Work a request from WhatsApp: claim it, give a time, finish it
Your team doesn't have to open Voxido to work a request. When an alert reaches someone on WhatsApp, they can just reply. A few plain words take the request, update the customer, or close it.
This works for anyone in People whose WhatsApp alerts are on. It's handy for field staff, drivers, technicians or housekeepers who never sign in.
Before you start
The person needs:
- A number in Mobile (WhatsApp), and WhatsApp ticked under Send alerts by. See Team notification channels.
- To reply from that same number, to your business WhatsApp number.
Find it: Sidebar → Settings → People → ⋯ on the person → Edit → Calls and alerts
The replies
| They reply | What happens | The customer is told (on WhatsApp) |
|---|---|---|
A time, like 10 min, or on my way, got it | Takes the request. The time becomes the new deadline. No number means 5 minutes. | "You're all set — someone will be with you in about 10 minutes." |
running late, 15 min late, delayed | Pushes the deadline out. No number means 10 more minutes. | "Sorry for the wait — your request is taking about 15 more minutes…" |
done, completed, finished, all set | Marks the request complete. | "Your request is complete — thanks for your patience! …" |
need help, unable, can't do, escalate | Sends it to the next team now, without waiting for the deadline. | Nothing |
The customer only gets these messages if they have an open WhatsApp chat with you. A customer who only called won't get them.
Voxido checks the words in this order: done, then help, then late, then a time. So "Completed in 5 minutes" counts as done.
Other replies are understood too. A voice note, "ho gaya", or "give this to Rahul" is read by AI, which picks the closest action or asks a short question back.
Try it
- A request arrives for the Support team. Rahul gets a WhatsApp alert. You'll see (on Rahul's phone): the alert with the request's summary and the customer's details.
- Rahul replies
20 min. You'll see: in the Team inbox, the request is In progress, assigned to Rahul, with a 20-minute clock. The customer Priya Sharma gets "You're all set…". - Rahul replies
donewhen he's finished. You'll see: the request moves to Done: "Completed by Rahul".
Which request does a reply act on?
- If they reply to (quote) a specific alert, the reply acts on that request.
- If they just send a message, it acts on the newest open request for their team.
If someone has several open requests, it's safer to use the Team inbox for the older ones. See Team inbox.
Buttons on the alert
Some accounts send the alert as a WhatsApp template with buttons, for example 5 minutes, 15 minutes, On The Way, Need Help and Cannot Fulfill. Hotel accounts start with one. Tapping a button works like typing the same words.
Common problems
"Completed in 5 minutes" closed the request. Done words win. To give a time, reply only 5 min.
Nothing happened when they replied. Check that they replied from the number saved in People, that the person is active, and that the request is still open. If no request is open, Voxido answers them as a colleague instead.
The customer got "all set" when they meant "late". Use a late word with the number, for example 10 min late.