Define what counts as an enquiry
A greeting, a quote request and an accepted service are different things. Record the requested service, destination if relevant, approximate timing and the person responsible. Do not open several unrelated client records because a traveller sends several messages.
At first contact, ask only for enough information to route the request. Collecting identity documents before confirming the service creates unnecessary exposure. Make clear who will reply next and avoid promises about visa decisions or supplier availability.
Use a visible ownership queue
Use unassigned, mine and team views to distinguish work waiting for an owner from work already being handled. A conversation that has been read is not necessarily answered; an answered conversation is not necessarily finished.
Agree a handoff rule. Before an agent leaves, they should record what has been promised, what is missing and the next contact date. An internal note should explain the decision rather than copying the whole chat. Only authorized teammates should see sensitive client data.
- Unassigned: choose the responsible agent.
- Waiting on client: name the missing item and follow-up date.
- Waiting internally: assign the action, not just the conversation.
- Resolved: confirm there is no remaining client action before closing.
Move delivery details into a case
Chat is useful for communication but weak at showing a checklist or a financial balance. Link the conversation to a client and case reference. Keep each received document marked separately from each required document. A photo arriving in chat does not prove that a requirement has been met.
For a fictional family case, the agent can acknowledge two received documents and request one remaining item with the case reference. A second agent should be able to see the checklist and continue without guessing from a long message thread.
Distinguish importing history from connecting live WhatsApp
A WhatsApp text export can help organize existing history. In SafarDesk, import reads the .txt export without media; it does not connect the agency phone number or make future messages appear automatically. An optional case can be created during the import flow.
Live WhatsApp uses a separately configured WhatsApp Business Platform connection. Meta account setup, permissions, approved templates and applicable messaging charges are separate considerations. Outside the customer-service window, the platform requires the appropriate approved template. Check current Meta rules instead of treating a saved message as permission to send it.
Review exceptions, not just message counts
At the start of the day, look for unassigned enquiries, overdue follow-ups, missing documents near a deadline and balances requiring attention. Message volume alone does not tell you whether cases moved forward.
Sample a small number of handoffs each week. Can someone identify the next action, owner and case status without contacting the absent agent? Use the follow-up message pack as original wording to adapt, not a bulk marketing list. Respect opt-in requirements and stop requests; never add private case details to public tracking links.
Sources and scope
Meta: WhatsApp Business Platform overview
Primary source for platform setup, message templates and the customer-service window. Meta policies and fees can change.
Meta: Sending WhatsApp messages
Check the current customer-service window and template rules before sending.
Meta: WhatsApp user opt-in
Primary guidance for obtaining permission to message people.
Meta: WhatsApp Business Platform pricing
Rates and billing rules can change; consult Meta for current destination-specific charges.
Put the next step into practice
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