Handle a customer enquiry
Receive a WhatsApp or Instagram enquiry, understand and route it, work it from a shared inbox with customer context and translation, then mark it Handled and archive it.
Starting point
The journey begins when a customer sends Oto a WhatsApp or Instagram message, or when permitted staff open an active inbox conversation.
Steps
- 1
Receive the customer’s WhatsApp or Instagram conversation and connect it to the available customer, registration, booking, or event context.
- 2
Use AI to classify the enquiry, ask clarifying questions when needed, or answer with a direct quotation from Oto knowledge.
- 3
Route the conversation to the configured shared inbox and make it available to staff permitted by role, department, or manual assignment.
- 4
Automatically translate messages when the customer and staff use different supported languages while keeping the originals available.
- 5
Assign, reply to, and mark the conversation Handled so it moves from the active inbox to the archive.
- 6
When appropriate, use a guardian-sent photo to add a proposed pickup person to the child’s registration.