WhatsApp is where many requests start. At Lumez, the team organizes the contact and conversation: identifies the subject, defines who responds and preserves the history. Catalog, order, inventory and payment continue on the company's specific products.
Identify the intention of the conversation
When a contact asks about availability, deadlines or delivery, classify the conversation with a tag that is understandable to the team. The tag helps you locate the service; it does not create an order.
Define someone responsible as soon as the request needs to be returned. This reduces duplicate replies and forgotten conversations.
Preserve only the service context
Use a short internal note when another person needs to understand why the conversation will be transferred or what return has been agreed. Message history remains the source of interaction with the contact.
- Main topic of conversation.
- Current person responsible for return.
- Deadline informed to contact, if applicable.
- Note required for transfer.
- External system reference, when the company uses one.
Route the execution to the appropriate product
Once you understand the request, register the order in the business system chosen by the company. Lumez does not include catalogue, cart, order, inventory, billing or payment.
If someone else takes over the conversation, transfer the service with an objective note and keep the commercial record on the corresponding product.
Get back in touch with history in hand
Before replying again, check previous messages and contact details. This avoids asking for the same information twice and helps maintain consistency between agents.