What TaifaSupport is
Customer support with live visitor intelligence, for Kenyan government institutions and for commercial tenants.
TaifaSupport is a customer support platform built for Kenyan government ministries, counties, state departments and agencies, and for commercial tenants. It runs on an Institution's own hardware, or on our cloud, from one codebase.
The difference from a normal helpdesk is one sentence long:
Visitor, Session, Customer, Conversation and Ticket are all the same record.
Acme LtdPricing → Enterprise
2 open tickets
An agent opening that chat does not see only the sentence the person finally typed. They see that this is James Mwangi of Acme Ltd, in Kenya, who has been on the site eight minutes across six pages, is reading the corporate fee schedule right now, and already has two open tickets.
That row is the product. Everything else supports it.
Why this matters for an Institution
A citizen who reaches a chat window has usually already failed to find something. The page they failed on, how long they spent, what they searched for and whether they have written in before are the whole context of the question they are about to ask. A helpdesk that discards all of it and starts from "Hello, how can I help?" is asking the citizen to do the reconstruction work.
Concretely, the live visitor list is what lets an agent:
- Answer a question about the fee schedule while the person is still on the fee schedule page.
- Recognise that this is the third visit this week from someone with an open ticket, before they have finished typing.
- Send a proactive invitation to a visitor who has been stuck on one form for four minutes, rather than waiting for them to give up.
- File a ticket that already carries the page it came from, the session that produced it and the person's history, without an agent retyping any of it.
What is in the box
| Live visitor list | Who is on the site now, with identity, current page, time on site, page count, country, device, referrer, campaign and open ticket count. |
| Chat | A widget the visitor talks through, and an inbox the agent answers from. Proactive invitations, internal notes, assignment to a user or a Team. |
| Tickets | Six statuses, four priorities, an SLA clock, and a TicketEvent written for every change. Escalation from a conversation carries the visitor, the customer and the originating path. |
| Customers | The identified people behind the visitors, with a free-form attribute bag and their whole conversation and ticket history. |
| Analytics | Live users, unique visitors, top pages, traffic sources, countries, chat conversion, average session duration, new against returning, and the pages that generate the most support requests. |
| AI gateway | Provider-agnostic chat, summarise, classify, embed and suggest-reply. Runs against a local Gemma on an Institution's own hardware, or any OpenAI-compatible endpoint. |
| RBAC and Teams | Seven roles, real Teams, and the full API on every edition. |
What is deliberately not in the box
These are decisions, not omissions, and they are recorded so nobody later "simplifies" one away.
- No conversation metering, ever. There is no conversation counter anywhere in the schema and none should be added. Unpredictable per-message billing is the single most common complaint about the competition, and adding it later would import their worst problem.
- No lifetime allowances. If something is limited, it resets.
- No AI auto-reply by default.
AI_AUTOREPLY_DEFAULTstaysfalse. A wrong answer given in a ministry's name is worse than a slow one, so human approval is the default and turning it off is a deliberate act. - No paywalled platform layer. Roles, permissions, Teams and the full API ship on every edition. For a government tenant, gating permissions behind a price tier is not a business model.
Where to go next
- Editions if you are deciding between running it yourself and using the cloud.
- Quick start to have it running locally in about five minutes.
- Install for a real deployment on an Institution's own hardware.
- The chain for the data model the whole product rests on.