First response
Instant, 24/7
Repetitive Qs
Handled before handoff
Lead context
Full thread in CRM
Team load
Focused on qualified leads
The problem
A service business with strong organic interest was losing leads to faster competitors. Most inbound came through WhatsApp, and the team was spending mornings answering the same five questions before any qualified conversation could happen. After-hours leads went stale because there was no first-touch.
How we approached it
- 1Reviewed three months of WhatsApp conversations to identify the most common questions and decision points
- 2Defined what a "qualified" lead looked like for the sales team, in their own words
- 3Designed an AI triage layer that handles repeated questions and routes qualified leads with full context
- 4Built clear human handoff with confidence thresholds and team alerts
What we built
- AI triage agent on WhatsApp and the website chat with shared context
- FAQ handling, qualification questions, and quote intake flow
- Lead routing with full conversation context into the sales workflow
- Confidence-based human handoff with team alerts for high-intent conversations
- Conversation monitoring, escalation flagging, and weekly performance reports
The outcome
First response is now instant on WhatsApp and web, even after hours. The team starts each morning with qualified, contextualised leads instead of a backlog of repeat questions. Sales conversations begin further along the buying journey, and the team can focus on the conversations that actually move deals.
Client industry and outcomes are accurate; the specific business has not been named, in line with their preference until a joint announcement.