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Resources · Use cases

Use-case playbooks you can copy.

20 step-by-step playbooks showing which channel to use, when, and what to send. Pick your industry or goal, borrow the flow and the sample templates, and adapt them to your business.

Healthcare · Transactional

Cut appointment no-shows

The problem. Patients forget appointments, slots go empty and reception spends hours making reminder calls.

  1. Booking madeWhatsAppConfirmation with date, doctor, address and a map link.
  2. 24 hours beforeWhatsAppReminder with Confirm and Reschedule buttons.
  3. No reply in 3 hoursSMSShort reminder with a link to confirm.
  4. Still unconfirmedAI voice agentCalls the patient, confirms or offers a new slot, and updates the calendar.
TrackConfirmation rate · No-show rate per week · Slots refilled after reschedules
Sample templateswa-appt sms-appt ai-reception
Healthcare · Transactional

Share lab reports the moment they're ready

The problem. Patients call repeatedly to ask whether reports are ready, and collection counters get crowded.

  1. Report approvedWhatsAppReport-ready message with the PDF attached and a secure link.
  2. Delivery failedSMSReport-ready alert with a download link.
  3. Abnormal result flaggedCall centerDoctor's desk calls the patient using a masked number.
TrackReports delivered digitally · Calls to the lab about reports · Counter waiting time
Sample templateswa-report sms-report
Education · Sales

Convert more admission enquiries

The problem. In admission season, enquiries arrive from ads, websites and missed calls faster than counsellors can respond.

  1. Enquiry from ad or websiteAI chatbotAnswers course and fee questions on WhatsApp and books a counselling slot.
  2. Missed call to the admission lineAI voice agentCalls back within minutes and captures the student's course interest.
  3. Counselling bookedWhatsAppConfirmation with campus location and documents to bring.
  4. No showSMSGentle reminder with a link to rebook.
TrackResponse time to enquiries · Counselling visits booked · Enquiry-to-admission rate
Education · Transactional

Collect fees on time without awkward calls

The problem. Office staff spend days calling parents about dues, and payments still come in late.

  1. 7 days before due dateSMSFee due reminder with amount and a UPI payment link.
  2. 3 days beforeWhatsAppReminder with a Pay now button and receipt on payment.
  3. Due date passedVoice OBDRecorded call in Telugu or English: press 1 for a payment link, 2 to talk to the office.
TrackFees collected before the due date · Calls made by office staff · Average days late
Sample templatessms-fee wa-fee voice-fee
E-commerce · Transactional

Stop fake cash-on-delivery orders

The problem. A share of COD orders is refused at the door, costing shipping both ways.

  1. COD order placedWhatsAppOrder summary with Confirm and Cancel buttons.
  2. No reply in 2 hoursVoice OBDAutomated call: press 1 to confirm, 2 to cancel.
  3. ConfirmedWhatsAppThank-you message and shipping timeline.
  4. Cancelled or no responseStore dashboardOrder held, courier not booked.
TrackCOD confirmation rate · Return-to-origin (RTO) rate · Shipping cost saved
Sample templateswa-cod voice-cod
E-commerce · Marketing

Win back abandoned carts

The problem. Most shoppers who add to cart leave without paying and never come back.

  1. Cart abandoned 1 hourWhatsAppReminder with product image and a Complete order button.
  2. 24 hours laterRCSCarousel of the cart items with a small, time-limited offer.
  3. Phone without RCSSMSShort text with the checkout link.
TrackCarts recovered · Revenue from recovery messages · Opt-out rate
Sample templateswa-cart rcs-cart
E-commerce · Transactional

Keep buyers informed from order to doorstep

The problem. Customers call support asking 'where is my order?' because updates are missing or late.

  1. Order confirmedWhatsAppOrder details and expected delivery date.
  2. ShippedWhatsAppTracking link and courier name.
  3. Out for deliverySMSDelivery window and masked number for the delivery partner.
  4. DeliveredWhatsAppThank-you note with a one-tap rating.
Track'Where is my order' tickets · Delivery success on first attempt · Rating response rate
Banking & finance · Transactional

Fast, reliable OTPs

The problem. Slow or failed OTPs cause drop-offs at login and payment, and support calls follow.

  1. User requests a codeSMSOTP on the priority transactional route, auto-read on Android.
  2. Not delivered in 30 secondsWhatsAppAuthentication template with a copy-code button.
  3. Still failingVoice OBDCode read out on a voice call.
TrackOTP delivery time · Login completion rate · Fallbacks used
Sample templatessms-otp wa-otp
Banking & finance · Transactional

Reduce missed EMIs politely

The problem. Collection teams spend most of their time on early reminders that could be automated.

  1. 5 days before dueSMSEMI amount, due date and payment link.
  2. 1 day beforeRCSVerified reminder with a Pay now button.
  3. Missed by 2 daysAI voice agentPolite call, answers questions, sends a payment link, escalates disputes to a person.
TrackOn-time payment rate · Accounts reaching collection agents · Promises to pay kept
Sample templatessms-emi ai-collections
Real estate · Sales

Call every property lead within 5 minutes

The problem. Portal and ad leads go cold because callbacks happen the next day.

  1. Lead from portal or adAI voice agentCalls within minutes, asks budget, location and configuration.
  2. QualifiedWhatsAppBrochure, floor plans, location pin and site-visit slots.
  3. Visit bookedSMSConfirmation and reminder the evening before.
  4. Hot leadCall centerTransferred live to the sales manager.
TrackTime to first call · Site visits booked · Cost per site visit
Real estate · Marketing

Know which ads make the phone ring

The problem. Money goes into portals, newspapers and hoardings without knowing which ones produce buyers.

  1. Campaign plannedCall centerA separate virtual number for each ad, portal and hoarding.
  2. Call comes inCall centerRouted to sales, recorded and tagged with its source.
  3. Missed callSMSInstant reply with the project brochure link and a callback promise.
TrackCalls per source · Cost per call by source · Missed-call callbacks
Sample templatessms-missed
Retail & restaurants · Engagement

Turn first visits into regulars

The problem. Customers visit once and are never contacted again, or only with generic blasts.

  1. After first purchaseWhatsAppThank-you with loyalty points earned.
  2. Birthday weekWhatsAppPersonal offer valid for 7 days.
  3. 60 days without a visitRCSWe miss you card with a new-arrivals carousel.
TrackRepeat visit rate · Offer redemption · Opt-out rate
Retail & restaurants · Support

Catch unhappy customers before they post a review

The problem. Bad experiences surface only as public reviews, too late to fix.

  1. After visit or deliveryWhatsAppOne-tap rating from 1 to 5.
  2. Rating 4 or 5WhatsAppThank-you and a link to leave a Google review.
  3. Rating 1 to 3Call centerAlert to the store manager, who calls back the same day.
TrackResponse rate · Average rating · Complaints resolved within 24 hours
Sample templateswa-feedback
Logistics · Support

Fewer failed delivery attempts

The problem. Drivers reach locked doors, and rescheduling takes several phone calls.

  1. Out for deliverySMSDelivery window and the driver's masked number.
  2. Attempt failedWhatsAppChoose a new slot or a safe drop location with buttons.
  3. No responseVoice OBDCall asking the customer to press 1 for tomorrow, 2 for pickup.
TrackFirst-attempt delivery rate · Reattempt cost · Customer complaints
Sample templatessms-ofd wa-ndr
All businesses · Support

Run customer support on WhatsApp

The problem. Support is split across phones, personal WhatsApp numbers and email, and chats get lost.

  1. Customer messages your numberAI chatbotAnswers common questions instantly and collects details.
  2. Needs a personWhatsAppAssigned to the right agent in the shared inbox with full history.
  3. ResolvedWhatsAppClosing message with a one-tap rating.
TrackFirst response time · Chats resolved by bot · Customer rating
Sample templatesbot-support wa-feedback
All businesses · Support

Answer calls after office hours

The problem. Calls after 7 PM and on Sundays go unanswered, and many of those callers are new customers.

  1. Call outside business hoursAI voice agentAnswers, handles FAQs and books appointments or callbacks.
  2. Urgent issueCall centerTransferred to the on-call manager's mobile.
  3. Next morningWhatsAppSummary of overnight calls sent to the team.
TrackAfter-hours calls answered · Bookings made overnight · Callbacks completed next day
Sample templatesai-reception
All businesses · Marketing

Run a festival sale across channels

The problem. One SMS blast reaches people, but few remember it or act on it.

  1. 1 week beforeRCSTeaser carousel with products and a reminder button.
  2. Sale day morningWhatsAppOffer with image and Shop now button to opted-in customers.
  3. Phones without RCS or WhatsAppSMSShort offer with a tracked link.
  4. Last dayVoice OBDShort recorded reminder for high-value customers.
TrackClicks per channel · Sales attributed to each channel · Cost per order
All businesses · Sales

Turn missed calls into leads

The problem. Print ads and hoardings ask people to 'give a missed call', but nobody follows up quickly.

  1. Missed call to your numberSMSInstant reply with details and a link.
  2. Within 5 minutesAI voice agentCalls back, answers questions and qualifies the lead.
  3. InterestedWhatsAppBrochure and a booking link.
TrackMissed calls received · Leads qualified · Conversion to sale
Sample templatessms-missed ai-admission
All businesses · Engagement

Reach staff and field teams instantly

The problem. Shift changes and urgent notices sent on personal WhatsApp groups get missed.

  1. Notice publishedSMSShort alert to every staff member, reaching basic phones too.
  2. Needs acknowledgementVoice OBDCall asking staff to press 1 to confirm they've received it.
  3. Not acknowledgedCall centerSupervisor gets a list to follow up.
TrackAcknowledgement rate · Time to reach all staff
Sample templatessms-staff voice-staff
All businesses · Engagement

Fill seats at events and webinars

The problem. Invitations go out but RSVPs are low and attendees forget the date.

  1. InvitationWhatsAppEvent details with I'll attend and Maybe later buttons.
  2. Day beforeSMSReminder with venue or joining link.
  3. 1 hour beforeWhatsAppStarting soon message with the map or link.
TrackRSVP rate · Attendance rate · No-shows
Sample templateswa-event

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