Convert Conversations Into Trackable Service Requests

WhatsApp is already the channel occupants use. Connecting it properly turns an informal habit into a measurable service operation.

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The business problem

A channel in use but not in the system

Building managers already receive requests by WhatsApp on personal or shared numbers. Those messages are handled informally, are not measurable, and disappear when a staff member leaves. The channel is in production without any of the controls production implies.

Requests arriving on personal or shared numbersNo service record, SLA or measurable responseHistory lost when staff changeNo continuity or coverage outside one person’s hours

The IntelliGrid approach

A managed service number, connected to the platform

A WhatsApp Business number becomes an official service channel. Messages are interpreted, classified and converted into tracked work orders with SLA clocks, and status updates return in the same conversation. Coverage no longer depends on one person’s phone.

WhatsApp Business API connection with a managed numberAI classification, location and asset matchingWork order and SLA created automaticallyStatus updates and templates returned to the requester

Capabilities

Integration scope

WhatsApp Business API

Connection through an approved business account and number.

Message handling

Text, image and voice messages ingested and classified.

Template messages

Approved templates used for acknowledgement and status updates.

Session management

Conversation threads associated with the service record.

Agent fallback

Escalation to a human agent with full context attached.

Multilingual handling

Requests processed in the languages your occupants use.

Number management

Official service numbers replacing personal devices.

Workflow

Message to record

Message Interpret Classify Work Order SLA Dispatch Status Update

Business benefits

A channel with production controls behind it Requests measurable from first message Continuity independent of individual staff Occupant updates issued automatically Full conversation history retained with the record