that need a human.

Analytics you can act on. Track resolution times, agent performance, ticket volume by category, and CSAT — all in real time.

About this help centre

This help centre walks you through everything Zaapi can do — setting up channels, managing tickets, training your AI Agent, and getting the most out of analytics. Use the navigation on the left to jump to a topic, or search if you know what you're looking for.