The problem we help solve
A clearer handoff. Less uncertainty.
Order questions and follow-ups disappear into individual phones, while automated replies lack the context or escalation path needed to resolve a customer’s issue.
How BrownBag helps
We scope a WhatsApp Business Platform connection using your approved provider or Cloud API setup. The workflow connects permitted messages and events to your CRM, helpdesk or order system.
From requirement to operation
Your WhatsApp Business workflow
Design the conversation rules
Agree opt-in, message purposes, templates where required and the situations that must reach a person. Confirm business account and number readiness.
Connect messages and records
Map supported message events to the relevant customer or order, with access controls and a visible delivery or failure state.
Test escalation and opt-out
Check customer replies, failed sends, duplicate events and human takeover. Verify suppression and support ownership before launch.
What we can deliver
- Conversation and consent workflow
- Scoped messaging-system connection
- Human handover and exception tests
We agree the systems, responsibilities, acceptance checks and support arrangements before implementation begins.
Define the right scope
Meta policies, account setup, template approval and messaging limits apply. No cold bulk messaging, automatic template approval or unrestricted access to customer conversations is promised.
Provider requirements and interfaces can change. We recheck the applicable documentation and account access when scoping your project.
Official WhatsApp Business reference →Your questions, answered
Can a person take over from an automated flow?
Yes. We define the trigger, queue and ownership for human takeover, then test that the automation stops or changes behaviour appropriately while the team handles the conversation.
What should we include in the first brief?
Share your current store and systems, provider account status, target markets and the workflow you want to improve. Include typical volumes and the person responsible for operations. Do not send passwords, API keys or customer records.