A good WhatsApp operation does not try to auto-close every request. It designs when a handoff happens, which team receives it and which conversation and data context moves with it.
A good WhatsApp operation does not try to auto-close every request. It designs when a handoff happens, which team receives it and which conversation and data context moves with it.
For uncertain product matches, special price authority, health-related specialist evaluation, financial disputes or dissatisfaction, the right result is not an automated answer but a transfer to the right person.
If an agent only sees “customer waiting”, the conversation starts again. Request summary, customer identity, prior steps, documents and source-system result should arrive together.
The handoff record needs an owner, priority, target response time and closing outcome. The customer should also know the request is received and when to expect an update.
After an agent completes work, the current status can return to the WhatsApp conversation. But a human decision must not be written again as an automation assumption; its source and ownership remain clear.
A complex request does not disappear, and the customer does not have to explain the same facts a second time.
A customer asks for a special discount or exceptional delivery terms.
Meta Reva opens a handoff record for the sales owner with the request, account context, products and prior quote steps together.
The customer sees within WhatsApp that the request is received and understands the response frame.
The agent records the decision in the source record, then the approved result and next step return in the same conversation.
The conversation on the right is illustrative; it shows the intended flow, not a customer claim or result.
Source data, permission limits, repeated requests, failed writes and agent handoff are validated together before launch.
We can assess the source system, permissions, exceptions and the first safe production scenario.
Book a DemoUncertain, critical or human-review conversations are handed to an authorised agent with context and a concise summary preserved.
→FeatureCustomer requests are converted into department notes, conversation summaries or callback tasks and recorded as operational work.
→GuideCompare systems that only generate answers with those that safely complete inventory, appointment, order, document or service-record…
→PlatformSee how governed WhatsApp workflows use ERP data and operating rules.
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