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Channel · WhatsApp

The same agent, now in the customer's pocket.

WhatsApp carries the conversation when a call cannot. Templates after a missed call, documents in both directions, and voice notes answered in writing, all attached to the same matter as the call.

Try it on a call Beyond the Call
Brochure deliveredThe original PDF
Voice noteAnswered in writing
Call keptTomorrow at 10
TemplatesApproved, per use
DocumentsOriginal files
Voice notesAnswered in writing
MatterSame as the call
Both directions

WhatsApp that starts and answers.

Whoever speaks first, it is one matter. Inbound and outbound share the same memory, files and promises.

Inbound

  1. 01Answers questions in the customer’s language
  2. 02Receives photos and documents
  3. 03Replies to voice notes in writing

Outbound

  1. 01Approved templates after an unanswered call
  2. 02Original PDFs delivered
  3. 03Replies keep, move or cancel the next call
A thread that carries files and voice notes

Written like a person, attached like a system.

  • 01Approved templates onlyAfter a missed call, the wording that goes out is the wording you approved, with the promise recorded.
  • 02The original file, byte for byteThe brochure in the thread is the approved PDF. Not a screenshot, not a rewrite.
  • 03Voice notes, answered in writingA customer who sends a voice note gets a written answer that shows it was understood.
VFAina · Mont Kiara ResidencesBusiness account
Missed call · Monday 10:03
Hi Daniel, sorry I missed you. Here is the brochure for the 3-bed corner unit. I'll try you again tomorrow at 10.
Mont-Kiara-Residences-Brochure-v3.pdfPDF · original, approved v3
10:04
Can you email it too?
Of course, sending the same file to your email now.
0:14
Voice note, answered in writing
You'd like a higher floor with parking. Two units fit. Sending both floor plans now. I'll still call tomorrow at 10.
Starts with themAnswers questions in the customer’s language
Or starts with youApproved templates after an unanswered call
Continuity

When WhatsApp isn't enough, the matter moves on.

The same agent picks the conversation up on another channel, with the facts, the files and the promises intact.

WhatsApp Voice

A reply can ask for a call. The agent rings back at the time the customer names.

Voice
WhatsApp Email

“Can you email it too?” The same file goes by email and the thread stays as one matter.

Email
WhatsApp SMS

Where WhatsApp is not installed, the same message can fall back to SMS.

SMS
The honest part

What WhatsApp never does.

  • Sends an unapproved template
  • Rewrites an approved document
  • Messages outside the customer's consent
  • Loses the thread when the customer switches topic
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