Arnau Sanz
Agentic Strategy & AI Transformation LeadKarminaAI StudioAgents · Services · Training
Conversations & Support · AGENT-A17
WhatsApp Desk
This landing page explains what automates WhatsApp Desk, what sources and tools you need, how the result is reviewed and how it can be applied within a company.
StrategyOwn knowledgeProportional permissionsHuman supervisionMeasurement and improvement
01
The agent, at a glance
What Accelerates
FAQs, selection, confirmations, minimum data collection, authorized notifications, tracking and referrals.
What does it deliver
Classified conversations, answers, necessary data, status, consent, responsible, deadline and escalation registration.
For whom it is
Attention teams, reservations, training, events, services, sales or community that use WhatsApp as an official channel.
What it doesn't do
It does not send campaigns without a basis, it does not hide that the person talks to a system, it does NOT ask for unnecessary data, it does Not solve sensitive exceptions and it does not close the conversation without a human alternative.
02
The problem it solves
WhatsApp is immediate for the person and often fragmented for the organization
When the channel grows, shared numbers appear, different templates, outdated information, conversations that depend on a single person and follow-ups that do not reach the corresponding system.
WhatsApp Desk helps to avoid:
- Different answers to the same question.
- Messages out of schedule with no clear expectation.
- Unauthorised commercial contacts.
- Sensitive data within ordinary conversations.
- Duplication between WhatsApp, mail and CRM.
- Cases that do not reach a person.
- Templates that promise more than the service can deliver.
03
What exactly is WhatsApp Desk?
It is an agent connected to a viable WhatsApp account and infrastructure, with flows defined by conversation type. You can work with approved templates, a limited knowledge base and integrations with attention, CRM or agenda when the organization authorizes it.
Not all conversations need to be automated. The design always includes how the system is identified, when it transfers and what happens if the person does not fit into any flow.
04
What do you do, specifically?
01. Give a clear entry
It informs about the channel, the use of the assistant and the options available.
02. Identify the reason
It classifies information, reservation, incidence, sale, follow-up, low or other agreed attempts.
03. Ask only for what is necessary
Collect the minimum data to resolve or derive, with notices and consents when they correspond.
04. Respond from authorized sources
Use frequently asked questions, conditions, schedules, and current procedures.
05. Send notifications or templates
It activates only approved communications, linked to a purpose and a real state.
06. Transfer to a person
Prepare summary, data and expectation so that the person does not have to repeat the conversation.
07. Register status and preferences
It retains the necessary information and applies low, contact limits and retention periods.
DUBTE BACK
You don’t have to know which agent you need.
Let’s start with a repeated task, the sources available and the result you want to review. In a free video call we can assess if you need an agent, a service or simply better order the process.
Video call · free · no obligationBook a free video call ↗A short conversation to understand your starting point and bring clarity.
05
How it works from start to finish
- Receive a message or activate an authorized template.
- Identify channel, consent status and purpose.
- Classify the intention.
- Retrieves the minimum information.
- Answer, request data or drift.
- A person assumes the defined cases.
- The agent confirms status or closure.
- Record only what is necessary and respect low and retention.
06
Example of situation
A place confirmation is not a permanent commercial campaign
A person enrolls in a training and agrees to receive operational information by WhatsApp. The agent sends confirmation, reminder and access according to the calendar.
This consent is not automatically used for future promotions. If the organization wants to offer other communications, it poses it as a separate purpose. The conversation retains the utility without silently extending the range.
07
What do we need before we launch it?
Essential
- Account, supplier and feasibility of integration.
- Purpose and basis of each type of message.
- Plants and flows.
- Identification of the system and human output.
- Timetables, SLA and responsible.
- Current sources.
- Data policy, discounts and retention.
Highly recommended
- History of questions.
- CRM or registration system.
- Conventions for duplicate contacts.
- Protocols for incidents and sensitive data.
- Tests of tone and clarity on mobile.
08
How we implant it
- Define a priority use case.
- We validate infrastructure, purpose and permits.
- We design dialogues, exceptions and escalation.
- We fly internally and with a controlled group.
- We review understanding, errors, privacy and transfers.
- We form the human team.
- We expand flows only after measuring them.
A REAL TASK IS THE BEST BRIEF
Explain where the friction is concentrated.
You can send us an example, the approximate volume and how it is reviewed today. No need to share sensitive data to make a first assessment.
09
Human supervision and boundaries
The agent can
- Classify and respond to FAQs.
- Send authorized templates.
- Collecting minimal data.
- Updating a state.
- Transfer with summary.
Agent can't
- Make unsolicited contact outside the policy.
- Re-use consent for another purpose.
- Manage sensitive data in an ordinary flow.
- To assume commercial or legal commitments.
- Prevent access to a person.
Stop and scale when
The person asks for a person, there is low or opposition, sensitive data appears, the case is a claim, the system cannot identify the real state or the conversation out of the proven flows.
10
Sources and possible connections
WhatsApp Business or compatible providers, CRM, case managers, agenda, payments or knowledge bases, depending on the project. You can connect with Inbox Flow, Support Desk, Lead Scout and Knowledge Guide.
11
How do we measure if it adds value?
- Time of first response.
- Percentage of cases resolved within scope.
- Transfers in full context.
- Lows and preferences applied correctly.
- Template or status errors.
- Satisfaction and repetitions of the user.
- Privacy incidents or contact.
12
For whom does it make sense?
It can fit if
- WhatsApp is already a real service channel.
- There are recurring cases and current sources.
- The team needs to order tickets and follow-ups.
- There is a human way out.
- The infrastructure and purpose can be validated.
It’s not the first step yet.
- It is mainly used to send mass promotions.
- There is no responsibility or schedule.
- Information changes often and no one updates it.
- The channel would process sensitive data without a specific design.
DUBTE BACK
You don’t have to know which agent you need.
Let’s start with a repeated task, the sources available and the result you want to review. In a free video call we can assess if you need an agent, a service or simply better order the process.
Video call · free · no obligationBook a free video call ↗A short conversation to understand your starting point and bring clarity.
13
Knowledge Foundation and adoption
The base includes services, FAQs, conditions, schedules, templates, intentions, consents, escalations and registrations. WhatsApp Desk queries only the part needed for each flow.
The onboarding covers transfers, incidents, correction of responses and maintenance of templates and sources.
14
Frequently Asked Questions
Can you start conversations?
Only within the applicable purposes, consents and templates. It's not a free channel for prospecting.
Does the person know he or she is talking to an agent?
Yeah. The identification and the way to reach a person are part of the design.
Can you manage reservations or registrations?
Yes, if you connect with a reliable source and exceptions, confirmations and responsibilities are defined.
Can you collect?
It can facilitate a link or flow with an authorized provider. Payments and incidents require specific checks.
Is it the same as Support Desk?
No. WhatsApp Desk is channel specific; Support Desk defines multichannel logic for resolution and scaling.
How much does it cost and how long does it take?
It depends on the supplier, flows, templates, integrations and volume. The first pilot is limited to a use case and a controlled set of exceptions.
15
Closure and conversion
What use of WhatsApp already exists and need to stop relying on improvised responses?
Explain what people are asking for, what responses are repetitive, and when the team needs to intervene. We will prepare a useful, identifiable and governed channel.
Direct contact hello@karmina.ai
The team
People who connect knowledge and practice
Ignasi Llorente
AI Partnerships & Business Director
Martina Díaz
AI Finance & Business Intelligence Director
Daniel Mallén
AI Operations & Workflow Lead
Eva Trigo
Generative Creative Director
Ariadna Miranda
AI Administration & Knowledge Operations Lead
Claudia Gonzalez
AI Client Success Manager
Jonan Basterra
AI Social Strategy Director
Laura Sabio
Agentic Social Media Lead
Agustina Córdoba
Content AI Specialist
Alba Gómez
Social Listening Specialist
Paola Cudeiro
AI Client Success Specialist
Roger López
AI Project & Workflow Specialist
Mar Berzal
AI Content Strategy Lead
Andrea Gallego
Community Intelligence Specialist
Candela de la Fuente
Content AI Specialist
Blanca Gómez
AI Community Operations Specialist
Cintia Armajach
Content AI SpecialistLet’s talk
Let's talk about WhatsApp Desk
Tell us about your situation, even if the challenge is not fully defined. A member of our team will respond to understand the process and discuss a first step.
hello@karmina.ai