Intake
01Message arrives
The customer starts or continues a WhatsApp thread.
Messaging channel
SoonBring mobile support conversations into the same operational queue.
WhatsApp messages can be triaged, summarized, routed, drafted, and escalated without isolating mobile conversations from the rest of support.
Message arrivesIdentity checkedAura draftsHuman route
WhatsApp
customer messages
whatsapp intake
Mobile message support
human escalation ready
Customer identity
Contact
+20 0100 000 0000
demo number
Account
Acme Demo
matched by phone
Language
English
detected
Thread
11:21
My order arrived missing an item.
mobile message
Quick reply
Ask for package photo and order ID.
source grounded
Escalation
missing item claim
requires human
Operator control
Owner
Returns desk
queue
Media
photo requested
PII note shown
Audit
reply approved by Sara
11:24
channel01
Receive
Mobile conversations enter the same support workspace.
assist02
Draft
Aura suggests short replies with source and confidence.
handoff03
Escalate
Sensitive claims move to a human owner.
Integrations overview
WhatsApp messages can be triaged, summarized, routed, drafted, and escalated without isolating mobile conversations from the rest of support.
How it works
customer messages
01
Message arrives
The customer starts or continues a WhatsApp thread.
02
Identity checked
Replofy links the message to known customer context when available.
03
Aura drafts
Routine questions get approved answers for review.
04
Human route
Billing, angry, VIP, or unclear cases move to an operator.
Data entering Replofy
What WhatsApp contributes.
Data
Used by Aura
Operator control
Data
Message thread
Used by Aura
Summarize and classify
Operator control
Reply or reassign
Data
Phone identity
Used by Aura
Match known customer
Operator control
Verify before sensitive action
Data
Message timing
Used by Aura
Prioritize urgent replies
Operator control
response-time and queue status
Data
Attachments
Used by Aura
Add context where allowed
Operator control
Review before escalation
Messaging workflow
Fast replies with escalation controls.
Context
02Identity checked
Replofy links the message to known customer context when available.
Assist
03Aura drafts
Routine questions get approved answers for review.
Control
04Human route
Billing, angry, VIP, or unclear cases move to an operator.
Boundary notes
Mobile support guardrails.
01
Verify identity before account or billing help
02
Use short replies suited to messaging
03
Escalate sensitive issues to secure channels
04
Track mobile conversations in the same timing rules
Related pages
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Review WhatsApp flow
Treat WhatsApp as support work, not a side channel.
Route high-volume mobile messages through the same controlled process.