Business Automation · WhatsApp & SMS Automation
Helpful messages. Clear next steps.
Turn repetitive communication into thoughtfully designed flows for enquiries, booking updates, reminders and follow-up — while respecting consent, platform rules and customer preferences.
Useful when
Your team copies the same messages every day, customers miss appointments or updates, or enquiries arriving on WhatsApp never reach your CRM.
What we need from you
- A WhatsApp Business or SMS provider account (or help choosing one)
- How and where you capture consent today
- The journeys and messages you want to automate
- Who answers when a customer replies
How it works
A consent-first message path
No message is sent without consent, and every journey has a way out and a way to reach a person.
Consent
Opt-in captured and stored with the record
Template & provider check
Approved template, sender and rate limits
Send
Triggered by a real event, in the customer's language
Delivery state
Delivered, read or failed — logged either way
Opt-out or human reply
Stop requests honoured; replies routed to a person
Exception path
Delivery failed
Not retried blindly — falls back to email or a task for the team
Common messaging journeys
Messaging works best for timely, expected updates. These are the journeys we design most often — each with consent and a way to reach a person.
Enquiry confirmation
An instant, friendly confirmation with what happens next and when.
Appointment reminders
Reminders before bookings, with simple options to confirm or reschedule.
Order and status updates
Notifications when something changes, so customers don't need to chase you.
Re-engagement
Follow-ups to past customers only where consent and local rules allow it.
Human handoff
A clear path from automated messages to a team member, with context attached.
What's included
- Journey mapping and message design
- Opt-in and preference capture
- Opt-out and suppression lists
- Template preparation for provider approval
- Approved provider integration
- Trigger and timing rules
- Delivery-failure handling
- Messaging-to-CRM logging
- Human handoff design
- Privacy and security review
Not included by default
- Provider account fees and per-message costs
- Bulk marketing to contacts without consent
- Guaranteed delivery — providers and carriers can reject messages
How we approach it
- 1Map journeys
- 2Consent
- 3Templates
- 4Integrate
- 5Test
- 6Monitor
Before real messages are sent
- Provider account, sender and templates approved
- Consent captured and stored with each contact
- Opt-out works instantly and is respected everywhere
- Delivery failures are logged and retried or escalated
- Credentials stay on the server, never in the browser
- Every journey has a route to a person
Appointment reminders that reduce no-shows
Illustrative scenario · not a client case studyBefore
- Staff send reminders manually when they have time
- Customers reply on WhatsApp and nobody logs it
- Rescheduling takes several back-and-forth messages
After
- Approved reminders go out automatically to opted-in customers
- Replies are logged against the customer record
- Reschedule requests are routed straight to the team
Questions we're often asked
Can messages be sent to every lead?
Only where appropriate consent and channel rules allow it. Consent and opt-out handling are designed in from the start.
Can a human take over?
Yes. Every flow should have a clear escalation path to a person, with context carried across.
Which provider will you use?
We decide during discovery based on geography, existing tools, API access and applicable policy.
Do customers have to opt in?
Yes. Automated messages are only sent where the right consent exists for that channel, and customers can opt out at any time.
Design a messaging flow
Share the context and we'll help define a sensible first step.