Scope
Oto brings WhatsApp and Instagram conversations into shared customer inboxes and connects workflow records with configured accounting, payment, and support providers. Further messaging sources can be added later. Users see the provider status relevant to their task.
Design
Customer messages from WhatsApp and Instagram enter the same inbox workflow, where Oto retains the source and available delivery state. A user can also start an action such as sending a message, exporting accounting information, or processing a payment. Oto shows the available delivery, processing, or reconciliation status and provides the required follow-up actions.
Failure handling
If a provider does not confirm the result, Oto does not present it as successful. Authorized users can review the unresolved action where the source workflow requires reconciliation.
Requirements
- Show the delivery or processing status available from the configured provider.
- Support WhatsApp and Instagram as the initial customer messaging sources and allow further sources to join the same inbox workflow later.
- Support the accounting, payment, and other provider connections required by Oto workflows.
- Allow authorized users to review failed or unresolved provider activity where the source workflow requires it.
Verification
- Test the user-visible success, failure, and unresolved states required by each provider workflow.