Problem
Your customers won’t log into a portal. So your reps became the integration.
In B2B distribution the order doesn’t arrive as a form. It arrives as a Viber voice note from a kitchen, a photo of a marked-up invoice, a one-line text in Serbian. Someone has to turn that into a row the OMS will accept — and today that someone is a sales rep, retyping conversations at the end of the day.
Handwritten list — 3 lines, two crossed out, one circled in red.
And the usual coffee too, thanks 🙏
Capture Draft, never auto-post
The message comes in. A structured draft comes out.
Channels listens on Viber and WhatsApp, transcribes the voice note, reads the photo, and parses the text against your real catalog. What lands in the rep’s queue is an OMS-shaped order — line items, pack sizes, tier prices, delivery — with anything uncertain flagged, not guessed.
3 lines · tier 2 · Fri AM
- ×20 Flour T-500 · 25 kg €18.40
- ×5 “New wholegrain” · pick a SKU review
- ×4 Espresso blend · 1 kg €11.20
Resolution
“Same as last time, plus the new one.” Resolved against the live business, not guessed from the text.
A generic chatbot reads only the message. To turn “like last time” into SKUs it needs the customer’s history; to price it, their tier; to promise it, live stock. Channels reads all of it — because it’s on the same data model as the rest of the platform.
- Order history — last order is the template for “same as last time”
- Catalog — “wholegrain” resolves to the wholegrain family · 2 SKUs
- Price tier — Northgate is on the tier 2 contract price
- Live stock — T-500 in stock, wholegrain running low
It only stops to ask the rep when the ambiguity is real.
The rep stays in command
Reps review drafts. They don’t type the day.
The draft arrives ready; the rep’s job becomes judgment, not data entry. They approve, edit a line, or bounce one question back to the customer — on the same Viber thread. In the pilot, nothing posts to the OMS without that confirmation.
- Approve a clean draft in one click
- Edit any line before it commits
- Ask one clarifying question back on the channel
- Confirmed order posts as a real OMS row
One model
The message lands as a real order — not a copy in a separate inbox.
Channels isn’t a side tool that pushes JSON at your OMS. The customer it reads is the same CRM record finance sees; the order it writes is a real OMS order; the stock it checks is live; the price it applies is the customer’s actual tier. A generic AI inbox can’t do this — it doesn’t have the tier, the stock, or the history. Channels does, because it’s on the same model.
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It arrives as a message
A Viber voice note from Northgate Bakery.
No form, no portal. Channels parses the note into a structured draft against your catalog.
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It resolves to a real account
The same customer record finance already sees.
Not a fresh contact stranded in a side inbox: it lands on the buyer’s real account, on their real price tier.
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It becomes a confirmed order
Written straight to the order system.
A real order with lines, totals, and the rep’s approval attached to the row.
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Stock is checked live
Against real on-hand quantities.
The order reflects what the warehouse can actually ship today, not an optimistic guess.
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The invoice drafts itself
On the SEF e-invoicing path.
The same record, so finance never re-keys what sales already captured.
The original message, the transcript, the rep’s edits, and the approval stay attached to that order — so sales, warehouse, and finance all see how it was created.
Who it’s for
Built for distributors whose customers order by message.
This is a B2B operations tool, not a B2C chatbot. If your customers self-serve through a portal, Channels isn’t for you. If your reps spend the day translating chat threads into order forms, it’s the highest-leverage thing on the platform.
Horeca
Restaurants and cafés ordering through the rep’s Viber. Voice notes, last-minute changes, tight delivery windows.
Wholesale food & beverage
Bakeries, butchers, importers ordering from a regular catalog with standing patterns — “the usual, plus.”
Industrial supplies
Long-tail SKU catalogs, customer-specific contract pricing, and B2B payment terms that have to be applied right.
Pharma & medical wholesale
Controlled regulatory boundaries — but the intake itself still runs through the same chat-thread pattern.
Boundary
What ships in pilot — and what we don’t claim yet.
Channels is in pilot with Balkan B2B distribution workflows. We’d rather tell you the boundary up front than oversell the edges.
- Serbian-language capture from Viber and WhatsApp
- Voice transcription, photo/OCR, and freeform text parsing
- Drafts checked against live catalog, history, pack sizes, and stock
- Human-confirmed drafts — nothing posts without a rep
- PANTHEON-oriented posting and SEF e-invoicing flow design
- Autonomous posting without rep review
- Languages beyond Serbian
- Telegram, SMS, and email listeners planned
- ERP coverage beyond the pilot scope
- Confirmed, named-customer metrics — only after a baseline is agreed
Send us one day of your Viber orders.
We’ll run them through Channels and show you exactly what we’d draft, where we’d ask the rep a clarifying question, and what would be ready for one-click approval. If it holds up against your real messages, we talk pilot.