Before building chatbot flows, map ownership boundaries first
Automation works better when teams define who takes over conversations, when, and why.
Template quality is an operations issue, not only a copy issue
Message templates should reflect escalation paths, intent categories, and response expectations.
How to run a low-risk wati.io pilot in one department
Start with one bounded customer journey, set review intervals, and define fallback actions early.
What changes after moving support conversations to WhatsApp
Speed increases, but so does pressure on role clarity, routing hygiene, and handover timing.