Treat WhatsApp as a service channel, not an isolated bot
The AI agent should use the same approved knowledge, customer verification rules and escalation policies as the wider service operation. Channel convenience must not create a separate version of the truth.
Design the conversation around logistics intent
Customers may send short messages, screenshots or incomplete shipment references. The workflow should identify intent, request only missing details and explain the next step clearly.
- Service and route questions
- Shipment status requests
- Document requirements
- Quotation qualification
- Exception or complaint routing
Verify identity before protected data
A phone number alone may not be enough to expose order information. Define verification using shipment references, customer records or another approved factor before retrieving protected fields.
Control multilingual quality
Maintain a shared source of approved facts, terminology and policies. Test important answers in each target language and transfer conversations when meaning or confidence is unclear.
Measure resolution and transfer quality
Track whether the AI resolved the intent, collected the required information and routed the case correctly—not only how quickly it replied.