Client Communication Hub
Every client message owned, every update approved.
Client Communication Hub
Customer Support & Success
- RuleDone:
A client message arrives on any channel.
- RuleDone:
Rules match the sender to one client; unknown senders go to a queue.
- AIDone:
AI sorts the message (request, question, urgent and so on).
- RuleDone:
An Asana task is created in that client's project.
- PersonWaiting for approval:Waiting for you
A reply is drafted and checked, then the account manager approves it.
- RuleNot started:
Weekly status updates are drafted from client-visible facts and approved before sending.
For example: A marketing agency with 30 clients gets a WhatsApp from a dental chain asking for a new banner size.
Waiting for you. Nothing has changed yet.
Review for important actions. Customer-facing and record-changing actions are reviewed first.
What is Client Communication Hub?
In shortClient Communication Hub is an AI automation for Customer Support & Success teams that works with Asana, Gmail, Slack and WhatsApp. Collects client messages from email, WhatsApp, Slack and portal, assigns each to the right client, drafts replies and weekly status updates for approval. It is built for agency founders, heads of accounts, account managers and project managers.
Last reviewed
Key facts
- Department
- Customer Support & Success
- Starts when
- A client sends an email, WhatsApp, Slack Connect or portal message; or a status update is due
- Works with
- Asana, Gmail, Slack, WhatsApp
- Run modes offered
- Shadow, Draft, Assisted and Auto
- Human control
- Review for important actions
- Status
- Available now
The problem today
Client messages are scattered across email, WhatsApp, Slack Connect and portal comments, so account managers miss or answer them late. Today: account managers spend 3–5 hours every Friday writing status updates by copying from Asana. Junior staff sometimes send internal notes or another client's report by mistake.
What it does
It matches every incoming message to exactly one client by rules, sorts it, and creates an Asana task. It drafts a reply for the account manager to approve. On each client's schedule, it drafts a status update from that client's client-visible tasks only. Strong checks make sure one client's information never reaches another.
How does Client Communication Hub work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A client message arrives on any channel.
- Step 2Rule
Rules match the sender to one client; unknown senders go to a queue.
- Step 3AI
AI sorts the message (request, question, urgent and so on).
- Step 4Rule
An Asana task is created in that client's project.
- Step 5Person
A reply is drafted and checked, then the account manager approves it.
- Step 6Rule
Weekly status updates are drafted from client-visible facts and approved before sending.
What you get
Key features- One inbox view across email, WhatsApp, Slack Connect and the portal
- Response-time timers per message type with escalation to the lead
- Optional fixed-text acknowledgement ("we've got this, {name} will reply by…")
- Status updates built only from tasks marked client-visible
- Tone check on status drafts
- Cross-client leak detector on every outbound word
How much does it do on its own?
Run modesPick a mode to see what Client Communication Hub would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Client Communication Hub in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A client message arrives on any channel.
Watches for it
- Rule
Rules match the sender to one client; unknown senders go to a queue.
Runs on real data, read only
- AI
AI sorts the message (request, question, urgent and so on).
Runs on real data, read only
- Rule
An Asana task is created in that client's project.
Runs on real data, read only
- Person
A reply is drafted and checked, then the account manager approves it.
Shown to you as a suggestion
- Rule
Weekly status updates are drafted from client-visible facts and approved before sending.
Shown to you as a suggestion
Shadow vs Auto for Client Communication Hub
Auto is the most it can do on its own. Here is each step side by side.
| Step | Shadow | Auto |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Runs without approval, with limits, alerts and a kill switch. Unlocks after a trial period in Assisted. |
| Step 1A client message arrives on any channel. | Watches for it | Runs on its own within your limits |
| Step 2Rules match the sender to one client; unknown senders go to a queue. | Runs on real data, read only | Runs on its own within your limits |
| Step 3AI sorts the message (request, question, urgent and so on). | Runs on real data, read only | Runs on its own within your limits |
| Step 4An Asana task is created in that client's project. | Runs on real data, read only | Runs on its own within your limits |
| Step 5A reply is drafted and checked, then the account manager approves it. | Shown to you as a suggestion | Within your limits; anything outside them goes to a person |
| Step 6Weekly status updates are drafted from client-visible facts and approved before sending. | Shown to you as a suggestion | Runs on its own within your limits |
| True in every mode | Every AI-written reply and every status update needs account manager approval, in every mode. | |
What it will never do on its own
Safety & human control- Every AI-written reply and every status update needs account manager approval, in every mode.
- Each AI call sees one client's data only; the final recipient check blocks any mismatch.
- Never sends internal comments, costs, margins or freelancer names, and never promises dates not in the approved commitments.
- Billing, scope, contract and complaint messages go to a person.
- Respects WhatsApp opt-in, 24-hour window and template rules; STOP is honoured.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Tracked
Median first-response time per client, response-time breaches
Measured on your own data
- Estimate
Status updates sent on time, account manager hours saved, client sentiment trend (leads only)
Worked out from your own volumes
- Target
Median first response under 2 business hours (target)
A goal it is built to reach
- Target
Cross-client leaks: 0 (target)
A goal it is built to reach
- Target
Status facts grounded 100% (target)
A goal it is built to reach
- Target
Message sorting accuracy ≥ 88% (target)
A goal it is built to reach
- Target
Status edit rate ≤ 35% (target)
A goal it is built to reach
A marketing agency with 30 clients gets a WhatsApp from a dental chain asking for a new banner size. An Asana task appears in that client's project, and the account manager approves a short drafted reply in one click.
Who is Client Communication Hub for?
- Agency founders
- Heads of accounts
- Account managers
- Project managers
Industries: Agencies, Professional services, Accounting & bookkeeping firms
Also useful for: Productivity & Projects
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Asana
- Gmail
- Slack
Better together
Automations that hand work to Client Communication Hub, or pick up where it stops.
What do you need to set it up?
Setup- Connect Gmail (send), WhatsApp Business, Slack and Asana
- Confirm each client's senders, channels, Asana projects, time zone and key people
- Set the "client visible" and "approved commitment" Asana fields
- Choose response times, business hours and brand voice
- Record each contact's email basis and WhatsApp opt-in
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Producing project data itself (36 Project Status Reporter)
- Billing, invoices or scope pricing (sent to the account manager as a task)
- WhatsApp group chats
Questions about Client Communication Hub
FAQSee Client Communication Hub on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.