01
Capture the right information first
If the device, serial number, symptoms, location and availability are missing, the service team starts by calling the customer again. The flow collects these details in short, ordered steps.
How Can WhatsApp Technical Service and Fault Requests Be Managed?
A practical flow for turning a service request into a record, initial check, appointment, team assignment and outcome update without losing it inside a conversation.
Prepared by İrfan AksoyPublished Updated
Operational Guide
How Can WhatsApp Technical Service and Fault Requests Be Managed?
A practical flow for turning a service request into a record, initial check, appointment, team assignment and outcome update without losing it inside a conversation.
02
A photo is not a diagnosis
A photo or video can make a request easier to understand, but it is not presented as a warranty decision, parts requirement or definitive diagnosis. An authorised team takes over where a decision is needed.
03
Read work-order and team status from the source
The request is linked to a work order or service record. Assigned, on-the-way, waiting-for-parts and completed updates are only sent after they are verified in the source record.
04
Do not hide commercial exceptions
Uncertain warranty, additional charge, repeat visits and unavailable parts must not be auto-closed. The customer should clearly see that the request is received and what happens next.
Applied example
Example fault-request flow
Information from the conversation reaches the right record while the customer stays in WhatsApp throughout the process.
The customer sends symptoms, device details and a photo through WhatsApp.
Meta Reva collects a missing serial number, location or availability, then verifies the customer and item in the authorised source.
A service request or work order is recorded and a suitable team or time window is offered for confirmation.
The customer receives verified status changes, while exceptions needing a decision are passed to the right service owner.
Product evidence
The conversation on the right is illustrative; it shows the intended flow, not a customer claim or result.
Pre-live validation
Source data, permission limits, repeated requests, failed writes and agent handoff are validated together before launch.
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