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A customer writes at nine in the evening. Nobody answers, by morning the message is buried under newer ones, and a day later they buy next door. The fix is a process, not another hire.
Discuss the automationThe message arrivesDMs, comments, WhatsApp and Viber land in one queue instead of four apps
An answer goes out at onceThe person gets an acknowledgement and knows they were seen — even outside hours
The request is recognisedPrice, availability, booking or complaint — the scenario is chosen by meaning, not by menu buttons
The customer is identifiedIf they have written or bought before, their history opens — nothing is asked twice
An action or a personRoutine closes itself; complex goes to an employee together with the conversation
The outcome in the CRMThe enquiry and its outcome are stored: how many arrived and how many closed without a human
Instagram, WhatsApp and Viber connect through official interfaces — no logging in as someone else.
Conversations with status and owner, the customer's history alongside, search by content.
Common questions, confirmations and follow-ups — with a clear handover to a person at any point.
Appointments booked inside the chat, a reminder the day before and rescheduling without a call.
Who receives an enquiry: by language, topic, workload and the employee's hours.
An enquiry becomes a deal or a task, and the conversation is stored in the customer record.
A question under a post gets an answer and a move into DMs instead of hanging in public.
How many enquiries, from which channels, first-response time and the share closed by a scenario.
Accounts and business profiles stay yours; access is granted to the app and revocable at any time. We follow the platforms' rules: bulk messaging without consent gets a number or a page blocked.
We do not disguise a scenario as a live employee. A fast, relevant reply — a confirmation, a price, an available slot — reads as normal service. The moment a question falls outside the scenario a person steps in and sees the whole conversation, so the customer never starts over.
Blocks come from breaking the platform's rules — messaging without consent, emulating a login, aggressive bulk sends — not from automation itself. We connect through official interfaces and stay inside the limits: we answer people who wrote first rather than blasting a list.
No, in Serbia that is closer to the norm. The language is detected automatically, the reply goes back in the same one, and assignment accounts for which staff work in which language. Scenarios are written for all three from the start — otherwise some customers get an answer in the wrong language.
Then a full automation project is overkill, and we will say so. At that volume it is usually enough to bring the channels into one window, set an out-of-hours acknowledgement and link conversations to the CRM. Scenarios come later, once patterns appear.
In messengers, only to people who explicitly agreed, and within the platform's rules, which set separate requirements and time windows for promotional messages. We configure consent and opt-out so it does not lead to complaints and blocks; we do not do bulk sends without consent.
