Map the inquiry and the next useful sales action
Write the request the workflow is meant to support: an approved project brochure, a specific question, a requested contact or an appointment enquiry. Identify the actual offer, language, receiving team and how the business knows what the person requested. Do not assume every property inquiry should enter the same promotional sequence.
For each proposed message, record its purpose, trigger, content owner, next action and stop condition. Check that any brochure, price or availability information is current and approved. A message that was suitable for an old launch may misrepresent today's inventory.
Check the current messaging route before enabling it
Policy checked 24 October 2026: businesses initiating conversations through the Business Platform need approved templates. Template-free replies are allowed within 24 hours of the person's latest message; outside that window, an approved template is required. Check permission and the template's current status as well.
Record the permission source, selected route, responsible owner and review date in the workflow brief. Confirm any provider-specific capabilities and limits in the actual account. An integration must not be described as automatically compliant or able to support unlimited staff simply because it uses an API.
Primary reference: WhatsApp Business Messaging Policy — updated 23 September 2026, checked 24 October 2026
Design the point where a person takes responsibility
Decide which requests the workflow can answer from approved information and which require a sales representative. Provide a clear route to a person, and record what happens outside working coverage. An assignment rule and a sent message are evidence of process activity, not proof that the request was resolved.
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On smaller screens, scroll the table horizontally to read all columns.
| Situation | Required decision | Evidence to keep |
|---|---|---|
| A permitted inquiry arrives | Match the record and determine the next allowed action | Source reference, identity and responsible role |
| Approved information is requested | Use current content through the appropriate message route | Content version and actual processing result |
| A question needs a person | Assign and confirm an available owner | Assignment, acknowledgement and unresolved status |
| Receiving or sending fails | Retry safely or escalate without duplicating follow-up | Failure reference and recovery owner |
| The person asks to stop | Stop the relevant follow-up and synchronise suppression | Recorded request and suppression outcome |
Test the failure and stop paths as well as the greeting
Use authorised test recipients or an appropriate test environment. Exercise repeated events, a missing CRM record, an unavailable representative, rejected sending and a stop request. Verify that retries preserve identity and do not create an additional person or repeat an unwanted message.
Review the receiving permissions, conversation access, credential maintenance and error owner. Keep secrets and private conversation content out of public documentation and analytics. A successful demonstration is acceptance evidence for the tested path, not proof that every future case will succeed.
Measure the actual follow-up outcome
Separate attempted and accepted sends, available delivery evidence, replies, completed contact, project-fit decisions and appointments that were actually recorded. Use the provider's real status definitions and keep unavailable information marked as unknown. Define response and booking targets from the provider's recorded statuses and the sales team's actual capacity.
Compare the same inquiry cohorts and observation window. Ask whether an unresolved queue, unsuitable offer or incomplete sales record explains the result before adding more automation. The linked routing guide diagnoses a live flow; this guide helps plan and accept the work before expanding it.
Frequently asked questions
Choose the next step for your project review
- Compare CPQL and advertising spend per contract
- Review calculation definitions and limits
- Read the GPR Property experience in context
Share the project brief, target market and available budget. For existing campaigns, include aggregate spend, lead quality and follow-up outcomes for the same period to define the scope and deliverables.
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