What it does
- Answer and route WhatsApp messages with the WhatsApp Routing Agent.
- Route inbound email by intent with ERA, using rules for known patterns and an AI model for the rest.
- Draft quotation replies for email enquiries with the ERA Smart Quotation setting, for a person to review.
- Watch for unanswered email threads and send follow-up reminders and escalations with the Follow-up Monitor.
- Review everything in the execution history of each workflow.
How it works
- Connect your channels: WhatsApp Business numbers through the Meta WhatsApp Cloud API, and your shared mailbox through ERA.
- Describe in plain language the kinds of enquiry you receive and what should happen to each: reply, forward to a person, or both.
- Add your business information, and for knowledge-heavy answers attach a knowledge base, so the agent answers from facts you provide.
- Send test messages, set a fallback for anything that matches no route, then enable the workflow and review every message in the execution history.
Who it is for
Businesses where the same customer may message on either channel: travel agencies, hotels and tour operators, retailers, institutions and B2B sales teams. You set up each channel once, with the same routes and business information.
Control and safety
You decide what is automated. Each route can reply, forward the enquiry to a person, or do both, the agent can only use the destinations you saved, and every message and action is kept in the execution history so your team can review it.
Frequently asked questions
Which channels does it work on?
WhatsApp through the Meta WhatsApp Cloud API on your WhatsApp Business numbers, and email through the ERA email routing workflow on your shared mailbox. They are separate workflows, each with its own setup and execution history, and you can run both.
Does the agent replace my team?
No. It handles the repetitive first response and sends real enquiries to the right person with the details attached. Anything that needs judgement, such as a custom price or a complaint, is forwarded to your team.
Is there one shared inbox for both channels?
WhatsApp and email run as two workflows with separate histories. Both forward enquiries to your team, so people get a consistent hand-over from either channel.
Also known as
WhatsApp and Email Automation also covers what people search for as:
- Omnichannel Enquiry Automation
- Multichannel Customer Response
- Customer Communication Automation
- Unified Inbox Automation