Channels
Configure WhatsApp as a direct channel for support, booking and follow-up.
WhatsApp brings Polaris into direct conversations with customers, patients or users.
It is ideal for fast answers, follow-up, appointment requests and handoff to a person when the conversation needs human attention.
When to use it
Use WhatsApp when you need to:
- Answer frequently asked questions in a familiar channel.
- Follow up on leads or requests.
- Guide a user through an appointment request.
- Send simple support steps.
- Hand a conversation to a person.
How to configure it
- Enable the WhatsApp channel for the workspace.
- Associate the chatbot that will answer conversations.
- Define a clear welcome message.
- Configure when a person should step in.
- Enable approvals for sensitive actions.
- Test real conversations before publishing.
Recommended setup
| Element | Recommendation |
|---|---|
| Opening message | Explain what the assistant can do |
| Chatbot | Use one tested with current documents |
| Fallback | Route to a person when context is missing |
| Booking | Ask only for required details |
| Approvals | Use them for appointment confirmation or sensitive changes |
Real examples
| Case | Typical flow |
|---|---|
| Support | FAQ → answer → fallback if context is missing |
| Booking | Appointment request → basic details → approval if needed |
| Leads | Sales interest → contact details → follow-up task |
| Follow-up | User asks for status → Polaris guides or routes |
What to avoid
- Long messages that are hard to read.
- Automating sensitive confirmations without review.
- Not defining when to escalate to a person.
- Publishing the channel before testing real questions.
Related modules
WhatsApp often works with Chatbots, Booking, Operator and Approvals.
The chatbot handles the conversation, Booking structures requests, Operator prepares actions and Approvals keep human control when the action is sensitive.