WhatsApp Business Automation
The problem
In many markets, including Lebanon, customers message businesses on WhatsApp first. Staff reply from a phone, conversations get lost between people, and the same confirmation or status message is typed again and again.
- Replies depend on who happens to see the message
- Order and appointment updates are sent by hand
- There is no shared record of what was said
How it works
The business connects its WhatsApp Business account to a shared inbox and a small workflow service. Routine messages are sent or answered automatically, and everything else is routed to a person with the history attached.
- Connect the business number. The WhatsApp Business account is linked through the official business interface.
- Define the automated messages. Confirmations, reminders and status updates are written and approved as templates.
- Answer first, hand over when needed. Simple questions are answered; anything else is assigned to a team member.
- Keep one shared record. Every conversation is stored and searchable by the team.
What it automates
- Order and booking confirmations
- Appointment reminders
- Status and delivery updates
- First answers to common questions
- Routing conversations to the right person
Where it fits
It works alongside your order, booking or CRM system: events there trigger messages, and replies are recorded back against the customer.
Potential benefits
- Customers get timely, consistent messages on the channel they already use
- Staff stop retyping the same updates
- The team shares one record of every conversation
Limitations
- Business-initiated messages must use pre-approved templates and follow the platform's rules
- Customers must have agreed to be contacted
- Platform pricing and policies can change
How to start
- Pick the three messages your team sends most often.
- Get the templates approved and decide who handles replies.
- Start with confirmations and reminders, then add question handling.
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