Turn WhatsApp into a connected business workflow.
iWac treats WhatsApp as a place where work gets finished, not only answered. It recognises a returning customer or captures a new lead, qualifies the request through text, media or structured choices, triggers the workflow in your system, sends the confirmation, and brings a colleague in with the full context when the conversation needs one.
- 01 RECEIVED Customer starts a WhatsApp conversation.
- 02 IDENTITY Existing identity or new lead is recognised.
- 03 QUALIFIED Intent is qualified through text, media or structured choices.
- 04 ACTION A workflow is triggered in the relevant system.
- 05 CONFIRMED Confirmation or update is sent back to the customer.
- 06 HANDOVER A human joins with the full context when needed.
WhatsApp should connect to the work behind the conversation
Most business WhatsApp stops at the reply. A keyword triggers a template, the customer answers a question they already answered, and the actual booking, quote or case still has to be typed into another system by somebody later. The messages look responsive while the operation behind them stays manual and disconnected.
What iWac can automate
Eight functional capabilities, described in business language. Scope for any individual environment is confirmed during discovery.
AI-assisted service conversations
Answer routine questions from approved content while preserving a clear path to a person.
Lead capture and qualification
Collect requirements, location, timing and contact details through conversational and structured inputs.
Templates, campaigns and reminders
Run approved notifications and journeys within applicable messaging categories and platform policy.
Rich conversational inputs
Use buttons, lists, media, documents and structured forms where the connected platform supports them.
Commerce and service journeys
Connect catalogue, order, payment or service experiences only where the required systems and approvals are configured.
Multilingual messaging
Support approved languages while maintaining the same business rules and context.
Agent handover
Route high-value, sensitive or exception conversations to the right team with a concise summary.
Delivery and journey analytics
Measure delivery, response, progression, abandonment and escalation at the workflow level.
From conversation to governed enterprise action
The channel is the surface. Underneath, every product runs the same path, and the same controls apply whichever channel the customer used.
- 01Channel inputWhatsapp Ai & Automation
- 02iVaak context & knowledgeIdentity, history, approved sources
- 03Workflow & guardrailsPermitted actions, limits, policy
- 04Enterprise systemCRM, ERP, support, bookings, APIs
- 05Response or handoverAnswer, action or a person with context
WhatsApp journeys across sales, service and operations
Representative rather than exhaustive, and not preconfigured for every enterprise. Each is scoped and validated against your own systems during discovery.
Carry WhatsApp context into Voice, Web and Email
When a WhatsApp thread needs a call, the caller does not start again; the identity, the qualified intent and the completed steps travel with them. Deployed with the iVaak Conversational OS, the same journey context can continue across supported channels, subject to identity resolution, consent and channel policy.
Enterprise Voice AI agentsConnect iWac to the systems you already run
iVaak is a conversational layer over the systems you already operate, not a replacement for them. Every integration is subject to discovery and technical validation; existing connectors and possible API integrations are not the same thing.
Govern every answer and action
Grounding, permissions, escalation, audit and retention are visible parts of the product. Certifications are published only once confirmed by the responsible owner.
Approved knowledge
Responses are grounded in sources you have approved, and unsupported questions route to a person rather than being answered anyway.
Permissions
Every action the conversation can take is permissioned, scoped and capped by rules you define, not by what the model decides to attempt.
Human escalation
Journeys escalate on request, or when confidence, policy or risk conditions require it, with a summary and the available context.
Auditability
Questions, answers and actions are recorded so a conversation can be reconstructed and reviewed after the fact.
Retention controls
Retention, residency and deletion behaviour are configured per deployment and per contract rather than assumed. [VALIDATE]
Deployment choices
Dedicated, white-labelled or on-premise models are evaluated where currently supported and validated. [VALIDATE]
Availability, templates, sender verification and messaging categories are governed by the WhatsApp Business Platform and Meta policies. Nothing here implies automatic verification or guaranteed sender approval.
Deploy around one measurable journey
Start with a single bounded journey you can measure, rather than the whole channel at once. No fixed delivery period is promised; the schedule follows the scope and the systems involved.
- 01DiscoveryJourney, systems, owners and success measure
- 02Workflow mappingIntents, actions, limits and escalation rules
- 03Integration validationAPIs, permissions and data access confirmed
- 04TestReal examples, guardrails and failure paths
- 05Bounded pilotLive on one journey, measured against the baseline
- 06Outcome reviewWhat to extend, what to change, what to stop
Meta AI & Automation frequently asked questions
Answers for buyers, operations leaders and technical evaluators. Where scope depends on your environment, that is stated rather than assumed.
Is iWac the same as a WhatsApp chatbot?
No. A chatbot may answer messages; iWac is a workflow and automation layer that connects approved conversations to systems and human teams.
Can it send campaigns and reminders?
It can support approved templates, notifications and journeys subject to the WhatsApp Business Platform, message-category rules, consent and the configured provider.
Can customers speak to a human?
Yes. Routing includes the conversation, identified intent, collected details and completed actions.
Can it integrate with a CRM or order system?
Yes, where usable APIs and permissions are available. The exact integration is validated during discovery.
Does iWac guarantee a verified business account?
No. Verification and sender approval are controlled by Meta and the relevant providers.
Can WhatsApp context continue on another channel?
When deployed with the iVaak Conversational OS, the same identity and journey context can continue across supported channels.
Put iWac on one real journey.
Move from simple autoresponses to structured WhatsApp journeys that understand intent, capture information, complete approved actions and hand over to teams without losing the conversation.