When to Use
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Your company sends the first message to the customer: WhatsApp campaign, API blast, or proactive message in the website widget.
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The customer responds with a short message that only makes sense in context, such as "yes, I want" or "how much will it be?".
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You want ClaudIA to reply immediately with an understanding of what they are talking about, without asking back.
How It Works
What Changes
When the customer responds to a proactive message, ClaudIA receives along with the reply the messages your company sent that the customer is responding to. This allows her to reply with the correct context right from the first message.
Example: the company notifies "Your refund of R$ 87.40 for order 9931 has been approved." The customer responds, "And how much will it be?". ClaudIA replies with the amount R$ 87.40.
Which Messages ClaudIA Receives
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Messages from the company sent just before the customer's reply that ClaudIA has not yet responded to.
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Up to 20 messages, from oldest to newest.
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If a message contained an image or file, ClaudIA receives its name and type. The content of the file is not sent.
When Nothing Changes
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Conversations started by the customer continue as usual.
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If ClaudIA has already responded last, there is nothing pending and she continues the conversation normally.
Notes
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This feature is activated per project. To enable it on your account, contact the Cloud Humans team.
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It applies to WhatsApp campaigns, proactive API blasts, and proactive site widget messages.