Connect a WhatsApp Business account to Inrepli so the Agent can manage inbound WhatsApp Conversations, qualify Contacts, and escalate when human review is needed.
Overview
WhatsApp is a preferred communication Channel in many regions, especially when Contacts expect fast and conversational responses.
Businesses can use a WhatsApp Business account connected to a business phone number. After the account is connected to Inrepli, the Agent can manage inbound WhatsApp Conversations at any time.
Connect WhatsApp
Inrepli connects with your WhatsApp Business account through a supported Integration.
Once connected, the Agent can receive and respond to messages sent to your business phone number. Conversations are stored in Inrepli and associated with the relevant Contact and Company records when matching information is available.
Manage Inbound Conversations
The Agent can support Contacts through WhatsApp by:
- Responding to new messages
- Answering questions using Agent Training
- Collecting Contact and Company information
- Completing Data Enrichment and Qualification
- Assigning qualified Contacts to an Account Manager
- Helping Contacts schedule Meetings
- Escalating Conversations when human review is required
This allows your business to provide consistent support across time zones without requiring a team member to monitor WhatsApp continuously.
Contact Matching
When a new person contacts your connected WhatsApp number, Inrepli creates or updates a Contact record using the available phone number and Conversation information.
If the phone number is already associated with an existing Contact, the WhatsApp Conversation is added to that Contact’s profile instead of creating a duplicate record.
This keeps Conversations from different Channels connected to a single Contact whenever matching information is available.
Human Involvement
The Agent continues the Conversation when it has enough information and authority to complete the next action.
When direct human involvement is needed, the Agent can assign or escalate the Conversation to an Account Manager or another User. The assigned team member receives the Conversation history and the information already collected by the Agent.
This allows your team to focus on qualified opportunities and Conversations that require human judgment.