01Question
22:40, and someone asks if the food court is still open
The message lands on WhatsApp and is answered in seconds, in your centre's voice, long after concierge has gone home.
Mall Response AI
Mall CRM and Mall Response AI
The CRM your centre runs on.
The AI that answers your shoppers.
Every shopper question, leasing enquiry and space booking in one place. Replies go out in seconds, from mall open to last order.
- Live in days
- Your existing WhatsApp number
- No new apps for concierge
NANurul AisyahTake Over
Hi, which level is Uniqlo on and where do I park closest to it?
AI · auto-replied in 4s
Hi Nurul, here is what you need:
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Type a message… (/shortcut for a template)Suggest↑ Send
PC
Pavilion Central
online, replying instantly
Which floor is Uniqlo on, and are you open on Deepavali?
Uniqlo is Level 2, East Wing, beside the escalator. We open 10am to 10pm on Deepavali.
Open the floor directoryLevel 2 East Wing, walking route from the car parkThe conversation becomes the record. Nobody types it in.
Every channel your shoppers already use, every platform your centre already runs on
- channels arriving in one inbox
- 5
channels arriving in one inbox
- average reply, open to close
- 38s
average reply, open to close
- mall service areas answered in full
- 5
mall service areas answered in full
- coverage with no concierge night shift
- 24/7
coverage with no concierge night shift
One ecosystem, two products
The CRM and Shopper Intelligence Platform remembers your shoppers and your tenants. Mall Response AI answers them. Together they are the Mall Management System.
Product one
CRM and Shopper Intelligence Platform
One inbox for every channel, with shopper profiles, loyalty tiers, tenant accounts and leasing pipelines updating themselves as the AI works. Your team takes over any thread with one click.
- Every channel in one inbox
- Shopper profiles enriched from every visit
- Lifecycle from first question to repeat visitor
- Leasing and media pipelines with live values
- Birthday, tier and lease-renewal reminders, drafted
NANurul AisyahTake Over
Hi, which level is Uniqlo on and where do I park closest to it?
AI · auto-replied in 4s
Hi Nurul, here is what you need:
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Type a message… (/shortcut for a template)Suggest↑ Send
Both write to the same shopper and tenant record
PC
Pavilion Central · Mall AI
online
Today
We want a 6 sqm kiosk near the food court for December.14:02
We have two kiosk bays left on Level 1 near the food court, RM 4,200 a month on a 3-month term.14:02
Kiosk_Pack_Level1_Dec.pdf3 pages, 1.4 MB
14:03Type a message
Product two
Mall Response AI
It answers on WhatsApp, Facebook, Instagram, TikTok and email in seconds, giving outlet locations, parking rates and promotion terms, and attaching leasing packs, floor plates and rate cards, in your centre's own voice, around the clock.
Answers all five mall service areas
The CRM and Shopper Intelligence Platform
Connected to Mall Response AI, so every shopper question, leasing lead and space booking lands in one place without anyone typing a thing.
WhatsAppHours, outlets and parking
InstagramDMs off promo posts
TikTokComments and DMs
MessengerPage messages
EmailLeasing and media enquiries
One shopper or tenant recordWritten as the conversation happens, by nobody
Every channel, one inbox
WhatsApp, Instagram, TikTok, Messenger and email land in a single queue. The AI auto-replies on all of them, and concierge or leasing takes over any thread with one click.
- Channel badges, unread counts and shopper context inline
- AI auto-reply per conversation, human takeover at any moment
- Lifecycle moves itself: new, enquiry, booked, repeat
MMALL CRM
HomeInboxShoppersTenantsPipelineSpacesCalendarAnalyticsAI Agent Active
Auto-replying all channels
Chats58
NANurul Aisyah2hWhich level is Uniqlo on?…
TCTan Chee Meng5hKiosk bay L1-K7 is 6 sqm, RM 4,200…
PRPriya Ramesh16hPoints expire 31 Dec, 4,820 left…
HZ4Hafiz Zulkifli21hBoleh, parkir B3 masih ada tempat…
NANurul AisyahTake Over
Hi, which level is Uniqlo on and where do I park closest to it?
AI · auto-replied in 4s
Hi Nurul, here is what you need:
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Type a message… (/shortcut for a template)Suggest↑ Send
Lifecycle stageNewEnquiryBookedRepeatShopper profile
NANurul AisyahGold tier, 4,820 points
Points expire 31 Dec
From enquiry to signed tenant
Every leasing, kiosk and media deal staged, valued and summarised from the conversation itself. A pipeline with a live value at every stage, negotiation notes written from the chat rather than from memory, and aging alerts before a brand goes quiet.
M
DealsSearch shoppersNANurul AisyahPavilion Central · this week
Deal
The whole centre at a glance
Enquiries this week, average response time and booked space revenue, with every shopper and tenant grouped by status, owner and value. This is the screen your Monday centre-management meeting wants on the wall.
- Figures that move with the week, not a static readout
- Shoppers and tenants grouped by status, each with an owner
- Owner avatars, so nothing falls between concierge and leasing
M
Shopper and Tenant Pipeline
Pavilion Central · this week
AISLRJ
Enquiries this week
412
↑ 15%
Avg response time
38s
↓ 11s
Space revenue booked
RM 96.5k
↑ 19%
New Enquiries3 items
NANurul AisyahOutlet location · Level 2Auto-repliedAIRM 0
TCTan Chee MengKiosk bay · 6 sqm, 3 monthsPack sentSLRM 12.6k
LWLim Wei LingAtrium roadshow · 1 weekLeadAIRM 6.5k
Confirmed2 items
AFAmirul FaisalLED wall · 2-week flightBooking confirmedSLRM 18k
PRPriya RameshGift card top-up · loyaltyFollow-up dueRJRM 600
Who tells Ms. Chan her gold tier lapses on Friday?
We do.
A shopper who is reminded comes back. The platform quietly tracks tier expiry, unspent points, birthday rewards and tenant lease renewals, then drafts a warm, specific message days ahead, ready to send with one tap.
Upcoming shopper and tenant datesReminder set
Dec31
Priya Ramesh, gold tier expiring
Gold since Mar 2025 · 4,820 points · spent RM 3,180
Auto-message drafts 14 days before
Drafted by Mall AIHi Priya, your gold tier and 4,820 points run out on 31 Dec. That is RM 48 off at any of our 42 participating outlets, shall I send you the list?
Prospecting
UTUrban Threads Retail
Kiosk cluster · 3 bays
RM 32k
NWNadi Wellness Group
Level 3 pop-up · 8 weeks
RM 16k
Negotiating
KKKopi Kenanga Sdn Bhd
Level 1 F&B lot · 1,750 sqft
RM 58k
Signed
TGTouch 'n Go Digital
Lift wrap + LED · 2026 season
RM 184k
Leasing pipelines, from chat to signed
Anchor tenants, kiosk operators, pop-up brands and media buyers. Every B2B enquiry the AI fields moves through a board your leasing team actually keeps updated, because the updates happen on their behalf.
One shopper, seven acts
The AI answers two of them. The CRM carries the other five.
02Directions
The outlet, the level and the nearest lift
Store location, opening hours, parking rate and the current promotion go out together, whether the ask is one shop or a whole wing.
Mall Response AI
03Visit
The conversation becomes a record
Shopper, interest, channel and owner are written down the moment the thread opens. Nobody retypes anything into a spreadsheet.
CRM and Shopper Intelligence
04Membership
You know them before they reach the counter
Tier, points balance, favourite categories and past redemptions surface on the profile the next time they message.
CRM and Shopper Intelligence
05Promotion
Offers attach to the shopper, not to a blast list
A gift-card top-up, a weekend voucher, a tenant's launch. Every offer sent and every offer used lands on the same profile.
CRM and Shopper Intelligence
06Tenant lead
A brand asks about space and never leaves the system
Floor plate, term, rate and site-visit date are recorded against the company, so the account outlives whoever handled it.
CRM and Shopper Intelligence
07Return
The renewal comes back around
Tier expiry, birthday rewards, seasonal pop-up slots and lease renewals are tracked quietly, then drafted days ahead so someone only has to press send.
CRM and Shopper Intelligence
Every service area, answered like your best concierge
Five pillars of mall customer service, on WhatsApp, Facebook, Instagram, TikTok and email. From a lost umbrella to a 12-month anchor lease, every shopper and every brand gets a warm, accurate reply in the voice of the desk they are asking for.
01Shopper Services and Concierge
Answer the front desk questions before anyone queues
Hours, outlet locations, parking rates, lost and found, prayer rooms and strollers, answered in one uninterrupted thread.
- Opening hours, public holiday hours and outlet locations
- Parking rates, validation and the nearest entrance
- Lost and found logged against the shopper who reported it
- Concierge stops repeating itself and starts helping
PC
Pavilion Central · Mall AI
online
Today
I left a blue umbrella near the Level 3 lifts yesterday.09:12
Logged it. A blue folding umbrella was handed in at Level 3 last night and is at the concierge desk until Sunday.09:12
Concierge desk, Level 1
Centre court, beside the north lifts.
09:13Walking directions to conciergeLevel 1 centre court, 3 minutes from B2 parking
walkingdirectionstoconcierge.stcomp.link
09:13Type a message
02Leasing and Retail Space
Reply to a brand before the next centre does
Available lots, floor plates, rates and terms quoted on the spot, with a leasing pack in the same conversation.
- Vacant lots by level, wing and size, quoted with rates
- Floor plates and leasing packs sent in the thread
- Site visits booked straight into the leasing calendar
- Yours is the first leasing pack in their inbox
PC
Pavilion Central · Mall AI
online
Today
We're a F&B brand looking for 1,800 sqft near the food court from Q1.11:03
Lot L1-24 is 1,750 sqft and faces the food court entrance, at RM 28 psf with a 3-year term.11:03
Leasing_Pack_L1-24.pdf8 pages · 3.2 MB
11:04Our leasing manager can walk the lot with you. Thursday 3pm?11:04
Type a message
03Atrium, Events and Pop-ups
Sell the atrium without a week of email
Atrium dates, footprint, power, load-in times and rates answered instantly, with the booking form attached.
- Live atrium and concourse availability by week
- Footprint, power supply and load-in windows confirmed
- Roadshow and pop-up bookings pushed into the pipeline
- Empty atrium weeks get filled, not forgotten
PC
Pavilion Central · Mall AI
online
Today
Is the centre court atrium free the week of 15 Dec for a roadshow?20:18
It is. Centre court is 180 sqm with 3-phase power, RM 6,500 for the week including load-in on the Sunday night.20:18
Atrium_Booking_Dec15.pdf4 pages · 1.9 MB
20:19That was quick. Send it over and we'll confirm tonight.20:21
Type a message
04Advertising and Mall Media
Rate cards out while the buyer is still asking
LED walls, lift wraps, escalator panels and washroom media quoted by site, duration and footfall, without waiting on a media kit.
- Inventory by site, format and available flight dates
- Footfall figures and rate cards sent on request
- Media bookings routed to your B2B pipeline with a value
- Every media enquiry lands in your pipeline
PC
Pavilion Central · Mall AI
online
Today
What does the main entrance LED wall cost for a two-week flight in March?15:30
The north entrance LED is 6m × 3m, RM 18,000 for two weeks with an average 240k weekly footfall.15:30
North entrance LED
6m × 3m, facing the drop-off.
15:31Type a message
05Loyalty, Promotions and Gift Cards
Points, tiers and gift cards handled in chat
Balances, tier rules, redemption terms and gift-card purchases answered end to end, with the right promotion offered at the right moment.
- Points balances, tier status and expiry dates on request
- Redemption terms and campaign mechanics explained plainly
- Gift cards bought and topped up without a counter queue
- Members redeem instead of lapsing
PC
Pavilion Central · Mall AI
online
Today
How many points do I have left, and when do they expire?17:45
You have 4,820 points, expiring 31 Dec. That is RM 48 off at any participating outlet today.17:45
Participating outlets
42 outlets, including the whole food court.
17:46Great, I'll use them this weekend.17:47
Type a message
Every shopper, one conversation
Wherever a shopper or a brand reaches out, they get one warm, instant reply with the right level, the right rate and the right link. Every detail is remembered, so nothing slips between concierge and leasing and no enquiry goes cold.
Shoppers and brands message in
- WhatsAppThe number printed on every directory
- InstagramDMs off promotion posts
- MessengerYour Facebook page inbox
- TikTokComments and DMs from a viral clip
- EmailLeasing, media and tenant support
Mall Response AI
Mall Response AI sends out
- An instant replyIn seconds, in the shopper's own language
- The right locationOutlet, level, wing and nearest lift
- A floor plateThe exact lot, not a generic site plan
- A leasing or rate packGenerated in the thread, attached in the thread
- A booking linkAtrium dates, kiosk terms, gift cards
- A CRM recordWritten as it happens, by nobody
Everything under one roof
Four surfaces run the centre. Three of them are the CRM, and this is what each one is for.
Three of the fourCRM and Shopper Intelligence Platform
01Omnichannel inbox
Five channels arriving in one queue
- WhatsApp, Instagram, TikTok, Messenger and email in a single inbox
- Channel badges, unread counts and shopper context inline
- AI auto-reply per conversation, with one-click human takeover
- Visits, tier, points and past questions on the profile beside it
NANurul AisyahTake Over
Hi, which level is Uniqlo on and where do I park closest to it?
AI · auto-replied in 4s
Hi Nurul, here is what you need:
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Outlet: Uniqlo · Level 2, East Wing
Nearest parking: B2 East, lift E straight to Level 2
Hours today: 10:00 to 22:00
Open the walking route from B2 East →
Type a message… (/shortcut for a template)Suggest↑ Send
02Leasing and media deals
Lots, kiosks, atrium dates and media that stay updated
- Every stage carries a live value, written from the conversation
- Aging alerts before a brand goes quiet
- Brands held as accounts, so proposal history outlives the leasing manager
- Open pipeline and signed revenue one glance away
EnquiryOpened the moment the AI fields a leasing, kiosk, atrium or media question.
Pack sentDrafted from the conversation itself, attached in the same thread.
Site visitBooked into the leasing calendar, with the thread attached to the account.
OfferRate, term and footprint recorded against the brand, not against a person who may leave.
SignedHanded to centre management with the full history of what was agreed.
RenewalThe account reopens on its own cycle: lease terms, seasonal pop-up slots.
03Loyalty and lifecycle
The reason a shopper chooses your centre again
- Tier expiry, points expiry and birthday rewards tracked quietly
- A warm, specific message drafted days ahead, ready to send
- Win-back prompts for members who have stopped visiting
- Every reward recorded, so it is never offered twice
Upcoming shopper and tenant datesReminder set
Dec31
Priya Ramesh, gold tier expiring
Gold since Mar 2025 · 4,820 points · spent RM 3,180
Auto-message drafts 14 days before
Drafted by Mall AIHi Priya, your gold tier and 4,820 points run out on 31 Dec. That is RM 48 off at any of our 42 participating outlets, shall I send you the list?
The fourthMall Response AI
The part that never sleeps
- Answers in seconds on all five channels, in your centre's voice
- Gives outlet locations, quotes lots, attaches leasing packs and rate cards
- Handles concierge, leasing, atrium events, mall media and loyalty
- Hands over to your team the moment a human is wanted
PC
Pavilion Central · Mall AI
online
Today
Is there parking left at B2 right now?18:12
B2 is full, but B3 north has 140 bays free. Flat RM 5 after 6pm with any receipt.18:12
Type a message
Three of the four are the CRM. That ratio is the product.
The old way costs you tenants
Every unanswered message is a shopper who went elsewhere or a brand that signed down the road. This is the difference on day one.
TodayWith the Mall Management System
A leasing enquiry sits in a shared inbox for four days, so the brand signs with the centre that replied.
It is answered in seconds, with the lot, the rate and the pack attached.
An atrium week goes unsold because nobody chased the roadshow enquiry.
The date, the footprint and the rate go out in the same minute, with the booking form.
Concierge answers the same twenty questions about hours, parking and floors every day.
The routine questions answer themselves, so your team only sees what needs a person.
Shopper details vanish after the visit. No points reminder, no return trip.
Every conversation becomes a record, with the reminders already drafted.
Brands message us about kiosk space at midnight and by morning the enquiry is already staged in the leasing pipeline with the pack sent. It is a leasing coordinator we never had to hire.
−70%
routine questions reaching the concierge desk
3×
faster leasing and atrium quotes
100%
of conversations logged to the CRM
Targets the system is built to hit, not results measured at a named centre.
Four steps to a centre that always replies
Live in days, not months. No new hardware, no new apps for concierge or leasing to learn.
01
Connect your number
We plug the AI into your centre's existing WhatsApp number. Nothing changes for your shoppers.
02
We train it on your centre
Directory, hours, parking, promotions, vacant lots, atrium rates and media inventory. The AI learns the building inside out.
03
AI answers, quotes and books
Every enquiry answered in seconds, every conversation logged to your Mall CRM.
04
Your team closes and upsells
Leasing and marketing step in only where a person wins the deal, with full context from the chat.
Everything a centre manager asks before saying yes
The details every operator wants nailed down before they trust a new voice with their shoppers and their tenants.
Yes. It plugs directly into your current centre WhatsApp Business number. Nothing changes for your shoppers, and you keep the number already printed on your directories and signage.
Give every shopper and every brand an answer worth returning for.
Message us on WhatsApp and experience exactly what your shoppers will: the CRM and the AI, live, on your own phone. No slides, no sign-up.
or message us directly: +60 11-2916 0777