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Begin with a bounded administrative use case
Examples to review include asking for branch information, requesting an appointment or finding the correct support team. Write down the permitted response and the point at which the customer moves to an authenticated service. Do not turn a general chat into an approval or advice process.
Review the actual product and activity
WhatsApp policies restrict certain products and business activities. A financial-services label or local licence alone does not establish platform eligibility. Identify the product, message and country, then have the organisation’s responsible team review the applicable platform and regulatory requirements.
Keep sensitive credentials out of the conversation
Direct customers to the organisation’s approved secure process for authentication and document exchange. Do not request passwords, card details or sensitive account identifiers in a general enquiry. A website enquiry draft is not a secure customer portal or transaction authorisation.
Assign ownership and escalation
Define the administrative questions an agent can answer and when to transfer the customer. Keep a clear record of the next action in the agreed system. A chatbot should not create the impression that an account change, financial decision or transaction has been approved.
Confirm the implementation boundary in writing
Discuss access controls, retention, system integration and the information agents may see. Any proposed workflow depends on product eligibility and the customer’s internal review. Whats-Now does not promise a compliant financial service or an approved use case merely because a demo is requested.
An administrative enquiry with a secure next step
An existing customer asks to speak to the relevant service team. An agent handles the routing and directs any sensitive account action to the organisation’s approved process.
Bring your preferred customer language and current business tools. Your India quotation will state the billing currency and implementation scope.