Identified contact
Maintain channel data and identities associated with the correct conversation.
Commerce and delivery: organized conversations from first contact to return
Centralize questions and requests received via WhatsApp, identify each contact and forward the conversation to the right person.
Illustrative scenario
How the situation may appear in everyday life
A contact asks about availability, delivery and service options. The team identifies the topic, assigns the conversation, and keeps helpful notes so feedback continues without repetition.
Illustrative flow
A possible sequence to guide care.
Identify the contact and subject
Confirm who the team is speaking to and rate the intent of the conversation.
Assign the conversation
Direct the service to those who can respond and record an internal note when there is context to preserve.
Keep history
Use messages and contact details to continue service and direct execution to the appropriate product.
Resources that support this flow
Resources give structure to the service; The rules and decisions remain the responsibility of your team.
Service Tags
Classify issues and priorities without turning Lumez into an ordering system.
Visible responsible
Show who should respond and transition the conversation with context when necessary.
Queryable history
Revisit previous conversations and understand the contact's relationship with the company.
What to line up before you start
A clear configuration starts with the actual process, responsibilities and the minimum amount of information required.
- Define which subjects and priorities should become tags.
- Agree who responds to each type of request received via WhatsApp.
- Maintain orders, inventory, payments and commercial execution on the company's own products.
See also
Conversations under control
Turn conversations into organized work
Create an account to learn about Lumez and configure service according to your team's responsibilities.