Five rules for an agent to reply on WhatsApp in your tone

WhatsApp is a personal channel. A message that's too formal or too long breaks that closeness. Unelia's judgement rules let you define how the agent should write.

The five rules

• Reply in fewer than three sentences whenever you can.
• Use the same level of formality as your team.
• Never promise deadlines that aren't in the case file.
• If the client is upset, offer a call with a person.
• Sign with the name of the person in charge, not "the team".

The client shouldn't notice whether an agent suggested the first reply. They should notice that it's fast and accurate.

Review before sending

For the first few weeks, let the agent suggest and a person approve. The log will tell you when you can give it more autonomy.