Separate conversation from system of record
WhatsApp can remain a customer channel, but orders, approvals, service requests, and payment status should live in a controlled business system. Automation can capture structured inputs, create records, assign owners, and send approved status updates.
Design for consent and exceptions
Use approved platform APIs, record customer consent, limit message templates, protect personal data, and provide a clear route to a human. Start with one high-volume workflow and measure resolution time and exception rates.