Service
SMS and WhatsApp Automation
Answer routine questions and send useful updates through SMS and WhatsApp using your business records.
The problem
An automated message is useful only when it answers the question a customer actually asked. A generic reply can create more work if staff still need to search for the answer. In GhLearner, students use a WhatsApp learning channel connected to the same backend as the website and apps. We have worked with Arkesel, Hubtel, Emergent and Nsano for messaging-related integrations. The right workflow begins with the event or question, then checks the business data needed to respond accurately.
Benefits
- Customers receive relevant information through familiar channels
- Staff spend less time repeating standard replies
- Messages can reflect account or service records
- Unresolved cases can be routed to a person
What you get
- Messaging workflow design
- WhatsApp API and SMS provider integration
- Backend data lookup and response logic
- Notification triggers and exception handling
- Testing, monitoring and maintenance
How it works
- We review the messages customers send and the updates they need.
- We decide which replies can be automated safely.
- We connect the workflow to the appropriate records and provider.
- We test missing information, delays and handover cases.
- We launch and refine the workflow based on real enquiries.
Questions
Will a WhatsApp bot understand every question?
No. It should handle defined requests well and provide a route to a person when the request is unclear or outside its scope.
Can you use our existing customer records?
We can assess a connection to your existing database or API, subject to access, permissions and data protection requirements.
Do we need WhatsApp Business approval?
The relevant WhatsApp Business Platform requirements and template approvals depend on the use case. We can help prepare the technical integration and approval steps.
Can SMS be used without WhatsApp?
Yes. SMS is often suitable for receipts, reminders and short status updates, including when a customer is not using WhatsApp.
Related work
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SwiftSchool
School management software built from one school’s needs and now used by 12 schools for fees, attendance, reports and parent communication.
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GhLearner
An examination-preparation service with one backend for its website, Android and iOS apps and WhatsApp bot, serving over 50,000 unique users.