WhatsApp Bot

Conversational surface for the active base - the primary delivery channel named on page 2.

Vertical: BTL · Status: ⬜ Planned Back to BTL · workflows index

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Trigger

Outbound from a Program workflow, or inbound when a customer starts a conversation.

Flow

outbound: template message (pre-approved)
        |
customer replies  ->  session opens
        |
intent handling
        |
  |- self-serve: balance - statement - payment
  |- product journey: hand to application flow
  |- escalate: human agent
        |
session close + transcript to CRM

The constraint that shapes everything

WhatsApp Business separates template messages (pre-approved, usable outbound, anytime) from session messages (free-form, only inside a 24-hour window opened by the customer).

That single rule drives the whole design: outbound campaigns need approved templates in advance, and anything conversational only works once the customer replies.

Agents involved

Creative Agent to draft templates - Compliance Agent to review them before submission for approval.

Blocked on

WhatsApp Business API access, template approval process, and channel dispatch.

Roadmap source

Page 2 - WA Bot / App Adoption / Digital Web as the Active-base delivery line — see roadmap_ref_extracted.md.