Conversation and intent design
Approved flow, response content and routing for the priority request, including opt-out and unsupported-intent paths.
WhatsApp Business & omnichannel
Connect WhatsApp conversations with enterprise systems and human service teams.
OVERVIEW
Meet customers in the conversations that matter
A connected customer journey gives service teams the conversation history and fulfilment context needed to support the next step. We connect priority WhatsApp interactions to enterprise workflows and human service teams, preserving relevant information across agreed channels.
During discovery, we agree channel and provider scope and establish baselines for resolution time, handover quality and journey completion. Discuss a customer journey.
WHAT WE DELIVER
What we deliver
Design the whole journey, not just a single channel. Agree the provider, channels and commerce boundaries before implementation.
Service and human handover
Routing rules, escalation points and a context summary for the receiving service team.
Commerce and fulfilment integration
Data mappings and system interfaces for enquiries and fulfilment updates. Payment or checkout is not assumed within scope.
Context continuity
Agreed customer identifiers, permitted context and channel-transition rules for the supported journey.
Governed workflow automation
Task permissions, approval points and auditability for requests moving between conversations and applications.
End-to-end journey assurance
Release test pack covering consent, authentication, integrations, failure routes and human handover.
ILLUSTRATIVE USE CASES
From enquiry to resolved request
Illustrative journey: WhatsApp enquiry → consent and authentication → CRM lookup → fulfilment update → human handover with context.
1. Understand and authorise
Identify the request, confirm the required consent and authenticate before exposing account data. Offer an opt-out or supported alternative when the journey cannot continue.
2. Retrieve and complete
Look up permitted CRM information and request the fulfilment update through agreed interfaces. Route integration failures to a named service owner.
3. Hand over with context
Give the human team the request, permitted history and pending action. Confirm completion or follow-up rather than asking the customer to repeat the conversation.
LINKFIELDS IP & ACCELERATORS
Delivery IP for connected journeys
These Linkfields capabilities can support an agreed journey; they are not a WhatsApp provider platform or a claim of Meta certification.
Intelligent Workflow Automation
Workflow automation, AI orchestration and application integration can route tasks with permissions, approvals and audit trails tailored to the service journey.
Linkworks
REST APIs and composable applications can connect custom service workflows where existing ERP or CRM capabilities do not fit.
testoriumz
Continuous testing and CI/CD integration can support journey assurance. Select Automated Testing & Release Assurance Packs and Cyber-Safe Delivery to fit the release scope.
Fit and licensing
Products are available by licence, subscription or SaaS, with or without a Linkfields services engagement. Discovery agrees product fit, reusable accelerator content and client-specific engineering.
SECURE BY DESIGN
From customer need to a connected journey
Step 1: Discover
Prioritise the service journey and baseline outcomes. Client owners confirm the provider model, supported channels, systems and operational constraints.
Step 2: Design
Agree conversations, consent, authentication and human handovers. The client approves content, templates where required, data access and retention responsibilities.
Step 3: Connect
Implement approved interfaces and workflow permissions. System and service owners validate mappings, audit trails, failures and escalation paths.
Step 4: Assure and improve
Test the complete journey, opt-out and handover before staged release. Agree release approval, operating ownership and feedback measures; improve the flow within the agreed scope.
ACCEPTANCE & ACCOUNTABILITY
Validate the complete customer journey
Acceptance should trace a request from the approved conversation flow to system action and human handover. Include consent and authentication checks, failed-integration tests, opt-out behaviour and confirmation that the receiving team has the permitted context.
Measure completion, resolution time and handover quality over an agreed period. Service and data owners approve operating responsibility and retention; use redacted test data when sharing journey evidence.
See Our approach and commercial models for delivery governance and engagement details.
ENGAGEMENT & BUYER QUESTIONS
Plan the right engagement
Use Time & Materials for journey discovery, or Fixed Price for an approved flow and defined integrations. A Dedicated Team supports an evolving journey backlog; Managed Service covers agreed operating responsibilities. Outcome-Based terms need measurable completion or resolution baselines and agreed attribution.
Let’s connect
Design a connected customer journey
What happens next
- We route your enquiry to the relevant portfolio specialist.
- Where needed, we agree an NDA before you share confidential information.
- We clarify your priorities and agree the right next step with you.