Customer Support Platform · Last of the suite

Every client heard.
Every channel covered.

Ava answers and makes phone calls, handles WhatsApp, SMS and email, books meetings on your calendar, and runs POPIA-gated outbound campaigns — for HRIH, and as a product HRIH can offer clients.

Omnichannel

One agent. Four live channels.

Voice, SMS, WhatsApp and email share one CRM and one compliance engine. A contact who called this morning is the same person who WhatsApps tonight.

📞

Voice

Ava answers inbound calls and places compliant outbound calls on a South African Twilio number.

💬

SMS

Two-way SMS with consent gates, opt-out footers, and a single permitted consent-request per contact.

🟢

WhatsApp

Business WhatsApp via Twilio. Same memory, same DNC list, same agent personality.

✉️

Email

SendGrid inbound parse + outbound replies. Calendar invites land in the thread, not a separate tool.

HRIH OPUS tiers

Built to be used — and resold.

Same platform HRIH runs internally. Higher tiers get a dedicated Twilio subaccount.

Starter

R1,499/mo
  • 200 call minutes
  • Voice + SMS + Email
  • 2 seats
  • Shared number pool

Growth

R3,999/mo
  • 750 call minutes
  • Adds WhatsApp
  • 5 seats
  • Daily campaign cap 100

Professional

R8,999/mo
  • 2,000 call minutes
  • Dedicated Twilio subaccount
  • 15 seats
  • Daily campaign cap 400

Enterprise

Custom
  • Unlimited minutes
  • Dedicated infrastructure
  • Unlimited seats
  • Talk to HRIH
HRIH OPUS

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HRIH OPUS

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Starter · R1,499/mo

200 min · voice, SMS, email · 2 seats

Growth · R3,999/mo

750 min · adds WhatsApp · 5 seats

Professional · R8,999/mo

2,000 min · dedicated Twilio · 15 seats

Enterprise · Custom

Unlimited · dedicated infrastructure

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OPUS / Overview
Engagement Overview
HRIH OPUS — HRIH Investments (GROWTH) · Ava is live on voice, SMS, WhatsApp and email
8
Active conversations
+3 today
2
Escalated to human
Needs Hilton
5
Open tasks
2 due today
1
Do-not-contact
Blocked all channels
412
Minutes used
of 750 included
Live channels
All online
📞 Voice · +27 21 140 8821Ava answeringLive
💬 SMSSame numberLive
🟢 WhatsAppMeta sender approvedLive
✉️ Email · ava@hrihinvestments.net.zaInbound ParseLive
▦ Google CalendarHilton HartnickConnected
Needs a human
Nomsa DlaminiVoice · upset about a marketing SMSEscalated
Pieter van WykEmail · asked for a fee schedule Hilton must confirmTask
Conversations — All Channels
Voice, SMS, WhatsApp and email in one inbox. Ava handles the thread until a human is needed.
Select a conversation
Contacts & Compliance
Marketing consent is required before any outbound sales call, SMS, WhatsApp or email. DNC overrides everything.
CRM · 7 contacts
ContactChannelSourceRelationshipMarketing consentDNC
Outbound Campaigns
Every attempt below passed the compliance gate (consent, calling hours 08:00–19:00, daily cap) before Ava dialed.
Human queue
Ava escalates when a contact is upset, consent is ambiguous, or a fee must be confirmed by Hilton.
PriorityContactReasonChannelStatus
HighNomsa DlaminiUpset about marketing SMS — asked to never be contactedVoiceOpen
MedPieter van WykRequested written fee schedule for Professional consultingEmailOpen
LowThabo MokoenaConfirm Tuesday 14:30 meeting room / Zoom linkVoiceDone
Calendar
Connected: Hilton Hartnick · Google Calendar. Ava offers real slots on live calls.
Week of 17 Aug 2026
Africa/Johannesburg
Mon
Tue
Wed
Thu
Fri
Sat
Sun
17
09:00 Ava standup
18
14:30 Thabo Mokoena
19
11:00 HNI review
20
21
16:00 Ayesha Patel
22
23
Channels
Production host: opus.hrihinvestments.web.za · Agent server must stay always-on for live calls.
Twilio
Ready
Voice + SMS number +27 21 140 8821
WhatsApp sender onboarding complete
Webhooks → agent-server /voice /ws
SendGrid
Ready
From: ava@hrihinvestments.net.za
Inbound Parse → /api/email/inbound
Domain authenticated
Anthropic
Ava
Claude powers every live conversation.
Tools cannot skip the compliance gate.
Google Calendar
Connected
OAuth redirect: /api/calendar/auth/callback
Owner: Hilton Hartnick
POPIA compliance
Enforced in code, not policy. Read COMPLIANCE.md before any live outbound campaign. Attorney review is still required.
What Ava enforces
• No marketing without consent or a recorded existing-customer exemption
• At most one consent-request per contact per channel
• Do-Not-Contact overrides a previously granted consent
• Sender ID + opt-out on every marketing message
• Calling hours 08:00–19:00, no Sundays (Africa/Johannesburg)
Consent-request script
“Hi, this is Ava calling from HRIH Investments. I'm not calling to sell you anything today — I'm calling to ask whether you'd be open to us contacting you about our advisory services in future, by phone, SMS, WhatsApp, or email. You're welcome to say no. Would that be okay?”