WhatsOS WhatsOS Your AI Business Messaging Platform

General Business · Enquiries

Front Office & Reception

Give visitors a clear first point of contact, answer everyday business questions and route enquiries to the right team.

For general business teams handling enquiries conversations.

Requires integration
Discuss this workflow →

What this chatbot helps with

  • Give visitors a clear first point of contact, answer everyday business questions and route enquiries to the right team.
  • Clarify enquiry purpose before the team follows up.
  • Organise preferred branch, callback preference into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hi, I need to speak to someone about a service enquiry.
What would you like help with today?
It is a new enquiry about your installation service. I’m near the central branch.
I can pass your service question to the enquiries team. Would a callback be convenient, or would you prefer a reply here? You can skip anything you would rather discuss with a colleague.
A reply here would be helpful. Please ask the enquiries team to explain the process.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify enquiries intent and explain the scope.

  2. 02

    Relevant questions

    What would you like help with today?

  3. 03

    Captured details

    Enquiry purpose · Preferred branch · Callback preference

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Enquiry purpose
  • Preferred branch
  • Callback preference

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Business hours and holiday closures
  • Team responsibilities and contact routes
  • Approved services, locations and FAQs
  • Approved answers to “What would you like help with today?” and “Is this a new enquiry or an existing request?”
  • A named team responsible for front office & reception enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Internal directories must be maintained; the bot cannot transfer a live telephone call without a connected system.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

An unclear request, a complaint or a visitor who asks for a person.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your enquiries process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and an unclear request, a complaint or a visitor who asks for a person.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about front office & reception

What does the team need from the first conversation?

Start with enquiry purpose and preferred branch. Collect the other suggested details only if they help the next action. Is this a new enquiry or an existing request?

Can it complete this request automatically?

Internal directories must be maintained; the bot cannot transfer a live telephone call without a connected system. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

An unclear request, a complaint or a visitor who asks for a person. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your general business process. What would you like help with today? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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