Who this suits
Sales teams receiving repeatable questions on a business WhatsApp channel.
When a simpler option is a better fit
Keep the Business app and manual replies when one person can handle the inbox and no system integration is needed.
Implementation approach
Capture the customer's question and preferred next step
Route a concise conversation summary to the responsible team
Pause automation during human takeover and stop follow-up after a reply
Illustrative operating rules
Channel journey covering enquiry, handoff, follow-up, and account prerequisites
Illustrative design example. Adapt these rules with the responsible team before implementation.
| Record or decision | Illustrative rule | Accountable owner |
|---|---|---|
| Enquiry | Ask which service is needed before collecting extra details | Inbox owner |
| Handoff | Send the summary and last customer message to an assigned person | Sales lead |
| Follow-up | Check contact preference and messaging eligibility before sending | Channel administrator |
Dependencies and access
- Business-owned number and account administration
- Current platform access and messaging permissions
- Monitored inbox and a named handoff team
Limits and exceptions
Do not treat message submission as delivery. Keep failed sends visible, honour opt-outs and avoid sending private account information before an appropriate identity check. Number migration or coexistence needs account-specific verification.
Scope and cost drivers
Separate implementation charges, inbox/provider fees, delivered-message charges, AI usage and support. Ask for the current official rate card for the recipient markets and message categories.
Acceptance and measurement
Track completed handoffs and unresolved conversations. Report delivered messages separately from qualified enquiries; an outbound click is not a lead.
Questions before starting
What must be ready before implementation?
Business-owned number and account administration; Current platform access and messaging permissions; Monitored inbox and a named handoff team.
Product documentation
Documentation checked 11 October 2026. Access and costs must be confirmed for your account and intended workflow.
Discuss the scope and availability
Tell CraftDuka about the task, your current systems and the people who will use it. Our team is based in Nairobi and serves Kenya and East Africa. We will assess the fit and availability before agreeing a project.