Resolve a WhatsApp customer-service request

Handle replies, service windows, identity, assignment and a useful outcome.

A connected sender, inbound handling, an authorized business integration and a team responsible for escalation.

Read the incoming text, media or interactive choice and identify the customer’s current task. Preserve phone and business-scoped identity as supplied; a contact card can describe someone other than the sender.

Use a supported free-form response while the customer-service window is open. Follow the published error when it has closed, and use an eligible approved template when the business needs to restart the exchange.

Match explicit reply identifiers against application task state. Use a quoted-message reference when available, but handle a missing or expired reference. Outgoing metadata does not automatically appear on the inbound reply.

Let the assistant or assigned person use verified business context and permitted actions. Keep read acknowledgements, typing and reactions appropriate to the exchange. Escalate with the goal and attempted steps when needed.

Record the actual order, booking or case update. Explain a failed or pending action clearly, and leave the customer with a useful next step. Track resolution separately from message reads.

If the wrong task receives a reply, inspect reply identifiers, conversation state and optional quote resolution. If two responders compete, correct assignment and automation ownership. A read acknowledgement does not close the customer’s case.