Make it easy for citizens to book, apply, pay, and get updates via WhatsApp
Make it easy for citizens to book, apply, pay, and get updates via WhatsApp, web, and voice—securely, bilingually (AR/EN), and at scale.
Important Note
Mawidi doesn't serve citizens directly. We equip your department/authority with tools to enable WhatsApp/Voice appointments, applications, service requests, fee payments, alerts, and case updates for your constituents.
Who This Is For
What Mawidi Enables
WhatsApp & Voice Agents
Agents your team configures to handle FAQs, book appointments, accept applications, collect fees/fines, and send status updates
Two-Way Inbox + Broadcasts
WA/SMS/Email with quiet hours, templates, and SLAs
Payments
Secure links (cards/digital wallets/local gateways), deposits/pre-auth, refunds/credit notes with audit trail
Secure Documents & E-Sign
ID scans, forms, consents through secure upload links—not inside chat
Queues, SLAs & Routing
Emergency/Urgent/Routine, skill-based assignment, and geotagged requests
Analytics & Dashboards
Demand, SLA compliance, revenue, and satisfaction
Core Citizen Flows
1) Appointments
Use for: ID renewal, immigration, driving tests, court counters, utility office visits
Citizen:
Appointment for ID renewal next week?
Agent:
متاح الاثنين 10:40 أو الثلاثاء 2:10 في المركز الرئيسي. يرجى إحضار الهوية القديمة + صورة. نؤكد؟
- Includes: location map
- required documents
- .ics calendar invite
- reschedule/cancel links
- check-in QR
2) Applications & Permits
Building permits, vendor licenses, parking, event permissions
- 01Guided questions in WhatsApp (light intake)
- 02Secure portal link to upload drawings/IDs (not in chat)
- 03Fee calculation → pay link
- 04Review queue → status updates (Received → Under Review → Decision)
- 05E-sign permit; download stamped PDF
طلب رخصة البناء قيد المراجعة. القرار المتوقع 12 أكتوبر.
3) Service Requests / 311
Potholes, streetlight outages, waste, water leaks, noise complaints, park issues
Citizen sends text + photos/video + location pin. Agent asks follow-ups. AI triage (assistive) assigns category, priority, crew, and ETA window.
تم تعيين فريق. الوصول المتوقع غدًا 10–12. التتبع: {{link}}.
AI triage is assistive only. Life-safety items are auto-escalated to human dispatch.
4) Fees, Fines & Payments
Traffic fines, licensing fees, permit charges, court fees, utilities
Secure pay links, partial payments, installment plans (if allowed), instant receipts, refunds/waivers per policy with audit trail, self-serve balance/statement portal
ادفع {{amount}} ر.ق بأمان: {{pay_link}}
Accessibility & Languages
Arabic/English with RTL support, clear/simple copy, and quick-reply buttons
Low-bandwidth option (text-first), SMS fallback, voice agent for non-digital users
Screen-reader friendly phrasing; attach PDFs with alt descriptions
Security, Privacy & Governance
Encryption in transit/at rest; role-based access; field masking for PII
Audit logs (who viewed/exported), retention controls, data residency options
Consent capture, opt-out keywords, quiet hours
Sensitive docs via secure portal; never inside chat
Configurable policies for FOI/records requests
Analytics & Outcomes
Appointment show rate, queue times, SLA compliance
Application throughput & decision times; fee collection %
311 close times, first-visit fix, repeat incidents by area
Messaging performance (open/reply time, language mix)
Weekly executive digest to Email/WhatsApp with hotspots & staffing hints
هذا الأسبوع: تراكم بلاغات 311 −18%، الالتزام بالـSLA 92%، تحصيل الرسوم 1.4 م ر.ق.
Integrations
Payments (cards/wallets/local gateways)
Document storage (Drive/S3)
Maps/GIS (geotag & layers)
Calendars & queueing systems
Contact center/IVR
Case/ticketing
Identity/eKYC
Accounting/ERP
Webhooks & API
FAQs
Is Mawidi B2B?
Yes—we enable your public-sector workflows; we don't serve citizens directly.
Emergency routing?
Voice/WA flows can surface emergency notices and route to official hotlines; they do not replace emergency services.
Multi-language?
Full AR/EN with RTL; more languages via templates.
Data residency?
Regional hosting options available; retention and export policies configurable.
Accessibility?
SMS fallback, voice agent, and low-bandwidth text flows supported.
Get Started
Connect your WhatsApp number & (optional) hotline; choose AR/EN agent tone
Configure appointment types, application categories, and 311 request types
Link payments and set fees/fines, refunds, and waiver policies
Enable secure document upload and e-sign templates
Turn on broadcast segments, SLA rules, and the weekly executive digest
Mawidi - B2B platform for public sector appointment and service management via WhatsApp