WhatsApp conversation handling

When a message lands in Picky Assist, the agent reads the thread, the contact record, and the intent the bot detected, then replies using the approved answer your rule holds for that question. Routine asks, like hours or order status, resolve in the channel and update the CRM note. Messages the agent cannot answer with confidence, or that carry a complaint or refund request, go to a human with the full history attached. The agent keeps every reply it sent on the contact timeline so a person can pick up mid-conversation without losing context.

Social CRM enrichment

As contacts arrive from WhatsApp or social channels, the agent reads the profile details Picky Assist captured and updates the CRM record your rule maps them to, adding the channel, the first message, and any tag the bot applied. Clean profiles merge into the existing contact quietly. Details that conflict with a known record, or a contact reaching out on several channels at once, go to a person to consolidate. The agent notes the original source on each field so your team can see which channel a piece of data came from.

Broadcast reply routing

After a WhatsApp broadcast goes out, replies flow back through Picky Assist, and the agent reads each response, classifies it against your rule, and moves interested contacts to the follow-up stage the campaign names. Opt-out requests get honored at once and the contact record updated. Replies that read as questions, objections, or anything ambiguous go to a rep with the message quoted. The agent keeps a count of how each broadcast landed and notifies the owner, while leaving judgment on borderline responses to a person rather than guessing intent.