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WhatsApp flows and bots wired into your systems

Your customers already write to you on WhatsApp. Being there is not the problem: the problem is that those conversations live on somebody's phone, leave no record, and never reach the systems where the work actually happens.

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In the Dominican Republic WhatsApp is not one channel among several — it is the channel. The order arrives there, the balance enquiry arrives there, and so does the complaint. What almost never happens is that any of it connects to anything: somebody reads the message, opens the system, looks up the customer, answers by hand, and the conversation is lost.

We build the bridge. Conversational flows on the official WhatsApp Business API that read from and write to the systems you already use — ERP, Odoo, databases, document repositories — so the answer carries the real figure and the operation leaves a record. Where it earns its place, with artificial intelligence to understand what the person actually wrote, typos and local phrasing included.

What it includes

Official WhatsApp Business API

On Meta's official platform, not on automations that drive the regular app. That means a verified number, several agents on one line, and a channel that does not depend on somebody's phone being switched on.

Conversational flow design

What gets resolved automatically, what needs a person, and exactly where the handover happens. A flow that does not know when to give up creates more friction than the email it replaced.

Integration with your systems

The flow reads and writes where the information lives: ERP, CRM, database or in-house system, through their APIs. Without that it is a recorded answer tree, which is precisely what people hate.

Approved templates for outbound messages

We prepare and register the templates Meta requires to message first, in the correct category — utility, authentication or marketing — because both approval and cost depend on it.

Understanding with artificial intelligence

Where the case warrants it, the flow interprets natural language instead of forcing people to pick a menu option. That includes understanding how people actually type: abbreviated, misspelled and without accents.

Human handover and traceability

Escalation to a human agent carrying the conversation's context, plus a record of what was asked, what was answered and what was executed in the systems.

Business benefits

  • Repeat questions stop consuming people

    Order status, balance, opening hours, paperwork requirements: these have an exact answer sitting in a system. Answering them by hand is work that did not need doing.

  • The channel stops living on a personal phone

    With the official API the line belongs to the company, several people can work it, and conversations do not leave when an employee does.

  • Answers carry the real figure

    Querying the system in the moment ends the "let me check and get back to you", which is where half of these conversations die.

  • There is a record of what happened

    What was requested, what was answered and what was executed. That is the difference between a support channel and a black box.

  • Out-of-hours coverage without pretending someone is there

    The flow resolves what it can and queues the rest with a clear expectation, instead of leaving the message on read until Monday.

How we work

  1. Read the real conversations

    We start from what people actually write today. That is where the scope, the order and the wording come from — not from a feature list.

  2. Scope the first flow

    One case with volume and a clear answer. A flow that tries to cover everything from the start never reaches production.

  3. Connect the systems

    Integration with the ERP or wherever the data lives, and a decision on what the flow may write versus only read.

  4. Prepare the channel

    Registering the number on the official platform, business verification, and submitting the templates with their category.

  5. Measure and expand

    How many conversations resolved themselves, how many escalated and why. Only then is the next flow decided.

Flows we typically build

  • Order or request status enquiries
  • Balance, account statement and due-date enquiries
  • Logging requests and incident reports
  • Capturing details to open a case in the system
  • Appointment confirmation and reminders
  • Sending receipts and documents to the customer
  • Operational notifications out of the ERP
  • Frequent questions answered with the system's own data
  • Lead capture into the CRM
  • Handover to an agent carrying the conversation context
  • Announcing visits into residential access control
  • Querying files through document management with AI

Who this is for

Companies where WhatsApp is already the main channel and is being handled by hand: retailers taking orders, services booking appointments, distributors fielding status enquiries, administrations answering the same five questions all day. And those that already run an ERP or in-house system and want the channel to talk to it, rather than adding one more inbox for somebody to watch.

Why CoreTech

The easy part of a WhatsApp bot is the bot; the hard part is making it know something. We implement the systems that hold that data — ERP, invoicing, document management — so the integration is not an annex to the project but its centre. We also say when it is not worth it: if the volume does not justify it or the process changes every week, an automated flow ages badly and it is better to know that upfront.

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Frequently asked questions

The WhatsApp Business app runs on a phone, is handled by one person at a time, and integrates with nothing. The official API is a platform: the line belongs to the company, several agents and a system can work it at once, and it connects to your other systems. An existing number can be migrated, keeping its verification history.

The real risk sits with unofficial automations that drive the regular app and breach the terms. On the official API the channel is legitimate. There are rules, though: messaging first requires an approved template, and both content and category must match what is actually sent.

When a customer writes, a twenty-four-hour window opens in which the business can reply freely. Once it closes, resuming the conversation requires an approved template. This is not a technical footnote: it shapes the flow design and the cost, because templates are billed by category.

There are two separate costs. Meta's, billed on template messages by category — utility, authentication or marketing — which Meta has revised several times; the calculation is done against your real volume at the rates in force when quoting. And the development, which depends on how many flows there are and which systems they integrate with. We deliberately do not publish Meta's rates here, precisely because they change.

In practice it filters rather than replaces. Whatever has an exact answer in a system resolves itself, and whatever needs judgement reaches a person with the context already gathered. Designing that handover is part of the work, and a flow that cannot escalate does more harm than no flow at all.

Yes, that is the usual scenario and the reason most of these projects exist. We connect through available APIs; where a system has no documented integration, we review it first and say what is feasible before committing scope.

Let's talk about your project

Tell us what people ask you every day on WhatsApp and we will work out which of those conversations have an answer sitting in a system — those are the ones that can be automated.

Message us on WhatsApp

+1 (809) 660-4499

Or if you prefer, write to us directly at ventas@coretech.do