Lead Nurturing
Follow up while they still care.
An enquiry answered in minutes converts far better than one answered tomorrow. WhatsApp closes that gap without adding headcount.
The problem
Most enquiries arrive outside the hours anyone is watching, and the standard reply is an automated email promising that someone will be in touch. By the time they are, the person has asked two competitors the same question. The other failure is fragmentation: the enquiry comes through a form, the follow-up goes by email, the actual conversation happens on a personal phone, and none of it is visible to whoever handles the next message.
How it works
Set it up once. Then leave it running.
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Capture the enquiry
A form submission or a first WhatsApp message creates the contact with its source and campaign attached, so you know where it came from.
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Reply immediately
An automatic first response acknowledges the enquiry and answers the obvious questions while a human is being found.
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Hand to a person
The thread lands in the shared inbox with the full history, so whoever takes it can pick up mid-conversation rather than starting over.
Message sequence
What your customer actually receives.
Every step is configurable — change the timing, drop a step, or keep it to a single message.
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Immediately
Acknowledge
Thanks for getting in touch! We have your enquiry — here are answers to the most common questions while a colleague picks this up.
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Within the hour
Human reply
Hi Priya, I am Ravi from the team. I have read your question about bulk pricing — can I ask roughly what volume you are planning?
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After 2 days
Nudge · Optional
Just checking you got what you needed. Happy to put together a quote if it would help.
Speed is most of the advantage
For enquiries, response time dominates almost every other variable. The first credible answer tends to win, and on WhatsApp an answer can be sent and read within minutes at any hour.
That does not require staffing overnight. It requires a good automatic acknowledgement and a human reply first thing.
Keep the thread in one place
The reason enquiries go cold is rarely disinterest. It is that the conversation is scattered — part in a form, part in email, part on someone’s phone — so nobody has the whole picture and nobody feels responsible.
One thread against one contact, visible to the team, fixes more of this than any amount of follow-up discipline.
Attach the source
Knowing which campaign produced an enquiry is what lets you spend more on the ones that work. Capture it at the point of contact rather than trying to reconstruct it later.
Works with your store.
Order and cart data flows straight into the conversation.
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HubSpot
Push contacts and deals to your CRM.
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Shopify
Sync orders, carts and customers.
Frequently asked questions
Does an automated first reply feel impersonal?
Less so than silence. The thing to avoid is an automated reply pretending to be a person. Acknowledging the enquiry, answering the obvious questions and saying when a human will follow up is genuinely useful.
How does this connect to our CRM?
Contacts and their attribution can be pushed to HubSpot, so the enquiry becomes a record with its source, campaign and conversation attached rather than sitting only in a chat thread.
What if the same person also emails us?
Conversations are held against the contact rather than the channel, so an agent can see the WhatsApp thread when handling the same person elsewhere and does not ask them to repeat themselves.
How to set this up
The guides and articles behind this use case.
Guide
What are WhatsApp Flows?
What WhatsApp Flows are, how they differ from ordinary messages, and when to use one.
Product
Journey Builder
Build multi-step WhatsApp automation flows that trigger from customer actions — abandoned carts, sign-ups, purchases and more. No code required.
Guide
Setting Up an AI Agent
Configure an AI Agent to answer customer messages from your knowledge base, and set when it hands over to a human.
Put this to work on your store.
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