An AI Team That Runs WhatsApp Operations End to End
Usama · Home Maintenance & Repair
The Challenge
Usama's home maintenance business ran entirely through WhatsApp, but every incoming message — booking requests, questions, complaints — had to be read and answered by hand. As volume grew, replies got slower, jobs got missed, and there was no reliable way to track which technician was assigned to which customer.
What We Built
We built a complete AI operations platform on top of WhatsApp Business API: incoming messages are automatically classified and routed, technicians are matched and dispatched based on live availability synced from Google Sheets, and every step — from first inquiry to job completion — is tracked in a purpose-built operations system. A custom Sales Playbook governs how the AI follows up, escalates, and handles edge cases, so responses stay consistent even during busy periods.
Tech Stack
Project Scope
- 29 automated workflows covering the full customer journey, from inquiry to dispatch to completion
- 11-table operations database tracking customers, jobs, and technicians
- 8-screen internal dashboard for the ops team to manage jobs in real time
- Message deduplication system to prevent double-bookings from duplicate WhatsApp messages
- AI-powered classification that routes every incoming message to the right next step
- Live technician sync from Google Sheets, with no manual re-entry
- Verified WhatsApp webhook integration for secure, reliable messaging
- Custom Sales Playbook defining follow-up timing, escalation rules, and scenario handling
The Outcome
Usama's team no longer manages WhatsApp replies by hand. Technician assignment happens automatically, customers get faster responses, and the business can handle a growing volume of inquiries without adding headcount.