- Messages arrive without lead context
- Customers repeat the same details
- Follow-up gets lost in the inbox
Separate steps. Lost context.
MESSAGING / Webcat Labs
Keep the conversation moving.
Bring WhatsApp into the wider customer journey, with timely replies, follow-up and a clear path to your team.
CONNECTED WORKFLOW
- 01Lead arrives↗
- 02WhatsApp message↗
- 03Customer reply↗
- 04CRM context↗
- 05Human handoff↗
Keep the thread useful from first reply to the human handoff.
01 / THE OPPORTUNITYFROM FRAGMENTS TO FLOW
A familiar channel. A clearer process.
Continue useful conversations in the channel customers already use.
- Recognise the enquiry →
- Reply with approved information →
- Pass history to the right person →
One journey, with the next action visible.
02 / WHAT WE BUILDMESSAGING
Built around the way you work.
WhatsApp setup depends on your approved business account and messaging provider.
Respond thoughtfully
Create message paths using approved business information and customer intent.
Follow up with context
Keep messages connected to the enquiry instead of starting over each time.
Know when to hand off
Move complex or sensitive conversations to a person with the history attached.
03 / WHERE IT HELPSPRACTICAL USE CASES
Start with a useful moment.
We scope the workflow around your tools, content and team.
Website enquiries
Continue a website conversation in WhatsApp with the original request attached.
Appointments
Guide booking questions and hand off changes that need a person.
Customer support
Answer common questions and keep a route open for exceptions.
04 / THE JOURNEYFROM FIRST STEP TO HANDOFF
Make each handoff count.
The exact steps depend on your existing tools and the customer experience you want to create.
- 01Lead arrives
- 02WhatsApp message
- 03Customer reply
- 04CRM context
- 05Human handoff
05 / QUESTIONSGOOD TO KNOW
Questions before we begin?
We can work through the details of your tools and process together.
Do we need a WhatsApp Business account?
Setup depends on an approved business account and a suitable messaging provider. We review what you already have.
Can messages connect to our CRM?
Where supported by your tools and provider, we can connect conversation details and next steps.
Can our team reply directly?
Yes. We design a clear handoff for conversations that need a human response.
How do you handle outbound messages?
Message templates, consent and delivery rules are reviewed against the account and provider before setup.
06 / LET’S TALKSTART WITH YOUR WORKFLOW
Tell us what needs to work better.
Share a few details, then choose a time to talk through the best starting point.
Prefer WhatsApp? Message us