WhatsApp Business Automation

A business handling most of its customer contact over WhatsApp, from a personal number. Enquiries, order updates, and follow-ups were all typed by hand by whoever was free.

• Routine updates — order confirmed, dispatched, payment received — were typed out individually, dozens of times a day.
• Follow-ups depended on someone remembering, so a share of enquiries were simply never chased.
• Because messages sat in one person's phone, there was no shared record of who had been contacted or what was said.

• Integrated the official WhatsApp Business API against a business number rather than a personal one.
• Built templated notifications that fire from the business system's own events, so no one types a status update by hand.
• Added scheduled follow-up messages for enquiries that have not been responded to.
• Captured every inbound enquiry into a list with a source and a timestamp, so it can be reviewed rather than scrolled.

• Routine status messages are sent by the system from the event that triggers them, instead of being typed each time.
• Enquiries are recorded in one shared list with their source, so follow-up no longer depends on an individual's memory or phone.
• Customer communication now runs on a business number that survives a change of staff.

These are described improvements to the process, not measured figures. We have not published percentages or savings for this project because the client has not shared and confirmed those numbers — and we would rather say that than invent them.