REQ-00214High
Umrah group · 12 pax
Aisha Farouk
Dubai · Umrah & Hajj team
Assigned · weighted round-robin
Yusuf Karim
First response · Met · 36m
MULTI-SOURCE LEAD & REQUEST CRM · BY NUCORE
Never miss a valid lead.
From any source.
Email, WhatsApp, phone calls and walk-ins become one tracked request each, with an owner, a business-hours clock and the right branch and team. Nothing waits in silence.
Built by the makers of TRAACS, the travel ERP used by 900+ agencies in 50+ countries.
SEVEN SOURCES · WHAT IS LIVE, WHAT IS COMING
Seven sources, one request engine. Digital sources are stamped at capture — never hand-picked. Add your own for anything offline.
Email
Google Workspace and Microsoft 365 mailboxes, connected by OAuth
Live
WhatsApp
Meta Cloud API · coexistence · voice calls
Web form
Website widget submissions
Phone
Logged with a direction; timed like any message
Live
Walk-in
Logged at the counter; routed the same way
Live
Messenger & Instagram
Direct messages
Coming soon
Meta lead ads
Facebook and Instagram forms
Coming soon
ONE ENQUIRY, START TO FINISH
Follow one enquiry from a WhatsApp message to a won booking.
Aisha's family wants to go for Umrah. Watch what happens to the message — every screen below is the product's own interface, rebuilt in code, not a storyboard. Lantern Travel, Aisha and Yusuf are fictional.
01 · Capture · 10:14
Stored the moment it lands. Before anyone reads it.
The message is written to object storage, threaded to the right conversation and matched to a contact — before a person opens it. Provider push brings it fast; a checkpointed pull is the part that cannot lose it; a reconciliation sweep double-checks.
- 10:14 · received · WhatsApp Cloud API
- 10:14 · stored · bodies never in the database
- 10:14 · threaded · new conversation
- 10:14 · contact created · Aisha Farouk
02 · Triage · 10:16
One click makes it a request. Never two.
Yusuf's team sees it under WhatsApp in the Omni-Inbox. Convert to Request auto-detects the source, links the contact and runs threading first — so a later reply attaches to REQ-00214 instead of becoming a second lead. Or an automation rule converts it before anyone looks.
- Source and contact are read-only — stamped by capture
- The thread stays in the inbox with a REQ chip; the same conversation appears on the request — one record, two windows
- Skip duplicates for 24 hours; require SPF, DKIM and DMARC on email rules
03 · Route · 10:16
Routed by rule to the Dubai Umrah team. London never sees it.
Assignment rules are ranked; the first match wins: WhatsApp + High → Umrah & Hajj team, weighted round-robin, Gulf SLA. The wheel only spins over people who are active, on shift and under capacity. Branch is a hard partition, applied before anything else.
- Four strategies: round-robin · weighted round-robin · dedicated queue · skip-queue to the least loaded
- No eligible agent? The request waits in the team queue and rings the team
- A hand-picked owner always sticks
- Three clocks start with it: first response, next response and resolution — each consumes time only inside the Gulf work shift (Sun–Thu, 09:00–18:00, Asia/Dubai)
04 · Close · 16:10
Won, with the amount on the record. Or lost, with the reason.
Closing asks for the amount and currency, or a structured lost reason in three classes. A customer reply within 48 business hours reopens the same request; later, a linked follow-up is born and routed fresh — the pair reads as one journey.
- The reply inside WhatsApp's 24-hour service window met first response at 36m
- The timeline states the money: 'Closed WON — 38,400 AED'
- A mis-recorded close can be corrected within 7 days, audited, without reopening
- Dragging a card into Won or Lost on the board opens this same dialog — never a silent close
05 · Report · END OF DAY
One row in the report. Same numbers as the screen.
Every dashboard tile drills into the exact list it was computed from. Money is grouped per currency, never summed across. Channel health shows the last capture on every mailbox and number, per branch.
- 14 reports, CSV on every one, branch-partitioned then scoped All / Team / Owned
- Follow-up chains read as one customer journey
- Archived records still count in revenue
Lantern Travel · Dubai10:1410:16 · convertingFirst response ·2h 00mFirst response · 2h 00mWon · 38,400 AEDWon · 38,400 AED01/05REQ-00214High
Umrah group · 12 pax
Aisha Farouk
Dubai · Umrah & Hajj team
Assigned · weighted round-robin
Yusuf Karim
First response2h 00m
Your WhatsApp number, without giving up the phone.
WhatsApp on the company's number, not on somebody's phone — when a person leaves, the number and the history stay with the branch. Connect through Meta's Cloud API: you own the WhatsApp Business Account and pay Meta directly. Coexistence keeps the WhatsApp Business app working on the phone while nuCEM sees the same chats, and every chat is a lead your whole team can pick up.
Coexistence
One number runs the WhatsApp Business app and nuCEM at the same time. History syncs, messages mirror both ways, and replies sent from the phone show 'sent from phone'.
The two windows, modelled
The 24-hour service window and the 72-hour free window after a click-to-WhatsApp ad are tracked server-side; the composer switches to approved templates when a window closes, with a countdown.
Templates and mini-broadcast
Templates synced from Meta with their approval status. Tick contacts, pick a number and a template, fill variables once — 50 per batch, throttled to the number's tier, paused while quality is red.
Click-to-WhatsApp ads, attributed
Ad id, headline and source URL land on the conversation; the request's source reads WhatsApp-Ad and reports group by it.
Groups
Up to 8 participants on Cloud-API numbers: create, invite link, participants matched to contacts. Group traffic never births a request — a participant's request lives on their own chat.
Voice calls, answered in the browser
An incoming WhatsApp call rings every permitted agent; the first to claim takes it. A missed call on an unconverted chat is a captured lead, and every call lands on the timeline.
Incoming WhatsApp call — Fatima Al Rashid · +971 55 ••• 7702. Answer / Decline. Missed on an unconverted chat → captured as a lead. Window closed · templates only — Umrah options ready · Approved. Lantern Dubai · +971 4 ••• 0210 · Coexistence · Quality: Green · Tier: 1K.
Aisha Farouk
Customer replied 4 min ago+971 4 ••• 0210 · Dubai
Today
- Customer:
Assalamu alaikum — we are a family of 12 planning Umrah in the last week of Ramadan. Could you send options with hotels near the Haram?10:14
- Customer:0:14
Also two elderly members who need wheelchair assistance.10:14
- Agent:umrah-options.pdf412 KB
Here are the three options (PDF attached). Option 2 keeps everyone in the same hotel.15:47
- Customer:
Option 2 works for us. Please go ahead for 12 pax.16:03
- Agent:Aisha FaroukOption 2 works for us. Please go ahead for 12 pax.
Wonderful — confirmed for 12. Invoice and itinerary follow by email.16:08
Open ·23h 22mOpen · 23h 22m
Type a message
AI · COMING
AI, coming to every request. Your team decides.
It will draft, summarise, extract and score — from the request record your team already keeps, inside the branch and permission rules they already have. Every suggestion is reviewed by a person before it goes out.
Reply draftsComing soon
A first draft of the reply, in your signature, from the thread and the request.
You send it.
Thread summariesComing soon
Three lines that say what the customer wants, what was promised and what is still open.
The full thread stays one click away.
Auto-extracted lead detailsComing soon
Names, dates, destinations, pax and budgets pulled from the message into the request's fields and category.
Fields stay editable.
Lead scoringComing soon
A score on every request so the queue sorts itself by who is worth answering first.
You can override it.
MCP connectorComing soon
Connect Claude, ChatGPT or any MCP-compatible assistant to nuCEM and let it read and act on your requests, contacts and inbox — inside the same branch, team and permission rules your people already have. Works with any assistant that supports MCP; what it can do depends on the assistant.
AI assistantComing soon
You'll find it in the top bar. Ask which leads need you first, from the request you are already looking at.
Already visible in the product — the automation rule builder shows an 'Auto-detect category with AI' option, marked Coming soon, so the place AI will plug in is already on the screen.
TRUST BY CONSTRUCTION · LIVE TODAY
A database per customer. No automatic deletion, ever.
The foundations everything above — and every AI feature to come — runs on.
A separate database per customer
A cross-customer query is structurally impossible, not merely forbidden.
Live
Encrypted in transit and at rest
TLS at the edge; storage, volumes and secrets encrypted at rest; passport and visa numbers held as AES-256-GCM ciphertext.
Live
Single sign-on, instant revocation
Nucore's shared identity platform; nuCEM stores no passwords; logout and deactivation kill live sessions immediately.
Live
Branch partition and three access levels
Member · Branch Admin · Super Admin, enforced server-side before any query runs.
Live
Append-only audit log, kept at least a year
Auth events, permission changes, sensitive-document views, exports, deletions.
Live
Bodies and attachments in object storage
Kept long-term. Continuous point-in-time database recovery.
Live
Not there yet: virus scanning of attachments, a web application firewall, multi-region residency, a public API.
THE NUCORE TRAVEL STACK
Built by the makers of TRAACS. Part of one platform.
Nucore has built travel software for two decades. nuCEM handles customer engagement; TRAACS and nuTRAACS handle finance; Tripmatik handles itineraries and quotes — with one Nucore sign-in across them.
Customer engagement
nuCEMNever miss a valid lead or request — from any source.
- LondonTRAACS instance
- Kestrel LogisticsTRAACS linked
Finance
Complete financial management for travel businesses — invoicing, reconciliation and accounting. Used by 900+ agencies in 50+ countries.
Finance
TRAACS in the cloud — consolidated multi-branch financials, anywhere.
Itineraries & quotes
Itineraries, multi-option quotes, supplier coordination and margins for DMCs and tour operators.
One Nucore sign-in
Nucore's shared identity platform
- One Nucore sign-in — nuCEM runs on the same identity platform as nuTRAACS.
- TRAACS-linked branches and customer accounts — link a branch to its TRAACS instance and tag contacts and companies with their TRAACS account code, today.
- Where finance lives — nuCEM captures and closes the enquiry; invoicing and credit control hand off to TRAACS, itineraries and quotes to Tripmatik.
TRAACS figures are TRAACS's own — 900+ agencies, 50+ countries, 11,000+ users.
PLAIN ANSWERS
Questions people actually ask.
Is nuCEM an email tool?
No. Email is one source. A Google Workspace or Microsoft 365 mailbox connects the same way a WhatsApp number does, and everything becomes the same kind of request with the same owner, clock and reports. The Omni-Inbox is where you triage, not where you live.
Can we keep our own email addresses and mailboxes?
Yes. Google Workspace and Microsoft 365 mailboxes are connected by OAuth during onboarding — nuCEM stores no passwords — and replies go out through your own provider as your own address, so your SPF, DKIM and DMARC apply. Mail is kept long-term.
How does WhatsApp connect?
Through Meta's Cloud API, with nuCEM as the technology provider: you own the WhatsApp Business Account and pay Meta directly for conversations. A number can be new, transferred from another provider, or kept on the phone in coexistence mode. Connecting your number is part of onboarding with our team — ask on the demo.
Does the website widget do live chat?
No, and it will not. The widget is a launcher and a form that files an enquiry into Omni-Inbox › Website for your team to qualify. There is no chat.
Is AI available today?
Not yet. Reply drafts, thread summaries, auto-extracted lead details, lead scoring, the AI assistant and the MCP connector are on the roadmap and marked Coming soon wherever they appear. What is live today is what they will run on: one request record per enquiry, a database per customer, branch and permission rules enforced server-side, and an audit log.
How is our data kept, and who can see it?
Each customer has a separate database, and production runs in its own dedicated cloud account. Inside your workspace, branch is a hard partition and there are exactly three access levels — Member, Branch Admin, Super Admin — enforced server-side. Nothing is deleted automatically — archive and spam are states, not deletions. If you have hosting-location requirements, ask us on the demo.
How is nuCEM priced?
Quoted on the demo, per workspace. WhatsApp conversations are billed by Meta to you directly; nuCEM adds nothing on top.
How do we get started?
There is no self-serve signup: an admin invite is the only door in, and onboarding is done with our team. Book a demo, bring a mailbox and a WhatsApp number, and a fresh workspace can capture, route, time and close a request the same day with zero configuration — a Business-hours shift, a Standard SLA and a catch-all routing rule are seeded for you.