Who it’s for · Fintech and payments · The Kashy case

One Alya for your customers, your network and your back office.

Kashy is a Tunisian wallet and payment service, with a network of agents who handle cash-in and cash-out in shops. Alya answers customers there on WhatsApp, supports the agents and assists the back-office team in the admin console. Same knowledge base, same rules, a scope matched to each person’s role.

Talk to Alya
A Kashy customer writes to Alya from her phone, in a street in Tunis.
Customers · on WhatsApp

The counter open at 11 pm, in Derja.

Customers write to Kashy’s WhatsApp number as they would write to a friend. Alya answers about their account once they are identified, and about everything else straight away.

  • Balance, latest transactions and fees, after sign-in
  • STEG and SONEDE bills, Ooredoo, Orange and Tunisie Telecom top-ups
  • Transfers received from abroad and rejected identity checks
  • The nearest Kashy agent, from the shared location
A Kashy agent behind the counter of his shop checks Alya on his phone during a withdrawal.
Agents · on WhatsApp

Backup at the counter, while the customer waits.

Grocery stores, phone shops, pick-up points: Kashy agents serve customers in cash. When a transaction gets stuck, they ask Alya without leaving their shop.

  • Their transactions and commissions, over the requested period
  • What to do when a withdrawal fails or an account is locked
  • Limits by the customer’s verification level
  • The meaning of an error code shown on screen
Two members of Kashy’s back-office team follow conversations on a large screen.
Back office · in the console

The exact procedure, without searching the wiki.

Compliance, transaction management, call center: every team asks Alya in the admin console. She reads Kashy’s data without ever changing it, and always says which role is needed to act.

  • Statistics by period, as tables and charts
  • Steps of a KYC level upgrade or an account unlock
  • Reconciliation of international remittances and payment error codes
  • Answers limited to what the person’s role allows them to see

What matters in a money business.

The rules Alya applies at Kashy, and will apply at your company.

Identification
A one-time sign-in link before any question about an account. The customer’s question is picked up automatically after sign-in.
Read-only
In the console, Alya reads data without ever changing it, and states the role needed to act.
By role
Customer, agent, back office: each gets the answers within their scope, no more.
Derja and voice
Customers write in Arabic, in Derja, in Arabizi or send a voice note. Amounts are always given in writing.
Human handover
A customer who asks for an advisor gets one, in the same WhatsApp thread.

Use cases covered at Kashy.

Answer your customers Balance, bills, top-ups, around the clock Support your network Commissions, procedures, limits Assist your teams Procedures and statistics in the console

Let’s try Alya
on your own questions.

30 minutes. Your requests, your channels, your volumes.

Talk to AlyaFAQ