A customer conversation, connected to the people and systems behind it.
A WhatsApp Business automation platform built on Meta’s official Cloud API, bringing conversational flows, operational integration and human handover into the same project.
Project overview
Field
Customer channelsNexo’s role
- WhatsApp Cloud API
- Conversation routing
- Human handover
- System integration
Project
WhatsApp platformThe channel is one part of the service
A customer conversation has a visible side, the exchange of messages, and an operational side, the work needed to respond. This project connects those two parts through a WhatsApp platform with conversational flows, links to business systems and routing to human agents.
The scope includes both automation and the point where a person becomes part of the conversation. That makes handover a product consideration alongside the message flow and the API connection.
How the conversation connects
The main responsibilities within the platform’s scope.
WhatsApp
The customer channel connects through the official Cloud API.
Conversation flows
Automated flows provide structure to the exchange.
Business systems
Integration connects the conversation with the operational systems behind it.
Human agents
Routing and handover bring people into the conversation workflow.
The work,
in detail.
Building on the official channel
Meta’s Cloud API provides the platform connection. Around that connection, the project includes the conversational behaviour and integration work that turn a messaging channel into a business application. The API is one component of a wider customer-service workflow.
Connecting the exchange to operations
The integration scope links the customer-facing conversation with operational systems. This is where the messaging experience meets the business context behind it. The product work includes that connection alongside the flows people encounter in WhatsApp.
Making room for a person
Routing to human agents is an explicit part of the platform. It establishes a path from the automated conversation to a person, so the service experience includes both modes of handling an exchange.
The platform scope
The work brings together official-API development, conversational flows, operational-system integration and human handover. Each part serves the same customer channel, from the initial exchange to the involvement of a human agent.