WhatsApp conversations

WATI runs your customer chats over the WhatsApp Business API, each tied to a contact record. When a message arrives, a Beam agent reads the thread, applies your reply rules, and answers common questions using approved templates. It updates the contact with tags, order status, or the reason for contact, and assigns the chat to the right queue. Messages that raise a complaint, ask for something outside your templates, or signal an upset customer are handed to an agent, who takes over the conversation while the record stays current.

Broadcast lists

WATI sends template broadcasts to segments of your contacts. A Beam agent builds a send list by reading contact fields against your rules, checks that each number has opted in, and schedules the broadcast for approval. After it goes out, the agent reads replies and tags interested contacts for follow-up. Contacts with unclear consent, a recent opt-out, or a reply that needs a human answer are pulled from the automated flow and passed to your team, so nobody is messaged against their stated preference or your policy.

Contact records

Every WATI contact carries attributes like name, tags, and custom fields used for routing. A Beam agent keeps these current: when a chat reveals a new detail, it writes the field, updates lifecycle stage, and links the contact to your CRM entry. On a schedule it tidies tags so segments stay accurate before a send. Contacts that appear to be duplicates, or whose details conflict between WATI and your CRM, are flagged for a person to merge or correct, rather than being overwritten by the agent on its own.