Create repair and service requests
Photos, video, serial numbers and location remain attached to the relevant work order.
Turn a Field Request into a Complete Work Order
The customer describes the fault, sends a photo and location, and shares a preferred time. The request is recorded in the service system with the right asset, address and team context.
Solution Definition
What Are WhatsApp Field and Service Operations?
It is more than forwarding a message to a technician. Priority, region, expertise, parts, scheduling and customer updates remain around one operational record.
Primary source: Meta Reva product and integration documentation.
Connected workflow
From message to completed workflow
The customer stays in WhatsApp while availability, identity, data and operating-rule checks run across the relevant systems.
Core workflows
What this workflow can do
Location, scheduling and team assignment
Assignment can follow rules when data is sufficient; uncertainty stays with the planning team.
Service-status and completion updates
Customers see only approved status information, not internal service notes.
Governed Delivery
How implementation works
We map service types, required evidence, region and team rules, then test urgent cases, wrong locations and waiting-for-parts scenarios.
- Define the scopeIdentify systems, users, data fields and success criteria.
- Design the workflowMap WhatsApp steps to validation, operating rules and system actions.
- Validate with real scenariosTest normal, incomplete, uncertain, unauthorised and failure cases.
- Release under controlGo live with monitoring, audit records, agent handoff and an improvement loop.
Clear answers about boundaries, data and human handoff.
What we clarify before implementation
What data does WhatsApp Field Service Operations require?
We map service types, required evidence, region and team rules, then test urgent cases, wrong locations and waiting-for-parts scenarios.
Where should this workflow stop?
Customers see only approved status information, not internal service notes.
Can it work with our current system?
The workflow needs an API, secure database access, file exchange or an existing service layer. We do not claim automation before a viable technical path is confirmed.
Show us how the work runs today and we will define a practical first scope together.
