CONNECTED BUSINESS OPERATIONS
Handle WhatsApp customer conversations with the right audience
Read customer messages in the communication workspace, coordinate internally and send a reviewed reply from the intended WhatsApp account.
Read the conversation before the human reply
A selected customer thread keeps the message context visible.
Can we discuss the visit on Wednesday?
I will check the schedule first.
Thank you. Please confirm the time.
A clear responsibility in your daily work
A customer thread often needs two conversations: the external exchange and the internal decision about what to do. Tsumira connects WhatsApp to its conversation workspace while preserving that audience distinction.
Read the customer context
Open the relevant account and customer conversation before acting. Check the latest message and previous commitments, especially when more than one colleague has worked on the matter or the customer uses several contact channels. WhatsApp is an optional module and must be enabled for the workspace before a number can be connected through the configured gateway. Confirm the account's ownership, who is allowed to use it and whether it is a company or personal number before inviting colleagues into the conversation.
- Inspect the current external conversation.
Discuss work internally
Use internal coordination for questions that should not be sent to the customer. Keeping internal discussion distinct from the external reply makes it easier to review a proposed commitment without exposing an unfinished decision. Access follows the linked account and conversation rules. Personal numbers are private to their owner by default; company numbers use explicit access grants. Internal discussion and external customer messages have different audiences. Review the destination and sender identity before sending any message.
- Internal notes have a different audience.
A reply draft is not a sent message
The person reviews and sends; AI may help prepare text without sending it.
I will confirm after checking availability.
No bulk sending and no AI sending.
Send a deliberate response
Check account identity, destination and final wording before a person sends. AI reply text is assistance, not a dispatched message; the responsible person decides whether the proposed answer fits the customer's circumstances. People send messages deliberately. Bulk sending and AI sending are not supported. Where available, AI can search permitted messages, summarise a chat or propose reply text; it does not gain wider access than the person using it, and a draft still needs human review and sending.
- A person reviews and sends the customer reply.
A concrete workflow
Prepare the context
Open the intended account and conversation and confirm the customer's current question against the existing exchange.
Review the decision
Coordinate any unresolved business decision internally, keeping private notes out of the external reply.
Check the result
Review the outgoing wording and sender identity, send manually and inspect the conversation's resulting state.
An illustrative working example
Illustrative working example
A customer asks whether a visit can be moved. The coordinator checks the external message, discusses the practical constraints internally and writes an answer only after confirming the arrangement. A draft containing an unconfirmed time stays internal until a person has reviewed the commitment and selected the correct sender.
Questions about this topic
Where do connected chats appear?
They connect to Tsumira's conversation and messenger workspace, subject to the linked account's permissions. The account remains relevant to access and sender identity.
Are internal notes sent to the customer?
Internal coordination and external customer messaging have different audiences. Always inspect the selected action and destination before sending.
Can several people coordinate on one matter?
Permitted colleagues can collaborate through the relevant shared context. Company-number grants and explicit conversation sharing determine which people have access.
Does a draft mean the reply was delivered?
No. A proposed text is not a sent message. A person reviews and sends; inspect the actual conversation result rather than inferring delivery from a draft.
Explore connections around this workflow.
Ideas for intended connections. Check the actual availability, permissions and supported data for each app before using a scenario.
Gmail
Workflow concept: Review a selected customer conversation before preparing a separate human follow-up.
Google Drive
Workflow concept: Review the preparation step before using an external source: Open the intended account and conversation and confirm the customer's current question against the existing exchange.
Slack
Workflow concept: Check the actual destination before sharing this result: Coordinate any unresolved business decision internally, keeping private notes out of the external reply.