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6. Automated WhatsApp Messages

This section explains the automated WhatsApp messages sent during the enquiry process on the ViSN platform. These messages are triggered at key moments to facilitate communication between the customer and the driver and to ensure timely updates.

1. Initiation Message​

INITIATE_COMMUNICATION Template​

The INITIATE_COMMUNICATION template is sent automatically when a conversation is initiated with a driver for an enquiry.

How It Works:​

  • When a customer sends the first message to the driver, the system first sends this template message.
  • After the template message is sent, the customer's actual message is delivered.
  • This ensures that the driver receives a standardized introduction before the conversation begins.

2. Enquiry Completion Message​

ENQUIRY_COMPLETION Template​

The ENQUIRY_COMPLETION template is sent when an enquiry reaches the completed state. This message serves as a final automated notification to the recipient.

Trigger Conditions:​

The message is sent 24 hours after enquiry completion, provided no auto-generated message has already been sent.

When an enquiry is completed by the customer:​

  • The customer selects ‘Vehicle Completed’ in the VOR Actions Drawer for an enquiry that had WhatsApp communication initiated.
  • After 24 hours, an auto-generated message is sent to the entered mobile number.
  • This will be the last message in the conversation.

When an enquiry is completed by the supplier:​

  • The supplier marks the enquiry as completed in the system for an enquiry that had WhatsApp communication initiated.
  • The enquiry moves to the completed state.
  • After 24 hours, an auto-generated message is sent to the entered mobile number.
  • This will be the last message in the conversation.

Read-Only Mode After Completion​

  • Once the ENQUIRY_COMPLETION message is sent, the WhatsApp messaging drawer becomes read-only.
  • The user will no longer be able to send messages.
  • This ensures that no further communication occurs after the enquiry is completed.
Status: Draft (Pending Review)
Category: Protected
Authored By: Sohan on March 04, 2025