Triage the incoming conversation
Recognise the intent from an agreed set of categories and route unknown or sensitive questions to a person.
Capability 02 / Customer conversations
The old way is optional.Inbox: out of control.
Let’s fix that.
Organise inbound enquiries, useful replies, and handovers on WhatsApp. Keep the speed of chat without losing the context or the human touch.
Talk about this workflowThe bad clause
Here’s where
work gets stuck.
Your team shares screenshots, scrolls through old chats, and tries to remember who said what. Automation is useful when it gives the conversation a structure—not when it traps the customer in a bot loop.
An illustrative workflow
A customer asks about a service, receives an approved answer, supplies a preferred time, and reaches the right team member with the conversation attached.
The rewrite
Make the next step
the useful one.
Collect the missing details
Ask for the minimum information needed to help. Save the agreed details to your CRM instead of making people repeat themselves.
Make follow-up welcome
Use an approved channel setup and a clear reason to contact someone. Respect replies, opt-outs, and manual handovers.
What changes
The task lives in memory.
Progress depends on somebody remembering to check, copy, chase, or update the next tool.
The routine path moves itself.
The agreed event triggers a visible next step with the right context and a clear owner.
The odd case reaches a person.
Missing data, uncertainty, failures, and high-consequence decisions leave the automatic path.
From idea to operating process
How we
make it work.
Check the setup
Review the account, access, permissions, messaging approach, and current provider requirements.
Write the conversation
Design short responses, useful questions, a fallback, and an obvious route to a human.
Connect the record
Attach agreed conversation context to the CRM while limiting the personal data we retain.
Test the handover
Check unknown questions, repeated messages, opt-outs, provider errors, and team availability.
In the scope
Clear deliverables.
No mystery box.
- Conversation and routing map
- Approved response library
- CRM context and ownership handover
- Human escalation and pause rules
- Messaging cost and failure visibility
The questions
worth asking.
Can you use our existing number?
That depends on your account and provider setup. We check the available options before recommending any number or account change.
Will it pretend to be a person?
No. The conversation should be clear about automated assistance and make reaching a person straightforward.
Are messaging fees included?
Provider usage and account costs are identified separately in the proposal, so a busier inbox does not create surprise bills.
Connected capabilities
Fix the next
bad habit.
WhatsApp automation implementation
Fast replies still need
consent and context.
WhatsApp automation can organise inbound enquiries, answer narrow questions from approved material, collect useful details, offer booking options, create CRM records, and hand a conversation to the responsible person.
It must also respect account ownership, provider requirements, customer consent, approved templates where applicable, opt-outs, working hours, escalation, and the fact that a chat conversation can change direction quickly.
Number and provider setup
The available integration depends on the business account, phone number, provider, permissions, and current configuration. We verify whether the existing number can be used, what account changes may be required, and who owns billing and administrator access before designing the workflow.
Inbound conversation routing
A message may be a new enquiry, an existing customer, a support issue, a job application, spam, or an urgent request. The workflow uses approved questions and available records to classify the normal cases while leaving ambiguity and sensitive conversations to people.
Outbound templates and stop rules
Follow-up requires an appropriate permission basis, message type, timing, frequency, and stop condition. The sequence should stop on reply, opt-out, booking, resolution, or an operator pause. Repeated sending after context changes damages trust quickly.
CRM and human handover
The handover should include the number, source, collected details, conversation summary or relevant transcript, assigned owner, and next action. A person needs to see why the system escalated and what has already been said before responding.
Good first use cases
Start with one inbound enquiry type, appointment confirmation, document reminder, or status request that has approved information and an obvious escalation path. Avoid beginning with every customer conversation the business receives.
What speed cannot solve
Instant replies do not fix wrong information, unclear ownership, unavailable appointments, poor service, or a broken escalation process. Response time is useful only when the answer and next action are also useful.
Enough circling back.
Let’s scope something useful.
We’ll map the workflow, check the constraints, and agree what the first version should do.
Let’s kill the busywork