For neighborhood internet providers (RT/RW net), local ISPs & home internet providers
WhatsApp for neighborhood internet providers: outage reports become tickets, not a pile of chats
Every customer who reports “the internet is down” gets a numbered ticket automatically. It is assigned in turn to support staff who are online and given a time target. The customer gets status updates until it is fixed, outage or maintenance notices go out by broadcast, and monthly bills can get reminders once the Recurring bills menu is switched on.
Registered as a Tech Provider on the WhatsApp Business Platform
Sample chat: a customer reports the internet is down, the bot menu asks them to pick a topic, the customer picks Internet outage, the technical team replies with a report number, then a Done status update is sent.
Yuni AstutiSample Internet Service
TODAY
The internet at home has been down since this morning07:30
Bot menuHi! Pick a topic so we can help you faster:07:30 ↩ Internet outage↩ Billing↩ New installation
Tapped a buttonInternet outage07:31
Agus · Technical teamWe have received report #412. A technician is checking the line in your area.07:40
Work statusReport statusHi Yuni, report #412 is now: Done. Reply to this message if you still have problems.09:55
Type a message…
Reports become tickets automaticallySample view · made-up names and numbers
What usually happens
One outage, dozens of chats at once
When one line goes down, customers in that area all message in the same minute, and support staff cannot tell which ones are already being handled.
A flood of outage reportsA cut cable or a power cut in one area makes many customers report at the same time. The same answer is typed over and over, and other reports get buried.
No one knows who is handling itSeveral admins share the same number. Some reports get two replies, others get none at all.
Customers hear nothing backAfter reporting, customers wait without news, then ask again or complain in the neighborhood group chat.
Monthly bill reminders sent by handBefore each due date, an admin sends reminders one by one and matches bank transfers by hand.
What you get
Dashboard menus made for customer service
Choose the Customer service business type, and the dashboard sets up Tickets & support queue, Work status, Broadcast, Bot menu, Auto-replies, and Team report. Recurring bills, Technician visits, and Price list are ready to switch on.
Tickets & support queue
Every report becomes a numbered ticket
A message from a customer with no open ticket opens one automatically, with a topic taken from the bot menu choice, such as Internet outage or Billing. The status moves from new, in progress, and waiting for customer to done, and every ticket has a priority.
Assigned in turn to team members who are online, optionally by topic
Reply and resolution time targets per priority; overdue tickets are flagged and escalated to a supervisor
When it is done, the customer gives a rating with buttons
Work status
Customers get report status updates
For repairs that need a technician, or for new installations, use the stages Received, In progress, Waiting for customer, Done, and Closed. The stages you choose update the customer automatically.
Broadcast
Outage and maintenance notices
Send a notice about a wide outage or tonight’s maintenance to all customers or to one area label, so customers know before they report.
Recurring bills
Monthly bill reminders
Once switched on, create bills per customer or per label with an amount and a due date. Reminders go out three days before and on the due date, then your team marks the bill as paid. Payments still go to your own bank account.
Bot menu
Pick a topic before the reply
Internet outage, Billing, New installation, How to restart the router, and Talk to an admin. Simple questions, like how to restart the router, are answered without waiting for support staff.
Forms
Quote request form
Prospective customers fill in what they need and the installation address in a form inside the chat, then your team checks coverage and sends a quote.
Reports
Reply time, tickets per agent, and free allowance
The ticket report for owners and supervisors shows average reply and resolution time, the share handled on time, tickets per agent, topic, and priority, satisfaction ratings, and how much of each number’s free reply allowance has been used.
How an outage report flows
From “the internet is down” to a closed report
Customer reportsThey pick Internet outage in the bot menu. A ticket opens automatically with that topic.
Assigned to supportIn turn to team members who are online. The time target starts running.
Kept updatedYour team replies in the same chat; the repair stages you choose update the customer.
Done and ratedThe ticket is closed, then the customer is asked for a rating with buttons if they messaged within the last 24 hours.
Outage notices sent by broadcast are paid per recipient, and Meta assigns the category. For recipients in Indonesia: utility Rp 356.65 or marketing Rp 586.33 per message (official rates as of 1 Oct 2026, before VAT; rates for other countries). Example: 300 customers × Rp 356.65 ≈ Rp 107,000 for one utility outage notice.
Sample chats
A billing question answered, maintenance announced
Sample: a customer asks about a bill that looks different, the team asks for the customer number without an ID card photo, then explains the details.
Pak Dedi KurniawanSample Internet Service
TODAY
Why is this month’s bill different from usual?10:15
Dewi · TeamLet us check, Sir. Please just send your customer number; no need to send a photo of your ID card.10:20
Customer number 0012310:22
Dewi · TeamThank you, Sir. This month includes the fee for moving the router point that you requested on the 12th. We will send the breakdown in this chat.10:35
Oh right, that’s correct. Thanks10:40
Type a message…
Sample view · made-up names and numbers
Sample
A billing question, without extra personal data
Pak Dedi asks about a bill that is different from usual. His message opens a ticket, and Dewi gives it the Billing topic. Dewi only asks for his customer number, not a photo of his ID card, then explains the details in the same chat.
The ticket topic can come from the bot menu choice or be set by your team
The time target keeps running while the ticket waits for the customer’s answer
Team notes are saved in the customer panel
Sample: a notice about maintenance tonight goes out by broadcast; the next morning the customer reports a slow connection and an auto-reply asks for their name and installation address.
Agus SalimSample Internet Service
TUESDAY
Broadcast · Maintenance noticeMaintenance noticeHi Pak Agus, there is network maintenance in your area tonight from 12:00 am to 2:00 am. Your internet may drop for a while.16:00
OK, thanks for letting me know16:30
WEDNESDAY
It’s still slow this morning07:10
Auto-reply · keyword “slow”Sorry for the trouble. Please send your name and installation address, and our technical team will check right away.07:10
Type a message…
Sample view · made-up names and numbers
Sample
Maintenance announced in advance
In the afternoon, a notice about maintenance that night goes out by broadcast to Pak Agus’s area label. When his internet still feels slow the next morning, the keyword “slow” gets an answer right away, and his report becomes a new ticket for the technical team.
Customers who already know about the maintenance do not need to ask when the internet drops that night, and any problem that remains is still recorded as a ticket.
Templates you can copy
Sample templates for neighborhood internet providers
Report updates and bill reminders contain only that customer’s data. Outage and maintenance notices go out by broadcast.
laporan_diterimaUtility
Report receivedHi {{1}}, we have received outage report {{2}}. Our technician will check and send updates in this chat.07:40 ↩ OK, thank you
Fields: {{1}} name, {{2}} report number.
status_pengerjaanUtility
Report statusHi Yuni, report #412 is now: Done. Reply to this message if you still have problems.09:55
Used by Work status for stage updates outside the 24-hour window.
pengingat_tagihanUtility
Bill reminderHi Pak Budi, your October internet bill of Rp 275,000 is due on the 20th. Please ignore this message if you have already paid.08:00 ↩ Already paid↩ Ask about my bill
Used by Recurring bills when that menu is switched on.
info_pemeliharaanAnnouncement
Maintenance noticeHi {{1}}, there is network maintenance in your area tonight at {{2}}. Your internet may drop for a while.16:00
Fields: {{1}} name, {{2}} time. Sent by broadcast; Meta assigns the category.
Good to know
Things you should know
A high volume of support chats can go past the free allowance. The first 1,000 replies each month per number are free; after that, for recipients in Indonesia, each reply costs Rp 356.65 under Meta’s official rates. Broadcasts are also paid per recipient, so if an outage is local, send the notice only to the affected area label.
Customer data does not need to go through the chat: a name, installation address, or customer number is enough, with no ID card photo.
No guarantee against blockingNumber quality is visible and there are staged warnings, but a number can still be restricted if many recipients report it.
We do not collect payments for youRecurring bills only send reminders. Payments still go to your own bank account or payment channel.
Supervisors see every ticketStaff see their own tickets and those with no agent yet; supervisors and the owner see all of them.
Pricing
Monthly subscription, every feature on every plan
5-day free trial, starting when your WhatsApp is connected, with no upfront payment. Plans differ only in the number of businesses, numbers, and team accounts.
Lite
$10/mo
1 business · 1 number · 1 account
Pro
$15/mo
2 businesses · 2 numbers · 2 accounts
Promax
$25/mo
4 businesses · 4 numbers · 4 accounts
Yearly: $100 / $150 / $250 (2 months free). Payment from outside Indonesia is arranged by chat (we send an invoice). In Indonesia, plans are billed in rupiah via QRIS (see the Indonesian page).
Message fees from Meta are billed by Meta directly to the card on your account, following Meta’s official rate card for the recipient’s country. Messages from customers are always free, and the first 1,000 replies each month per number are free. For recipients in Indonesia (official rates as of 1 Oct 2026, before VAT), further replies cost Rp 356.65 each; report updates and bill reminders outside the 24-hour window use templates at Rp 356.65; broadcasts cost Rp 356.65 or Rp 586.33 per recipient, depending on the category Meta assigns. Rates for other countries.
For the Customer service business type, automatic tickets are on by default: a message from a customer with no open ticket opens a new one. Rating buttons, reactions, and “stop” messages do not open a ticket. The owner can turn this setting off.
Can monthly internet bills get automatic reminders?
Yes, once the Recurring bills menu is switched on; for this business type the menu is available but off by default. Reminders go out three days before and on the due date, then your team marks the bill as paid. kitasapa does not collect payments and does not hold your customers’ money.
Can it connect to my billing app or Mikrotik?
There is no built-in connection. Your own system can call the kitasapa API, which is switched on by request, to send templates such as bill reminders, with a signature and an Idempotency-Key so a message is never sent twice. Details are in the API Documentation.
How much does an outage notice to all customers cost?
Broadcasts are paid per recipient, based on the template category Meta assigns. For recipients in Indonesia: utility Rp 356.65 or marketing Rp 586.33 per message (Meta’s official rates as of 1 Oct 2026, before VAT); rates for other countries are on Meta’s pricing page. For 300 customers in Indonesia, one utility notice costs about Rp 107,000. If the outage is local, send it only to the affected area label.
What if our support staff work in shifts?
New tickets are assigned in turn to team members who are online, so whoever is on shift gets them. A customer who already has an active chat owner stays with the same person. Supervisors and the owner see all tickets and can reassign them.
Can my internet business number be blocked?
Yes, if many recipients block or report your messages, and no one can promise otherwise. The difference on the official route: your number quality rating is visible in the dashboard, there are staged warnings before any restriction, and we help you improve how you send.
Other business types
Menus that fit your business type
Each business type gets its own menu names, sample replies, and templates. See the others, or open the list of all business types.
