Voice and messaging
Carry the customer conversation forward on WhatsApp
Customers ask the next question in WhatsApp. Bob answers from the business information you approve, qualifies the request, sends the update, and keeps the handoff on that same thread.
Bob handles the WhatsApp conversation, qualifies the request, sends the update, and hands the thread to your team when a person should take over.
Run the service conversation from the business account
The workflow starts when a customer messages the business. Bob reads the request, asks for the missing detail, and uses the tools you enable to look up the relevant record or prepare the next action. Routine answers go back in the thread. Updates and other outbound messages follow the approval and template rules you set. When a person should take over, staff receive the thread with the customer’s need and what Bob already said. The customer stays in WhatsApp, and the office stops copying the chat into another system by hand.
Workflows
Qualify the request
Collect the customer’s need, the relevant reference, and the preferred next step in the WhatsApp conversation.
Send the update
Answer from approved business information and send the status or follow-up your workflow allows.
Hand off with the thread intact
Bring in the right teammate with the conversation, the record, and the next action already written.
Example workflow
Example workflow
A customer wants a service visit and would rather text than call. Bob collects the job details in WhatsApp, confirms the scheduling window, and prepares the handoff. The team receives a usable request, and the customer sees the next step in the same chat.
Illustrative example, not a live execution log.
Connection and setup
Connect the WhatsApp Business account and number, choose the tools Bob uses in the thread, and set which messages wait for approval.
How Bob turns a conversation into a useful next step
Bob starts with the customer's request and the business information you approve. When the workflow needs a current record, Bob retrieves it from the connected service. When the next step changes a record or sends a message, Bob follows the permissions and approval steps you configure. The customer gets a useful next response, and your team gets a clear handoff when a person needs to take over.
Questions
Can Bob message customers on WhatsApp?
Yes. Bob conducts the conversation, sends the updates your workflow allows, and brings in the team when the request needs a person. Your approval rules decide when a message waits for staff.
What keeps a WhatsApp reply appropriate?
Bob uses the business information you approve, the customer’s thread, and the permissions you set for templates and outbound messages.
Who decides what Bob can change or send?
You choose the records Bob reads and the actions he takes. A reply, a record update, or an outbound message follows the approval step you set for that workflow. See the pricing page for plans. This page does not list prices.
Continue this workflow with
These are related workflows, not prerequisites.
Get started with WhatsApp
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