Case study
WhatsApp automation for customer engagement
A retail business moved customer conversations from staff phones to the official WhatsApp Business Platform, adding a shared inbox, bots for order questions and opt-in notifications.
- Share of conversations resolved by the bot
- Pending
- Change in median first response time
- Pending
- Order-update read rate
- Pending
The challenge
Customer messages arrived on several staff phones running the consumer WhatsApp app. Response times were unknown, conversations were lost when staff changed roles, and the business could not send order updates at scale without risking its number.
The solution
INTELLIA migrated the business number to the WhatsApp Business Platform, deployed LOOMX with a shared inbox and order-status bot connected to the order system, set up opt-in capture and approved utility templates, and routed complex cases to CX Hub tickets.
Implementation timeline
2 weeks
Verification and migration
Business verification, number migration and template approval.
3 weeks
Bot and integration
Order-status flow, inbox setup and webhook integration.
2 weeks
Launch and tuning
Agent training, opt-in rollout and bot improvements.
Results
Metric pending
Share of conversations resolved by the bot
Metric pending
Change in median first response time
Metric pending
Order-update read rate
Tech stack
How we built it
The order-status flow asks for an order number or phone, calls the order system's API and replies with status and tracking. If the order is delayed or the customer asks for a person, the conversation moves to the shared inbox with full history.
Trade-offs we made
- Buttons before free text. Early flows used quick-reply buttons for common intents; free-text AI answers were added later, once the knowledge base was reliable.
- Utility before marketing. Order updates went live first; marketing campaigns waited until opt-in volumes were meaningful.
This case study is a draft based on INTELLIA project work. Client name, country and results are withheld until approved.
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