Interactive WhatsApp Support & Triage Workflow
Deterministic, menu-based WhatsApp automation that routes support, generates tickets, collects feedback, and books meetings — with no human agent.
Project Description
A structured, logic-driven WhatsApp automation system built for a dedicated client deployment. It provides an interactive, menu-based interface to autonomously handle support routing, ticket generation, feedback collection, and meeting scheduling.
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Problem
Handling customer support over WhatsApp turns a business number into a chaotic inbox of unstructured queries. Manually reading, categorizing, and answering every message — a complex ticket, a simple info request, or a meeting request — created a massive operational bottleneck and delayed response times.
Solution
I engineered a deterministic workflow on the WhatsApp Business API. Rather than open-ended AI, it uses a strict interactive menu architecture for maximum reliability: each inbound message triggers a numeric menu (e.g. '1' for Support, '2' to Book a Meeting), and the backend routes the user through the right sub-menus — logging tickets, serving instructions, collecting feedback, or scheduling appointments, all without a human agent.
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