Sarwaran Call Center

Sarwaran Call Center is the internal agent workspace for Sarwaran Pharmacy's customer support team. It connects call-center agents to customers using the Sarwaran Customer app, so every question, chat, call, and order is handled in one place, fast, accurate, and fully in sync across the pharmacy. This app is intended for authorized Sarwaran Pharmacy staff only. Access requires an approved agent account. WHAT AGENTS CAN DO • Live chat with customers, messages, voice notes, images, prescriptions • Take and place voice calls with customers directly inside the app • Create and manage orders on behalf of customers, then send them to the customer's app to confirm • Track every order through its full lifecycle: pending, preparing, prepared, out for delivery, delivered • Hand off prepared orders to drivers automatically, with smart batching for same-neighborhood deliveries in Erbil • Search customers by name or phone, see order history, saved addresses, and preferences • Receive live in-app banner notifications for incoming chats and calls • Work in Kurdish, Arabic, or English, the whole app is fully localized BUILT FOR THE TEAM • Shift-aware routing: calls only ring agents who are on shift • Smart overload detection: alerts supervisors when the queue is under pressure • AI-powered performance feedback for continuous improvement • Branch-scoped operations: agents only see the orders and drivers of their branch • Admin approval flow: new agents register in the app and go live after review PRIVACY & SECURITY All communications are protected. Agent access is role-based and requires admin approval. The app does not expose customer data outside authorized staff. Sarwaran Call Center works together with the Sarwaran Customer app and the Sarwaran Driver app to deliver a fully connected pharmacy experience.