AyenAutomatesWorkflow example
WhatsApp AI agent
A conversational support pattern for handling approved questions, retrieving reference material, and escalating selected requests.
01 / The problem
Where the work gets stuck
Questions in messaging channels can require consistent reference material, routing, privacy controls, and escalation.
02 / The approach
One connected workflow
A scoped assistant can use approved reference material, prepare responses, and route selected conversations to a person.
Start with the information and channels the workflow is allowed to use.
Make validation, routing, and exception handling explicit.
Keep people responsible for decisions that need context or approval.
03 / Workflow
A practical view of how information moves from the first input to the final handoff.
- 01
Receive a message through an approved account and channel.
- 02
Classify it within the defined support scope.
- 03
Retrieve approved reference material.
- 04
Prepare a response or escalate the request.
04 / Project details
Individual and group conversations
The assistant is designed for a business that supports students and coaching customers through both direct WhatsApp conversations and group discussions.
Conversation handling
- Receive questions from individual chats or permitted group conversations.
- Classify the question within the defined coaching or support scope.
- Maintain enough conversation context to handle follow-up questions.
- Prepare an answer from the business knowledge base or route the request to a coach or administrator.
Knowledge and reporting access
- Retrieve detailed programme, coaching, and support material through a RAG knowledge base.
- Separate student-facing reference material from administrative information.
- Retrieve selected statistics or database information for coach and administrator requests.
- Keep unsupported, private, or high-risk questions outside the automatic response path.
Operating controls
- Define which accounts, groups, and message types are in scope.
- Add escalation and moderation rules for conversations that need a person.
- Record the minimum conversation information required for continuity and reporting.
- Keep access to coaching and administrative data aligned with the user’s role.
A useful starting point
Is a similar handoff slowing your team down?
Bring the current process, the systems involved, and the exceptions your team handles manually. We will identify a useful first scope together.
Book a discovery call